Contact support
How to reach a human at Luria, what to include so it gets fixed first time, and what to do if a page looks wrong right now.
Luria is small, and support is email. One address covers everything except privacy requests.
What you'll need
- Your store URL and your platform.
- What you expected to see, and what you saw instead.
- The time it happened, with your time zone.
- A screenshot, or a short screen recording if something moves.
Steps
Step 1: If a page looks wrong right now, stop the serving first
On Shopify: Online Store, Themes, Customize, App embeds, switch Luria off, Save. Serving stops within about 60 seconds and nothing else is lost. Measurement and your history stay exactly as they are.
On other platforms, remove the script tag from <head>.
Pausing the whole site while keeping the install in place is done with Luria rather than with a dashboard toggle, so email us and we will do it.
Step 2: Email hello@luriart.com
That is the general and support address. Include everything from "What you'll need" above, plus anything that changed recently: a published theme, a new app, a consent banner, a template edit. The more of it in the first message, the fewer rounds it takes.
Never send passwords or card details by email.
Step 3: Send privacy and data requests to privacy@luriart.com
Deletion, export, data processing questions and DPA requests go there, and are answered within 30 days. Merchants on Shopify can also export or delete synced data themselves from the "Your data" card in the Luria app.
Verify it worked
You will get an email back. There is no chat widget, no phone line, no status page and no published response time, so if you are waiting on something urgent, reply to your own thread rather than waiting for a ticket to change state somewhere.
Common failures
- Writing to support@luriart.com. That address does not exist. Use hello@luriart.com.
- Expecting a button that is not there yet. Approvals of pending changes, pausing a site and resuming it are handled with Luria by email today. The dashboard shows the count of changes awaiting approval, not an approve button.
- Missing sign-in link. Sign-in is passwordless. Request a fresh link from the dashboard's signed-out card with "Email me a link". If it has not arrived in ten minutes, email hello@luriart.com and we will send it by hand.
- Wanting a walkthrough instead of a thread. Onboarding offers a 30 minute setup call with Baneet at step 5, and another call after your first test is live.