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Contact
For general questions and account issues, contact us at info@lurus.ai. Report product bugs there as well unless Lurus displays another contact for them.
What to include
Precise details help us assist you more quickly. Even so, send only the information we need to handle your request.
- What you tried and what result you expected.
- What actually happened, including the visible error message or a screenshot without unnecessary personal data.
- Approximate time, browser, device/operating system and whether you used a normal or local chat.
- Affected area: login, tokens, chat, file, web search, Deep Research, document, image, integration, assistant or team.
- For team issues: team role and whether policies or member limits are active.
Do not send passwords, API keys, payment data, OAuth tokens or unnecessary personal data. Send files only when they are truly required for troubleshooting and allowed by your policies.
Check common causes first
Common causes of issues include quotas, team policies, local storage, browser storage or an integration that is not connected. Check these points before writing a longer support request.
- Login/account: check email verification, 2FA, SSO login and active session.
- Tokens exhausted: check token status; team users should also have personal member limits checked.
- File too large or unsupported: check file type, size, scan quality and browser storage.
- Integration not working: check connection, permissions/scopes and re-authentication with the provider.
- Deep Research takes a long time: check research scope, source availability and available quota.
- Web search returns unsuitable sources: make the query more precise and verify critical results.
- Document or image generation fails: simplify the prompt, check the format and consider browser storage for local chats.
- Local chats are missing: check device, browser profile, incognito mode and deleted website data.