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Support is answered first by an AI assistant — it resolves most questions on the spot and understands both text and screenshots. Need a real specialist? There’s a Contact support button under its reply, and the conversation goes to a human. Not everything in the bot has a button. Below is what a live specialist handles. To skip hunting for a button that doesn’t exist, go straight to @lumisup_robot.

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What support handles

Migrating your data to a new plan is done manually. Send your server number and the plan you want.
IP addresses are assigned through the data center — there’s no button for it in the bot.
To another Lumi user — use the Transfer button in the service card (see Transferring services). Proxies can’t be transferred.
This status is set by the registrar and lifted after payment or owner email verification. The serverHold case (set by the registry) is rare and tricky — we’ll handle it case by case.
A basic console is right in the bot — the Console button on the server card opens access to the VPS screen. Hypervisor-level operations — booting your own ISO, recovery — go through support.
First wait 10–15 minutes. Then message @lumisup_robot with the payment ID from your receipt.
Message support — we’ll find the cause and tell you what can be done.

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What to include

The more precise your details, the faster the issue gets resolved.
SituationWhat to send
Domain not workingDomain name + WHOIS status from lookup.icann.org
Payment didn’t arrivePayment ID from the receipt or the payment provider’s email
VPS won’t connectServer number, IP, error text

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Outside support’s scope

Lumi runs the infrastructure — the content of your project is on you.
  • Setting up your own site / nginx / WordPress — that’s on your side
  • Backups of your data — keep your own copies
  • Advertising and cross-promotion — we don’t do this
News and status — @lumirunet. If something’s down for everyone, it’ll be there.