> ## Documentation Index
> Fetch the complete documentation index at: https://wiki.lumiweb.cc/llms.txt
> Use this file to discover all available pages before exploring further.

# When to contact support

> What you can't resolve on your own

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](https://t.me/lumisup_robot).

## What support handles

<AccordionGroup>
  <Accordion title="VPS plan upgrade" icon="arrow-up-right-from-square">
    Migrating your data to a new plan is done manually. Send your server number and the plan you want.
  </Accordion>

  <Accordion title="Extra IPv4 / IP replacement" icon="network-wired">
    IP addresses are assigned through the data center — there's no button for it in the bot.
  </Accordion>

  <Accordion title="Transferring a domain or VPS" icon="arrow-right-arrow-left">
    To another Lumi user — use the **Transfer** button in the service card (see [Transferring services](/en/account/transfer)). Proxies can't be transferred.
  </Accordion>

  <Accordion title="Unblocking a domain in clientHold" icon="unlock">
    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.
  </Accordion>

  <Accordion title="ISO boot, VPS recovery" icon="display">
    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.
  </Accordion>

  <Accordion title="Payment didn't arrive" icon="receipt">
    First wait 10–15 minutes. Then message [@lumisup\_robot](https://t.me/lumisup_robot) with the **payment ID** from your receipt.
  </Accordion>

  <Accordion title="A service disappeared from the panel" icon="circle-question">
    Message support — we'll find the cause and tell you what can be done.
  </Accordion>
</AccordionGroup>

## What to include

The more precise your details, the faster the issue gets resolved.

| Situation             | What to send                                                                 |
| --------------------- | ---------------------------------------------------------------------------- |
| Domain not working    | Domain name + WHOIS status from [lookup.icann.org](https://lookup.icann.org) |
| Payment didn't arrive | Payment ID from the receipt or the payment provider's email                  |
| VPS won't connect     | Server number, IP, error text                                                |

## Outside support's scope

<Warning>
  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
</Warning>

<Note>
  News and status — [@lumirunet](https://t.me/lumirunet). If something's down for everyone, it'll be there.
</Note>