Support
We’re here to help.
Tell us what happened and we’ll help you find the next step.
What to include
- The email you use for Luma Cloud.
- A short description and the time the issue happened, including your timezone.
- The steps that led to the issue, what you expected, and the error message or a redacted screenshot.
- For setup issues: the client name and version, your operating system and the guide you followed.
- For API requests: the model ID, request ID and error code, if shown. Include whether the request used Chat Completions or Responses.
Never send passwords, API keys, login codes, cookies or payment card details. Redact authorization headers and private prompt or file content from screenshots and logs.
If an API request fails
Find your code in API errors. Check the endpoint and exact model ID against your client guide. For a payment or quota error, check whether the key uses API Wallet funds or Builder subscription quota.
If text replies work but an agent action fails, describe the action that failed. A working chat connection does not confirm support for every tool, image or editor feature.
Payments and additional quota
Write from the email used for checkout and include the payment date, amount and whether it was a subscription, API Wallet funding or additional quota. If confirmation is still pending, mention that and avoid making the same purchase again.
You can find subscription invoices, manage your payment method and review your plan in Account. See Plans & payments for the available controls. For refund requests, see the refund policy.