Support
Send one clean diagnostic thread.
Luma Cloud support is request-id-first: enough data to trace billing, quota, API, or installer failures without exposing secrets. The public contact is info@lumaos.cloud.
info@lumaos.cloud
Use this address for billing, refunds, API access, provider integrations, and SuperCodex installer issues.
Write from the same email you used for checkout or sign-in when possible.
For urgent security or abuse reports, put Security or Abuse in the subject.
Safe diagnostic checklist
Copy the relevant items into the email. Redact secrets first.
Triage
Keep billing, API, and installer issues separate.
Mixing refund requests with streaming logs slows both investigations. Pick the lane that matches the first visible failure.
Subscription, payment, or refund
Use the checkout email, charge date, plan name, and a short description of what went wrong. Refund requests belong here, not in API troubleshooting threads.
Refund policyAPI, quota, key, or model issue
Send the request id, endpoint origin, model id, public error code, and whether the response started streaming. Support can inspect usage and routing without your key.
Error codesSuperCodex or IDE setup
Include the app, OS, installer version, and the exact screen or provider field that failed. For IDEs, name the provider type and base URL the app accepted.
Setup docsRedaction
Never send credentials to support.
A request id is enough to correlate most failures. Secrets should stay in your dashboard, local keychain, environment, or Stripe.
Do not include
- API keys, bearer tokens, cookies, one-time login codes, or Stripe payment details
- Private or internal URLs, OAuth credential files, or local sign-in session data
- Full config files before redacting secrets, environment dumps, SSH keys, or database URLs
- Customer prompts containing credentials, private source, regulated data, or personal documents
Reply targets
These are operational targets, not a legal service-level agreement.