For everyone

Your Support request

Where a report or a help request stands, and how to answer a question from us.

Every report and every help request gets a reference code. The Support request page shows where it stands. You do not need an account to open it. Use the link in your email, or the link we showed you when you sent it.

The page shows one of these:

Received. We got it. A person will look at it.

Needs info. We asked you a question. Answer it on the same page.

Reviewing. A Lerabase team member is looking at it.

Decided. A Lerabase team member decided. The page shows a short message.

Not finished. We closed it because we did not hear back. You can still answer, and we open it again.

The page shows the exact day we owe you an answer. Help requests are answered within 2 business days. Weekends and US federal holidays do not count for business days.

To answer a Needs info question:

1. Open your Support request page.

2. Type your answer in the box.

3. Press Add a picture if a picture helps. You can add up to 3. We remove hidden details such as where it was taken.

4. Press Send.

The promised time stops while we wait for you, and starts again when you answer. We remind you once after 7 days. After 14 days with no answer, we close it as not finished. We never close it as not approved.

If we left something up and you know something new, add it on the same page. We look again. Your reference code stays the same.

You see the reference code and the words a Lerabase team member. You never see a staff name.

Lost your code? Use Lost your code? on the Contact page. Type the email you gave us, and we send the links for your open requests.

If you gave an email, we use it only for this request. We delete it when the request closes.

Something went wrong? A wrong or old link shows the same page for every request, so no one can learn which codes exist. Ask for a new link.