How do I open a ticket? Can I attach screenshots?
When something goes wrong, a ticket is the most complete way to reach us: every message between you and our support team stays on the same ticket, and you can come back to check progress at any time.
Opening a ticket
- Log in to the portal, open Tickets and select New ticket.
- Choose a service category. The issue type is optional.
- Write a subject and describe the problem. Attach files if they help.
- Select Submit. You get a ticket number (for example LY-1042).
Attachments
- Up to 5 files each time, 10 MB or less per file.
- Images, PDF, text and log files, CSV, Office documents and ZIP are accepted.
Who can see the ticket
If you belong to a company team, team members can see your tickets by default. Tick Private ticket and only you and our support team can see it. Hosting and compute categories tick Private ticket by default, because those tickets often mention server passwords or connection details.
What happens next
We notify you when support replies (by email, and on LINE too if you linked it). A ticket marked Resolved can still be replied to within 7 days, which reopens it. After 7 days, or once it is Closed, please open a new ticket.