Before sending a request
Search the Help Center and try the related troubleshooting steps. If the problem remains, open Support from your account so the request stays connected to the correct customer record.
What to include
Clear subject
Describe the feature and problem in a few words.
What you were doing
List the steps that led to the issue.
Expected result
Explain what you thought would happen.
Actual result
Describe what happened instead.
Environment
Include the LobeWork version, operating system, connection mode, and device name when relevant.
Error text
Copy the visible message exactly when possible.
What not to send
Do not send passwords, API keys, full payment-card details, private client data, unrelated project files, or information the support team did not request.
Screenshots and attachments
Crop the image to the relevant area, remove private information, and include enough surrounding interface to understand where the issue occurred.
Follow the request
Replies and status updates remain available in your account. Continue the same ticket instead of opening duplicates for the same issue.
Account or billing concerns
For an unfamiliar charge or account-access concern, choose the appropriate billing or account category so the request can be routed correctly.
Ask LobeWork about this guide.
The question will be placed into the support widget so you can continue from the exact topic.