> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.lido.app/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Get help: contact options

There are several ways to get help with Lido. Pick the one that matches the type of question.

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## In-app chat (fastest)

Click the chat bubble in the bottom-right of any Lido page. The chat agent answers most questions instantly using this knowledge base. If your question is more complex, it routes you to a human on the Lido team.

Use chat for:

* How-do-I questions
* Quick troubleshooting
* Pricing and plan questions
* Anything where you'd benefit from a fast back-and-forth

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## Email support

Email **support@lido.app** for:

* Detailed bug reports with screenshots, file samples, or video
* Issues that need an engineer to investigate
* Anything you can't or shouldn't share in a chat (sensitive data should still be redacted before sending)

Include in your email:

* Workspace name or URL
* The sheet, workflow, or extractor where the issue happens
* Steps to reproduce
* What you expected and what happened
* Any error messages (copy text or screenshot)

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## Sales / Enterprise inquiries

For:

* Enterprise pricing
* HIPAA BAA
* SSO setup
* Volume discounts (education, nonprofit, startup)
* Custom retention windows
* Security review and SOC 2 report request

Ask in chat — the agent will route you to the sales team. Or email **sales@lido.app** directly.

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## Security issues

Report security concerns to **security@lido.app**.

Include:

* Description of the issue
* Reproduction steps
* Affected URL/endpoint
* Your contact info

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## Status and outages

For real-time platform status, check the in-app status banner. If something looks broken and the status is green, file a support ticket so the team can investigate.

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## What to include for the fastest resolution

The more concrete detail you provide, the faster Lido can help:

* **A specific example.** Sample document (with sensitive data redacted), workflow ID, sheet URL.
* **What you expected vs. what happened.** "I expected X, got Y" beats "it's broken."
* **The exact error message.** Verbatim is better than paraphrased.
* **Recent changes.** "It worked yesterday; today after I added a step…" is gold.
* **Browser and OS** if it's a UI issue.

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## What chat support won't do

* Negotiate pricing on the spot — pricing is at [https://www.lido.app/pricing](https://www.lido.app/pricing) and custom quotes go through sales.
* Access your account or click around in your workspace on your behalf — the team can guide you, but you do the clicking.
* Promise feature delivery dates — feature requests are tracked and weighed against the roadmap, but no individual ETA is guaranteed.

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## Related articles

* Pricing, plans, and page allowance
* Security and data handling
* Manage your subscription