technical issue
Record useful evidence
Attach a safe screenshot or short recording of the problem.
Show the issue Capture the page and the steps that reproduce the problem. A short recording is usually easier to review. Hide passwords, codes, payment details and unrelated client information.
File limits Attach up to 10 files across a ticket. Each image can be up to 10 MiB and each video up to 100 MiB, with 200 MiB total. Use JPEG, PNG, WebP or a supported phone image, or MP4, MOV or WebM video. If a phone image cannot be decoded, export a JPEG or take a screenshot.
Security checks and retention Uploaded evidence is private and cannot be opened until its security check finishes. Pending or rejected evidence does not prevent a text conversation. Evidence normally expires 90 days after closure; reopening a ticket cannot recover evidence that has already expired. Closed conversations are normally removed after 24 months. Account deletion can remove them earlier.
Still need help? Contact Lusara support.
