Get help from Lilo
Contact Lilo support, report a problem with Send feedback, ask Lilo AI how to do something, and get help when you can't sign in.
Have a question, or is something not working? Contact support to reach the Lilo team. They'll reply by email. You can also send feedback about a problem or ask Lilo AI.
Contact support
- Open your account menu at the top right and choose Contact support.
- Under What's this about?, choose a topic, like General support, Issue with appointments or Bug report.
- Under How urgent is it?, choose Low, Normal, High or Urgent. Each option says what it means.
- Under Subject, sum up the problem in a line.
- Under Message, describe what's going on. Leave out client names and health details. Give the appointment's date and time instead so the Lilo team can find it.
- Select Send to support.
You'll see We've received your ticket. The Lilo team replies by email.
In the Lilo app, tap More, then tap Contact support under Support.
Send feedback
Use Send feedback to report a bug or suggest an idea. It goes to the Lilo team.
- Select Send feedback at the bottom right of the screen.
- Describe what happened and what you expected. Your name and email are optional.
- Select Send feedback.
In the Lilo app, tap More, then tap Send feedback under Support.
If you need an answer, use Contact support instead.
Everyone except service providers
Ask Lilo AI
Lilo AI can tell you where something is in Lilo and link you to the page. Select the sparkle button at the top right, or press ⌘K (Ctrl+K on Windows), and ask. See What Lilo AI can do.
Everyone except service providers
Lilo AI also answers how-to and why questions, like "How do I change my business hours?" It answers from Lilo's help pages, using only the parts that apply to you. If no help page covers your question, it says so and points you to Contact support.
If you can't sign in
Write to support@heylilo.co. Include your business name so the Lilo team can find your account.
How it works
- Everyone on your team can contact support or send feedback, on the web and in the Lilo app.
- Only the owner, admins and location managers can choose Issue with billing.
- Your ticket includes your name, role, business and plan, so you don't need to add them.
- If you send several tickets in a few minutes, Lilo asks you to wait a little before sending more.
Common questions
How do I talk to someone at Lilo?
Use Contact support in your account menu, or under More in the Lilo app. The Lilo team replies by email.
Why can't I choose Issue with billing?
Only the owner, admins and location managers can. Choose General support instead, or ask your account owner to get in touch.
Where do I report a bug?
Use Send feedback. If you'd like a reply, use Contact support and choose Bug report.
Can I get help moving my data from another booking app?
The account owner can ask for it. See Switch to Lilo from another platform.
Billing and your Lilo subscription
Check your plan's status, subscribe or restart your plan, change your card, find your Lilo invoices, cancel, or fix a failed payment.
Delete your account
Delete your Lilo account or ask Lilo to close a team account, what happens to your data and subscription, and how to cancel a deletion request.