# 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.

Source: https://heylilo.co/help/account/get-help

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

1. Open your account menu at the top right and choose **Contact support**.
2. Under **What's this about?**, choose a topic, like **General support**, **Issue with appointments** or **Bug report**.
3. Under **How urgent is it?**, choose **Low**, **Normal**, **High** or **Urgent**. Each option says what it means.
4. Under **Subject**, sum up the problem in a line.
5. 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.
6. 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.

1. Select **Send feedback** at the bottom right of the screen.
2. Describe what happened and what you expected. Your name and email are optional.
3. Select **Send feedback**.

In the Lilo app, tap **More**, then tap **Send feedback** under **Support**.

If you need an answer, use **Contact support** instead.

## Ask Lilo AI

**Applies to:** Everyone except service providers

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](https://heylilo.co/help/lilo-ai/what-lilo-ai-can-do).

**Applies to:** 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](https://heylilo.co/help/getting-started/switch-to-lilo).