Guides · Setup and account
Support and status
How to reach us, how fast we reply, and where to check that everything is working.
Getting help
Use Help & support on your page, or email hello@lumierepaycheck.org. Business hours are Monday to Friday, 9 am to 5 pm Eastern, excluding US federal holidays.
How fast we reply
| Priority | What it covers | First reply |
|---|---|---|
| Urgent | Emails or texts aren't going out, or something is being sent that shouldn't be | Within 4 business hours |
| High | Something important isn't working and there's no workaround (a sync, signing in, approvals) | Within 1 business day |
| Normal | Questions, changes and everything else | Within 2 business days |
Put URGENT in the subject for the first kind. If something is being sent that shouldn't be, pause the agent first (every section on your page has a Pause button, and Vacation mode pauses everything at once).
Is it working right now?
The status page shows whether the website, sending, and background work (scheduled reminders, syncs, reading replies) are working, the last 30 days of uptime, and any updates we post during an incident. It's public, so you can check it without signing in.