Contact & Community

Get help and support for your Lyraverse experience.

Support Channels

Primary Support

• Email: [email protected]

• Response Time: < 24 hours

• Availability: 24/7 (automated responses outside business hours)

Technical Support

• Email: [email protected]

• Specialization: Technical issues, bugs, platform problems

• Response Time: < 12 hours during business days

Creator Support

• Email: [email protected]

• Specialization: Collection creation, minting setup, royalties

• Response Time: < 8 hours during business days

Community Support

Discord Community

• Server: Lyraverse Discord

• Channels:

  • #general-support: General questions

  • #technical-help: Technical issues

  • #creator-help: Creator assistance

  • #bug-reports: Report bugs

Telegram Groups

• Main Community: Lyraverse Telegram

• Technical Support: Lyraverse Tech

Issue Categories

Account & Wallet Issues

• Wallet connection problems

• Profile management

• Account security concerns

Contact: [email protected]

Minting & Collections

• Mint transaction failures

• Collection setup issues

• Phase configuration problems

Contact: [email protected]

Marketplace & Trading

• Listing problems

• Purchase issues

• Fee disputes

Contact: [email protected]

DAO & Governance

• Proposal creation issues

• Voting problems

• Staking difficulties

Contact: [email protected]

How to Submit a Support Ticket

Required Information

When contacting support, please include:

{
  "contact": {
    "email": "[email protected]",
    "walletAddress": "0x1234...abcd",
    "discordUsername": "username#1234"
  },
  "issue": {
    "category": "minting/collection/trading/etc",
    "description": "Detailed description of the problem",
    "steps": "Steps to reproduce the issue",
    "expected": "What should happen",
    "actual": "What actually happened"
  },
  "technical": {
    "browser": "Chrome 120.0.6099.109",
    "os": "macOS 14.2.1",
    "wallet": "MetaMask 11.5.2",
    "network": "Hyperliquid Testnet",
    "transactionHash": "0xabcd...1234",
    "errorMessage": "Exact error message",
    "screenshots": "Attach relevant screenshots"
  }
}

Ticket Priority Levels

🚨 Critical (Response < 4 hours)

• Platform down or major functionality broken

• Security vulnerabilities

• Large financial losses

• Account compromise

⚠️ High (Response < 12 hours)

• Core functionality not working

• Unable to mint/purchase/sell

• Significant user impact

• Data loss

📋 Normal (Response < 24 hours)

• Minor bugs and issues

• Feature requests

• General questions

• Documentation issues

💡 Low (Response < 48 hours)

• Enhancement suggestions

• Minor UI improvements

• Non-urgent questions

Support Response Process

Initial Response

1. Acknowledgment: Within response time window

2. Issue Assessment: Categorization and prioritization

3. Information Request: Additional details if needed

Investigation

1. Technical Analysis: Review logs and data

2. Reproduction: Attempt to reproduce issue

3. Root Cause: Identify underlying problem

Resolution

1. Solution Provided: Clear resolution steps

2. Follow-up: Confirm issue resolved

3. Prevention: Advice to prevent recurrence

Self-Service Resources

Documentation

• User Guides: docs.lyraverse.io

• API Reference: Technical integration docs

• Troubleshooting: Common issues and solutions

Knowledge Base

• FAQ: Frequently asked questions

• Video Tutorials: Step-by-step guides

• Community Wiki: User-contributed solutions

Status Updates

• Platform Status: status.lyraverse.io

• Maintenance Notices: Scheduled downtime alerts

• Incident Reports: Real-time issue tracking

Business Hours

Support Team Availability

• Monday - Friday: 9:00 AM - 6:00 PM CET

• Weekend Coverage: Emergency support only

• Holiday Schedule: Posted on status page

Response Time Commitments

• Business Hours: Full response time guarantees

• After Hours: Acknowledgment within 4 hours

• Weekends: Best effort basis

Escalation Process

If Not Satisfied with Response

1. Follow-up Request: Reply to original ticket

2. Escalation Tag: Include "ESCALATION REQUESTED"

3. Senior Review: Issue reviewed by senior staff

4. Priority Increase: Faster resolution timeline

Contact Information

• Escalation Email: [email protected]

• Executive Contact: [email protected] (critical issues only)

Feedback and Suggestions

Platform Feedback

• Feature Requests: [email protected]

• User Experience: [email protected]

• General Suggestions: [email protected]

Community Involvement

• Beta Testing: Join beta testing programs

• Ambassador Program: Community leadership opportunities

• Governance Participation: Vote on platform changes

Security and Privacy

Security Incidents

• Report Security Issues: [email protected]

• PGP Key: Available for encrypted communications

• Bug Bounty: Responsible disclosure program

Privacy Concerns

• Data Requests: [email protected]

• GDPR Compliance: EU data protection rights

• Privacy Policy: privacy.lyraverse.io

Global Support

Language Support

• Primary: English (24/7)

• Secondary: French, Spanish, German

• Translation Services: For other languages

Regional Teams

• Americas: [email protected]

• Europe: [email protected]

• Asia-Pacific: [email protected]

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We're here to help you succeed on Lyraverse! 💬