Customer Support
Get Help with Macro and MooDo Applications
Welcome to Lumora Labs customer support. We're here to help you get the most out of your Macro and MooDo applications.
Quick Support Options
Search Help Center
Find instant answers to common questions in our comprehensive knowledge base.
Live Chat Support
Get real-time assistance from our support team during business hours.
Email Support
For detailed questions or when you need to share screenshots/files.
Support Categories
Getting Started
New to Macro or MooDo? We'll help you get up and running quickly.
- • Account setup and verification
- • Initial app configuration
- • Basic feature orientation
- • Data import and setup
Technical Support
Experiencing technical issues? Our technical team can help resolve problems.
- • App crashes or freezing
- • Sync problems with iCloud or Firebase
- • Login and authentication issues
- • Performance and speed problems
Billing & Account
Questions about your account or subscription? We handle all billing inquiries.
- • Subscription management and changes
- • Payment method updates
- • Refund requests
- • Account deletion requests
Privacy & Security
Concerned about your data privacy or security? We take these matters seriously.
- • Understanding what data we collect
- • Managing your privacy settings
- • Data deletion requests
- • Reporting security vulnerabilities
Premium Support
Priority Support
Available for paid subscribers of Macro and MooDo applications.
- • Faster response times (within 4 hours)
- • Direct access to senior support staff
- • Phone support for critical issues
- • Beta program access and early feature previews
Enterprise Support
For business and enterprise customers with special requirements.
- • Dedicated support manager
- • Custom service level agreements (SLAs)
- • On-site training and implementation support
- • Compliance and legal documentation support
Contact Information
Business Details
- Company: Lumora Labs Pty Ltd
- Address: Vermont South, VIC, Australia
- Website: www.lumoralabs.io
Support Channels
General Support:
lumos@lumoralabs.io
Business Hours:
Monday to Friday: 9:00 AM - 5:00 PM AEST
Emergency Support:
Mark emails "URGENT SECURITY"
Response Time Commitments
Standard Support
- • Live Chat: 2-5 minutes
- • Email: Within 24 hours
- • Complex Issues: 2-3 business days
Priority Support
- • Live Chat: Immediate
- • Email: Within 4 hours
- • Phone: Available for urgent issues
Emergency Support
- • Response: Within 2 hours, 24/7
- • Contact: "URGENT SECURITY"
- • Escalation: Automatic to senior staff
Australian Consumer Law and Your Rights
As an Australian business, we comply with the Australian Consumer Law (ACL). You have certain rights that cannot be excluded:
Consumer Guarantees
Our services come with guarantees that:
- • Services are provided with due care and skill
- • Services are fit for the purpose you told us about
- • Services are provided within a reasonable time
- • Services are of acceptable quality
Making a Complaint
If you're not satisfied with our response:
- Internal escalation: Ask to speak with a supervisor or manager
- Formal complaint: Submit a written complaint to lumos@lumoralabs.io (mark subject "FORMAL COMPLAINT")
- External resolution: Contact the Australian Competition and Consumer Commission (ACCC) or your state/territory consumer protection agency
Need Immediate Help?
Start a live chat or email us for quick assistance with your Macro and MooDo applications.
This support page complies with Australian Consumer Law and outlines your rights as a consumer. We're committed to providing excellent service while respecting your privacy and data protection rights.