End User Support

Customer Support

• How will Lucra’s customer support work?

  • The SDK offers a way for us to expose our customer support in the app.

    • Users can access this via their profile in the hamburger menu of your app or by reaching out to [email protected].

  • A few common reasons why users reach out to support include:

    • Account suspension

    • Failed KYC verification

    • Withdrawal timeline

    • General inquiries about functionality

  • Once a user contacts us we will receive a support ticket that will be reviewed by our support team.

    • Our support team has normal working hours (9 am - 5 pm ET) on weekdays and excluding holidays.

    • A first response from our support team to users should be expected within one to two business days.

• How can we prepare for customer support that comes in-venue or through our internal channels?

  • Your implementation manager will work with you to prepare any internal or operational teams with FAQs and Need-To-Knows in preparation for any direct questions that may arise from customers.