Support.
Something broken, something confusing, or something you need changed. Tell us what is happening and we pick it up — you are not filing into a queue nobody reads.
Support request
Sign-in, access or billing is blocking meIt loaded, but it did the wrong thingIt works, I just cannot work out howAn idea, or something that annoyed me
Shown, not hidden: the product, the page you were on, your browser, and your account only if you are signed in.
How can we help?
For clients and product users. The people who built the thing you are writing about are the ones who read it.
- support@stacklumen.com
- Office
- Lexington, KY
Thank you. Your request has been received.
If a site we host is down we reply the same day; everything else gets a reply within one business day. If nothing arrives, check your spam folder and then write to support@stacklumen.com.
What happens when you send it
No ticket numbers, no first-line script, no being asked to restart your browser. Four steps, and a human reads step one.
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You describe the problem
What you were doing, what you expected, and what happened instead. A screenshot or a link to the page saves us an entire round trip.
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We reproduce it
Before touching anything we confirm the behaviour ourselves, so the fix addresses the actual cause rather than the symptom you happened to notice.
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We tell you what it is
A plain description of the cause, whether it falls under your plan, and what it would cost if it does not. You decide before anything is billed.
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We fix it and confirm
The change ships and we tell you when it is live, rather than leaving you to check. Anything structural gets written down for the next person.
What are you writing in about?
All three reach the same inbox. Naming it just helps us open the right thing first.
Bugs, outages and errors
A page will not load, a form stopped sending, an integration is failing. Include the URL and roughly when it started and we can usually find it fast.
Report a problemInvoices, plans and payments
An invoice, a plan change, a payment that failed or a charge that looks wrong. Billing has its own page, read by someone who can see the account.
Ask about billingEdits, additions and improvements
Content edits, new pages, new features. Small changes are often already covered by your plan; anything larger gets a quick estimate before we start.
Request a changeWhat support covers
If you are on a hosting or maintenance plan, most of this is already included. If you are not sure, ask — we would rather tell you it is free than let it sit broken.
Uptime and outages
If something we host goes down, that is ours to fix. There is never a charge to have an outage looked at, whatever turns out to have caused it.
Security and updates
Dependency updates, platform changes and security patches are applied as part of hosting rather than billed to you as separate pieces of work.
Content and small edits
Copy changes, image swaps and small layout fixes on hosted sites. Send them in plain language — you do not need to write a formal ticket.
Integrations and forms
Form delivery, analytics, payment and CRM connections. These tend to break quietly, so tell us the moment something looks off rather than waiting.
Performance and SEO health
Slow pages, failing Core Web Vitals and broken metadata are investigated as part of ongoing maintenance, not treated as a separate engagement.
Access and handover
Lost a password, adding a teammate, moving a domain. We would rather help you into your own accounts than sit in the middle of them.
Common support questions
The things people ask before they write in. If yours is not here, ask it in the form above.
How do I report an urgent outage?
Email support@stacklumen.com with “urgent” in the subject line, or use the form above. If a site we host is fully down, we aim to respond the same day.
Is support included or billed separately?
Every build includes 60 days of post-launch support. After that, hosted clients get maintenance and small edits as part of the plan; larger work is quoted first.
What counts as a small edit?
Text changes, image swaps, or adding a page from a template you already have. If it takes us under roughly half an hour, it is generally covered without a quote.
Do you support sites you did not build?
Sometimes. We start with a paid audit so we understand the codebase before agreeing to maintain it, and we will say no if it cannot be supported responsibly.
Where do I find my invoices?
Invoices for a Stacklumen plan are in Billing, under Payment method and invoices. For any other invoice, or if you cannot get in, ask on the billing page and we will send them across directly.
Can I speak to someone directly?
Yes. Ask in your reply and we will arrange a call. Complicated issues are usually faster to explain out loud.
Help with StackIDE
StackIDE is the Stacklumen desktop app for Mac and Windows. These are the things people run into most, each with the part of the docs that covers it.
How do I install StackIDE?
Sign in at stacklumen.com/ide and take the build for your computer: Apple silicon or Intel on a Mac, x64 or Arm on Windows. On a Mac, drag it into Applications; on Windows, run the installer. It installs as “Stacklumen” for now, and takes the StackIDE name in an update.
Download and installWhy does Windows say “Windows protected your PC”?
The Windows installers are not code-signed yet, so SmartScreen may stop one the first time it runs. Check its SHA-256 fingerprint against the one the download page shows, then choose More info and Run anyway. The Mac builds are signed and notarised by Apple.
When something goes wrongMy Mac shows Update available, not Restart to update.
Mac builds before 0.1.5 were not signed, and a Mac only installs an update into a signed app. On 0.1.4 or older, download 0.1.5 once by hand. From then on, updates download quietly and Restart to update appears in the status bar.
Notifications and updatesHow does signing in with the browser work?
Choose Sign in with your browser in StackIDE, sign in on stacklumen.com and press Open Stacklumen Desktop, the name the app installs with for now. The browser hands the session back to the app. If the app says “That sign-in didn’t go through”, start again from the app and confirm within a few minutes.
Signing in and outA synced file “changed in the designer too”. What happened?
You and the designer changed the same lines, and the site kept its own. Your copy was saved first, in .stacklumen/conflicts in the synced folder: copy back what you need and save. A file the designer cannot hold stays as you wrote it and shows under Problems.
Folder syncWhere do I report a StackIDE problem?
Here, with StackIDE as the topic in the form above. Say whether you are on a Mac or Windows and which version Settings → About shows, and we can usually reproduce it on the same build.
Report a StackIDE problem