Support Tickets: How to Get Help Without Leaving Your Vault
"Just email us" doesn't scale once a conversation needs more than one reply — threads get lost, subject lines drift, and nobody has a reference number. LifetimeCloud now runs support through a lightweight in-app ticket system instead: one code, one thread, a status you can actually check.
Opening a ticket
There are two ways in, and they open the same panel:
- The support button. On desktop it sits docked in the vault; on mobile it's the Support tab in the bottom navigation. Either way it opens a small panel — no page reload, no leaving whatever you were doing.
- Your Profile page. The Support Tickets section has a "New ticket" button and doubles as where every past ticket lives.
A ticket is just a subject (up to 200 characters) and a message describing the issue (up to 5,000 characters). Send it, and you're done.
Your ticket code
The moment you submit, you get a code back — something like LC-7F3K2A — and a confirmation email lands in your inbox with that same code. It's your reference for that specific conversation: if you ever need to mention the issue elsewhere, the code is what identifies it, not the subject line you typed.
Where to track it
Every ticket you've opened lives under Profile → Support Tickets, newest activity first. Open one and you'll see the full thread — your original message, any replies, and a status pill showing where things stand. You don't need to keep the confirmation email around to find your way back to a ticket.
How the status changes
| Status | What it means |
|---|---|
| Open | Sent and waiting on a reply — either your first message, or you just followed up on an existing ticket. |
| Answered | Support replied. You'll get an email; the thread shows the reply inline. |
| Closed | Resolved. You still have the full history — and replying to a closed ticket reopens it automatically. |
There's no separate "reply-all" or CC chain to manage. You reply from the same thread, on desktop or mobile, and it appends to the same ticket.
Who can actually see it
A ticket is scoped to the account that opened it — there's no way to look up someone else's ticket by guessing a code, and support only ever sees the text you typed into the subject and message fields. Nothing about your vault, your files, or your encryption key is part of that conversation; if a fix genuinely requires more detail, the request comes to you inside the same thread, not as vault access.
Something not working? Say so.
Open a ticket from the Support tab or your Profile — you'll have a code and a confirmation email before you've finished reading this sentence.
Open your vault →