Support
Open a support ticket, and how fast we answer
How to open a LiteKeep support ticket from the console or by email, what to include, attachments, ticket statuses, and our first-reply time of 20 minutes, around the clock.
Last updated 27 October 2026
In the console open Support and start a new ticket, or email [email protected] from your account email. A person sends the first reply within 20 minutes, 24 hours a day, 7 days a week.
Open a ticket
- Go to new ticket.
- Pick a category: A server, A payment, Billing, Report abuse or Something else. Link the server or invoice it is about, if any.
- Write a subject and your message. Attach up to 3 files of 5 MB each: screenshots (PNG, JPEG, WebP, GIF) or text and log files.
- Press Send ticket.
What helps us answer fast
- The server name or invoice the ticket is about.
- The exact error message, copied as text, and the command that produced it.
- For a payment: the coin, the network and the transaction ID (more).
Ticket statuses
- Open: with us.
- Answered: we replied and are waiting for you.
- Closed: done. Reply to a closed ticket and it opens again. You can close a ticket yourself.
Response times
A first reply within 20 minutes of your ticket or email, 24 hours a day, 7 days a week. That is the first answer from a person, not the time to fix every problem. Our service level agreement lists all our commitments.
A note on safety
We never ask for your password, your two-factor codes or your server’s private keys, and we never ask for a fee to recover a payment.
If the ticket will not send
- You can open up to 5 tickets an hour. Add to an existing ticket instead of opening a new one.
- An attachment is too big or the wrong type: images and text logs only, up to 5 MB each. Remove passwords and keys from logs first.
- Can’t sign in at all? Email [email protected] from your account email.