# Contact support

> Get help from Thoughtly Lira without leaving your workspace.

Source: https://lira.thoughtly.com/docs/troubleshooting/contact-support
Audience: everyone
Last reviewed: 2026-10-23

Sign in to Lira, then open the chat button in the lower-right corner to contact **Thoughtly Lira** support. The Messenger is available to admins, managers, and trainees.

## Start a conversation

Open the Messenger, choose the option to send a message, and describe what you need help with. Include the page you were on and what you expected to happen. Sending a support message does not submit a practice attempt or publish a replay.



![The support Messenger’s Messages tab with no previous messages and a Send us a message button.](https://lira.thoughtly.com/docs/images/product/contact-support.png)

Choose Send us a message to start a support conversation.



Your account ID, name, email, and signup date identify you to support. Lira does not automatically attach practice recordings, transcripts, scores, or scenario instructions to your message. Share only the details needed to explain the issue.

## During practice

The chat launcher is hidden while the practice-call controls are visible, so it does not cover **End**, **Mute**, or other call actions. Close the call controls when you are finished to bring the chat button back.

## If the chat button is missing

Make sure you are signed in and have closed the practice-call controls. Reload the page if the Messenger has not loaded. Browser extensions or a managed network may block the support widget.

You can also email [help@thoughtly.com](mailto:help@thoughtly.com). Do not include passwords, login codes, or access tokens.

The Messenger session is cleared when you sign out. Public replay and certificate pages do not identify their visitors to support.