Creating a support ticket
How to open a ticket for a specific problem and what happens next.
If you are stuck with a specific problem (e.g., billing or a failed action), open a support ticket under Support.
How to proceed
- Open Support and select "New Ticket".
- Enter a clear subject. If similar open tickets of yours appear, you can open the existing one instead of creating a second one.
- Select a category (e.g., billing, technology, account, feedback).
- Briefly describe what you did and what happened.
- Submit – you will receive a confirmation via email with a link to the ticket.
What happens next
- Your ticket is assigned a status (open, waiting for you, in progress, resolved, closed).
- Lex/Lexi will automatically provide an initial response to your first message. It is marked as an AI response and is not reviewed by a human beforehand; the team is notified about your ticket and will get in touch if necessary.
- If you do not write in German, we will automatically translate your message for the team and translate the replies into your language.
- Details on the information we process for this purpose (e.g., technical details regarding errors, spam checks, storage duration) can be found in the Privacy Policy, Section 5g.
- You will find all replies in the ticket; you can also see new reactions in your notifications.
Formatting your replies
When replying, a small formatting toolbar is available – bold, italics, lists, quotes and links, no Markdown knowledge required. Your formatting appears in the reply exactly as you entered it.
Attaching files
Just drag a file into the reply field (drag & drop) or paste it (Ctrl/Cmd+V) – for example a screenshot straight from your clipboard. It appears immediately as an attachment; alternatively use the file button below. Allowed are PDF, images (JPG, PNG, GIF, WebP, HEIC), Office files (Word, Excel, PowerPoint, OpenDocument) and TXT/CSV – maximum 10 MB per file. Other formats (e.g. ZIP, HTML or program files) are not accepted for security reasons.
Your draft is never lost
Your reply draft is saved automatically on this device while you're still writing. If you accidentally reload the page or close the tab, your text will be there when you reopen the ticket.
Please check briefly beforehand
Many questions are already answered by this wiki or the free help provided by Lex and Lexi. Actual legal questions (Rechtsfragen), on the other hand, do not belong in a support ticket, but rather in the AI tools (Ask a legal question) or with a law firm (Kanzlei) (Finding a lawyer).
Related topics: Getting Help & Support · Notifications & Alerts · Refunds & Reimbursements · Finding a lawyer
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