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How to report issues ​

We welcome and review bug reports to improve the stability and quality of Ridy and other BetterSuite products. However, the scope of support and response depends on your license status and support plan.

📬 Reporting Bugs (For Everyone) ​

Even if you haven't purchased a license or your support period has expired, you are still welcome to report bugs — especially if discovered through the official live demo.

📧 Email for Bug Reports:

Send to: contact@lumeagency.io

⚠️ Important: We only consider bugs reproduced in the unmodified live demo or official installation.
Bugs found in customized builds will not be reviewed.

📝 Recommended Bug Report Format:

Please include the following to help us review efficiently:

  • Target App (e.g., Driver App, Admin Panel)
  • Platform (e.g., Android, iOS, Web)
  • Version (e.g., v3.2.1)
  • Steps to Reproduce (as clearly as possible)
  • Screenshots or Video (if applicable)
  • Expected vs Actual Behavior

Bug reports do not guarantee a personal response, but they are always reviewed by our product team.

🎟️ Support Requests (For Licensed Users) ​

If you have a valid support license, you may submit tickets for technical assistance through our support portal. This is the preferred method for installation help and operational issues.

🔐 What to Include:

  • Your purchase code (for validation)
  • A clear description of the issue
  • Server access credentials (SSH or panel-based access)
    • You may reset your password after resolution
  • Relevant screenshots or logs

🚫 Limitations:

  • We do not offer support for customized or self-modified builds
  • We only support issues involving the installation and operation of the unmodified product

⏱️ Response Time:

  • Our team aims to respond to support tickets within 2 working days

🥇 Pro Plus Plan Users ​

If you're on a Pro Plus plan, you receive:

  • Priority support
  • Direct messaging access to our developers via private channels
  • Conflict resolution and migration help during version upgrades

🔐 Privacy & Security ​

  • Do not include database dumps or passwords in email bug reports
  • Use secure support channels for credentials if needed
  • We treat all credentials confidentially and recommend changing them after resolution