Support
LodgeReady is a small, focused team. You can reach us at hello@lodgeready.com for anything below. We read every message and reply from a real person — not an autoresponder.
Response times
| Type of request | Aim to respond within |
|---|---|
| Security disclosures | 1 business day |
| Account access lost (can't log in, locked out) | 1 business day |
| Data deletion or export requests | 2 business days |
| Billing questions | 2 business days |
| Bugs and product questions | 2–3 business days |
| Feature requests and feedback | We read all of them; we won't always reply individually |
Business days are Monday–Friday, Jakarta and Sydney working hours. We'll often be faster than the targets above; we set them so you know what you can rely on.
Before you email us
A few common questions answer faster on your own:
- Can't log in? Use Forgot password on the sign-in screen. A reset link is emailed within seconds. Check spam if you don't see it.
- Didn't get a verification code? On the verify-email screen, click Resend code. The code expires after 15 minutes — after that, request a new one rather than re-using an old one.
- Invite link expired? Ask the person who invited you to send a new invite from their Team page. Invite links are valid for 72 hours.
- Document upload not analyzing? The AI runs once per upload; refreshing the page won't restart it. If a document still says Analyzing… after 60 seconds, refresh — you'll see the verdict or a clear error.
- Want your account or data deleted? Settings → Delete account inside the app handles full deletion. Or email us and we'll do it for you within 2 business days.
Reporting a security issue
If you think you've found a vulnerability, please email hello@lodgeready.com with the subject line starting "SECURITY:" so we can route it immediately. Don't post details publicly while we investigate. We aim to acknowledge within 1 business day and follow up with a fix or timeline within 5.
For migration agents and translators on the platform
If you're a paid team member managed by an agency on LodgeReady, the agency owner controls your account (role, suspension, profile). For workspace-level changes, ask the owner first; if they can't help, email us and we'll work with them.
Press, partnerships, and other
Same address — hello@lodgeready.com — and we'll route it. Please include "press" or "partnership" in the subject so it doesn't sit in the support queue.