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Picking the right route gets you an answer faster. Something broken right now goes to Support, and a support request is the most direct way to raise it. A question about how to run your program goes to your Customer Success Manager. Anything the documentation already answers is quickest to solve yourself.

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Check the documentation first

Most questions that reach Support are already answered here, and reading the page takes less time than waiting for a reply.

Troubleshooting

First steps for sign-in, browser, page, and integration problems.

Frequently asked questions

Platform, Livvy, and integration questions.

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Submit a support request

Use the support request form for anything that is not working as it should.
If the form does not appear, your browser or network is blocking the embedded page. Open the support request form in a new tab instead.
Whichever route you use, a report that includes this gets diagnosed on the first reply rather than the third:
  • your organization name
  • the affected page, feature, or product area
  • the time of the most recent attempt, with the time zone
  • the exact error text the user sees
  • whether it affects one person, one group, or everyone
  • the steps you have already tried
Never send passwords, private keys, access tokens, API secrets, or personal data the investigation does not need. If Support asks for a HAR file, send it only through the secure method Support gives you — a HAR can carry session cookies and authorization headers.

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Email Support

If you would rather not use the form, write to support@livingsecurity.com with the same details.

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Schedule a meeting

Some things are faster to talk through than to write down. Two kinds of meeting are available, and they reach different teams — each one books against a shared queue, so you get the first available person rather than one named individual.

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Program Strategy

Typically scheduled by a Company Admin to review and plan program strategies. For example:
  • Human Risk Management strategy
  • Phishing simulations and remediation training
  • Large event planning
  • Choosing training content or escape room storylines
  • Product configuration and program orchestration
Open the Program Strategy scheduler

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General Support

Typically scheduled by a Company Admin when specific functionality is not working as expected for any Living Security product. Bring the same details you would put in an email — the error, when it happened, and who it affects. A meeting diagnoses faster when the evidence is already in hand.
Open the General Support scheduler
The schedulers load from HubSpot. If your browser blocks third-party scripts, the booking page opens from the link in each section instead.

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Security and compliance requests

Security questionnaires, penetration test summaries, SOC 2 reports, and other compliance evidence are served from the Living Security Trust Center rather than by email.

Troubleshooting

Resolve common problems before you open a ticket.

Capture a HAR file

Record the network activity Support needs to diagnose a page error.