Contacting Support — How to Write a Good Request

What a request ID is and where to find it

A request ID is a unique identifier generated for every error in Lightlead. It helps the support team instantly find your request in the logs and understand what went wrong.

Where to find the request ID:

• In the error text — a string like req_xxxxxxxxxxxxxxxxxxxxxxxx or lightlead_req_...
• At the bottom of the error modal window
• In the browser's address bar when the error occurs (the ?requestId=... parameter)
• In the browser console (F12 → Console)

If the request ID isn't shown — support can still find the request by the error time, report name, and your email. But with a request ID it will be much faster.

Minimum data set for a request

To speed up problem resolution, attach the following data to your request:

1. Error time (to the minute, with time zone specified)
2. Report or integration name where the problem occurred
3. Screenshot of the error — full screen, with the Lightlead interface and error text visible
4. Request ID — if shown
5. What you already tried — briefly, as a list

The more complete the information — the faster support can find the cause and give you a solution.

How to take a proper screenshot

A bad screenshot is the main reason for delayed support responses. Here's what to keep in mind:

• Capture the whole screen, not just the error text. Context matters to support: which section is open, what data is on screen
• Make sure the time is visible in the screenshot (the taskbar clock) — this helps match it against the logs
• The screenshot should be readable. Don't compress it too heavily
• If the error is in a modal window — don't crop its edges
• Don't fully redact confidential data — if it's needed for diagnosis, support will request it separately

Screenshot shortcuts:

OS	Full screen	Active window	Region
macOS	Cmd+Shift+3	Cmd+Shift+4 → Space	Cmd+Shift+4
Windows	PrtScn	Alt+PrtScn	Win+Shift+S

Where to reach out

• Chat in the Lightlead interface — the message icon in the bottom right corner. The fastest way; the message goes straight into the ticket system linked to your account
• Email: [email protected] — for detailed requests, especially if you need to attach several files
• Telegram: the official support channel (link in the "Help" section of the interface) — for urgent questions during business hours

What to do while you wait for a reply

1. Don't create duplicate requests — this slows down processing
2. If you find additional information — add it to the same ticket rather than creating a new one
3. Check whether the problem resolved itself (errors are often temporary)
4. Don't change report/integration settings — support needs to see the state at the time of the error
5. If the error is blocking your work — say so explicitly, indicating the urgency

Example of a good request

Subject: Error exporting the "Weekly Advertising Report"

Error time: 2026-07-26, 14:32 (UTC+3)
Report: "Weekly Advertising Report"
Sources: Facebook Ads, Google Ads
Error: "Request limit exceeded. Try again later."
Request ID: req_abc123def456

What I already tried:
- Waited 15 minutes, restarted the report — the error persists
- Ran Facebook Ads alone — works
- Ran Google Ads alone — works
- Together — error

Screenshot: [attached]

Response time

• Chat in the interface: 5 minutes to 2 hours during business hours (weekdays, 10:00–19:00 UTC+3)
• Email: up to 24 hours on business days
• Weekends and holidays: response may take longer

Requests with a request ID and a complete data set (time, screenshot) are handled first.