How
support
actually works
Most issues fall into 3 categories: platform access, exercise environment setup, and content playback. We've built our process around resolving each one without making you repeat yourself.
Every ticket gets a tracking number within 30 seconds of submission — no waiting to find out if your message arrived.
Email tickets
Send a detailed description to help@erilundaxomutos.com. Attach screenshots or screen recordings — our team reads them before responding, not after.
Response within 2 hoursLive chat
Available directly inside the platform during active workshop hours. Useful for quick clarifications when you're mid-exercise and can't afford a long wait.
Mon–Sat, 08:00–22:00 KyivPhone line
For urgent situations — environment failures, account lockouts, or anything blocking a live group session. Call +380971640500 directly.
Priority for active sessions
Resolution rate
91%
of tickets closed on first contact, without escalation
Avg. resolution
18 min
median time from first reply to confirmed fix
Describe the exact moment
Tell us what you clicked, what you expected, and what happened instead. "It doesn't work" takes 3 back-and-forth messages to resolve; a specific description takes 1.
Include your environment
Browser name and version, operating system, and whether you're on a shared network — these three details eliminate 70% of diagnostic guesswork.
We confirm before closing
A ticket isn't marked resolved until you confirm the fix worked. If the same issue returns within 48 hours, it reopens automatically.
Direct contacts
Support is not available on Sundays. For Sunday issues, email us — tickets are prioritised first thing Monday.