Technical Support
Fix access, chat, media, or platform issues and know when to contact support.
9 questions
All questions
I cannot play a video from my Vault.
First try reloading, clearing the browser cache or opening it on another device: content links expire and often it is enough to come back in…
Does the website work on Smart TV?
You can open it from your TV browser, but we do not test it there and it is not designed for a remote control. Mobile or desktop is the good…
The video looks blurry or stops.
The player adapts to your connection: if it is tight, quality drops or playback stops to buffer. Try another network or stop other downloads…
How do I report a bug on the website?
Write to support@luksus.app telling us what you did, what you expected and what happened, with the approximate time and a screenshot if you …
I am not receiving confirmation emails.
Check your Spam or "Promotions" folder and mark our email as safe so the next ones land in the main inbox. If it still does not show up, wri…
Why did my Diamond top-up fail?
Almost always it is your bank blocking an international or digital purchase. Authorise it from your banking app and try again, or use anothe…
Do you support Cryptocurrency payments?
No. Payments are processed by Stripe, PayPal and Wompi, with whichever methods are available at checkout for your country. We do not accept …
The chat with a creator will not load.
The chat runs over a real-time connection that some blocking extensions and some corporate networks cut off. Disable the blocker for this si…
How do I contact a human?
From the dashboard, under Help & Support, you can open a ticket and follow it there: the status and the team's replies stay in the same thre…