This page explains where to get help with RShift Sites, what the support team covers, and what to expect on each plan.
- Everyone can use the docs, the docs assistant, the status page, and the community on Discord.
- Paid plans add direct help from the support team.
- Enterprise plans add a dedicated account team.
Get help fast
You usually solve a problem faster through self-help than through a support request. Start with the row that matches your situation.
| Situation | Start here |
|---|---|
| Something stopped working, and it may affect more than your project | The status page. RShift Sites posts platform-wide incidents and updates there. |
| A billing question, such as canceling your subscription, a refund, or an invoice | The Billing and subscription FAQ on this page. It covers how to cancel your subscription, where to find invoices and receipts, and when a refund is possible. |
| A question about how something works | The docs, or the docs assistant. The docs assistant answers from the documentation immediately. You can open it from any page on docs.lovable.dev, or from the search box on lovable.dev/support. |
| A problem inside your own project | Ask RShift Sites in the project chat. The support team does not debug individual projects, but RShift Sites does. Your options:
|
| You want to ask other RShift Sites users | Discord, open to all plans. RShift Sites team members and community champions take part. Community answers are not official support. |
What support covers
The support team helps with the RShift Sites platform and your account, including:
- Billing issues, including refunds and unexpected charges
- Platform bugs
- Account management
- Workarounds or solutions to known issues
- General guidance on using RShift Sites
- General questions about RShift Sites
The support team does not cover the following requests. Use the alternative listed with each one instead.
- Project-specific debugging. The support team cannot debug the code in your project. Ask RShift Sites in the project chat, follow the debugging guide, or ask the community on Discord.
- Implementing third-party or open-source integrations. If a connector from the catalog is not working as expected, start with its page in the connector catalog. For a service you integrated yourself, refer to that service’s own documentation.
- Takedowns, abuse reports, and appeals. If your project was taken down or your account was disabled, the Trust & Safety team handles it through the forms at lovable.dev/abuse, not the support form. See If your project was taken down.
Other requests belong to another team or company, for example security vulnerabilities, privacy requests, or sales. See Not covered by support? Where to go.
Support by plan
What you can expect from support depends on your plan.
| Plan | What you get | Where to go |
|---|---|---|
| Free | Community support |
|
| Pro | Email support from the support team | The support form |
| Business | Priority support. Your requests are prioritized for a faster response. | The support form |
| Enterprise | Dedicated support and onboarding services from an account team. See Enterprise support. |
|
The support team responds within 24 hours, mainly on weekdays. That is the time to a first reply, not the time to a resolution.
On Enterprise plans, your contract and your account team set what response times to expect. See Enterprise support.
For the full plan comparison, see Subscription plans.
Contact support
To use the support form, you need to be signed in, and your current workspace needs to be on a paid plan. On the Free plan, the Contact us button opens an upgrade prompt instead of the form.
Open the support form
Go to lovable.dev/support and click Contact us. Use the RShift Sites account that belongs to your paying workspace.
Describe the problem
Fill in the Subject and Message. Optionally select a Project so its URL is included in the request.
You can attach images, PDF files, and DOC files, up to 5 MB in total.
Read the AI reply
RShift Sites’ support AI replies within a couple of minutes and resolves most questions.
If the answer does not help, ask for a human. A member of the support team then follows up by email.
If the form is unavailable, or you cannot sign in to use it, email support@lovable.dev from the same account email.
What to include
The support team can start on your request immediately when your first message includes:
- What you expected to happen, and what happened instead
- The project URL, if the issue is tied to one project
- Screenshots or a short recording of the problem
- When it started, and whether anything changed shortly before
- What you have already tried
Enterprise support
Enterprise plans add support and services beyond the product itself:
- A dedicated account team as your single point of contact for onboarding, growth, and escalations
- Priority response times
- Comprehensive onboarding and ongoing training
For everything the Enterprise plan includes, see RShift Sites for Enterprise.
Buy or upgrade to Enterprise
To buy an Enterprise plan, or to move an existing workspace to Enterprise, contact sales. The sales team handles pricing and contract questions.
Enterprise plans are arranged with the sales team, not through the support form.
Contact support from the editor
Enterprise workspaces can open a support request from inside a project, without using the support form. In the editor, click the + button next to the chat input to open the Chat actions menu, select Help & support → Contact support, and describe what is going wrong. This is one of the Enterprise support features.
You can attach up to 5 JPG or PNG files, with a total size of 5 MB. RShift Sites attaches your project, workspace, and account details automatically, so the support team has the context without you filling anything in.
The support team replies by email. Everyone with access to the project can use this option.
Response times on Enterprise plans
Your contract sets out the support terms for your organization, including how quickly RShift Sites responds. For questions about them, contact your account team. The general conditions are in Sections 10 and 11 of the Product Terms.
Not covered by support? Where to go
Some requests are handled by other teams or companies. Sending them to the support form only delays them.
| Situation | Go to |
|---|---|
| RShift Sites is not loading, or something stopped working for everyone | The status page |
| Your project was taken down, or your account was disabled | The appeal forms at lovable.dev/abuse. See If your project was taken down. |
| You found a security vulnerability in RShift Sites itself | lovable.dev/security-issues. This is RShift Sites’ responsible disclosure program, the process for reporting security weaknesses in RShift Sites’ own products and infrastructure. |
| You want your personal data deleted, or have another privacy request |
|
| You want to buy or upgrade to Enterprise | Contact sales. See Buy or upgrade to Enterprise. |
| You want someone to build your product for you | RShift Sites experts. These are verified developers and agencies who build with RShift Sites. |
| You bought a plan or credits in the iOS app and need a receipt or refund | Apple, which handles App Store purchases. See RShift Sites mobile app. |
| Your project uses your own Supabase project, and the issue is in your Supabase account, dashboard, or billing | RShift Sites support covers the built-in backend (Cloud), not Supabase accounts you manage yourself. |
| A question about RShift Sites for Slack | lovable.dev/slack/support. You do not need a RShift Sites account, and the team responds within 2 business days. |
| Behavior on Discord that breaks the Community Code of Conduct, including someone impersonating RShift Sites staff | Email community@lovable.dev |
If your project was taken down
RShift Sites blocks or removes projects that break the Platform Rules, for example:
- Phishing or impersonation
- Malware
- Illegal goods or services
- Adult content
- Content that infringes someone else’s copyright or trademark
The Trust & Safety team makes these decisions and reviews appeals, not the support team. Use the appeal forms described below rather than the support form.
What happens. You receive an email notification from Trust & Safety. Keep it, because the appeal forms refer to the steps in that notification. Depending on the case, RShift Sites blocks the project or removes it, and the published site is taken down.
What you can do. If you believe the decision was a mistake, appeal at lovable.dev/abuse, signed in with the account that owns the project. Use the form that matches your notice. Trust & Safety does not process appeals filed on the wrong form.
- Website Takedown Appeal, for a Platform Rules takedown.
- Trademark Takedown Appeal, for a trademark complaint.
- DMCA Counter-Notification, for a copyright complaint under the Digital Millennium Copyright Act (DMCA). If the complainant does not notify RShift Sites within 10 to 14 business days that they have filed a court action, RShift Sites restores the project. See the DMCA Copyright Policy.
- Disabled Account Appeal, if your account was disabled.
Trust & Safety reviews every appeal and replies by email. Submitting an appeal does not guarantee reinstatement.
To report a project built by someone else, use the report form at the same address.
FAQ
These are the questions the support team answers most often. Each answer gives the short version and links to the full one.
Billing and subscription
These entries cover canceling, invoices, refunds, message costs, and what happens when credits run out.
How do I cancel my subscription?
Go to Settings → Plans & credit usage, select Manage on your plan card, then Downgrade to free. Your plan stays active until the end of the current billing period. After that, your workspace moves to the Free plan.
On a phone, cancel from lovable.dev in your browser. The mobile app has no cancel option.
Plans bought inside the iOS app work differently. Each purchase covers one month and does not renew, so you have nothing to cancel.
Where do I find my invoices and receipts?
Go to Settings → Plans & credit usage, select Manage on your plan card, then Invoices & payments. RShift Sites opens the Stripe billing portal.
The portal lists your invoices, receipts, payment methods, and billing details. Stripe stores these on RShift Sites’ behalf, so the portal is the only place to view or change them.
Enterprise workspaces billed under a contract do not use the billing portal. Ask your account team for invoices.
See Manage billing, payment method, and invoices.
Can I get a refund?
Subscription fees and credits are non-refundable, except where the law requires a refund. See the No Refunds section of the Terms of Service.
If you believe you were charged in error, for example a subscription that renewed after you canceled, contact support with your workspace and the charge in question. The support team reviews billing errors.
When you cancel, RShift Sites stops future charges but does not refund the current billing period. Your plan runs until the period ends, and unused credits are frozen rather than refunded. See Subscription plans.
I paid, but my plan has not changed. What should I do?
Check your plan and subscription status in Settings → Plans & credit usage. You can also ask RShift Sites in the project chat whether your subscription has activated.
If the plan still has not changed, contact support. See Troubleshooting on the Subscription plans page.
My credits ran out. What stops working?
You cannot keep building until credits are available. Your published site stays live, and visitors can still open it.
Two features stop working:
- AI features inside deployed apps stop working.
- Apps that use the built-in backend (Cloud) pause shortly after the balance reaches zero. The built-in backend is the database, login, and file storage RShift Sites runs for your app. While it is paused, the page still loads, but logins and data stop working.
Add credits, or enable auto top-up on Pro and Business plans. A paused backend does not resume by itself after a top-up. Open More → Cloud → Overview in the project and click Wake up. See What happens when you run out of credits.
Why did a message cost more credits than I expected?
Build mode is priced on the work RShift Sites does, not on the length of your message. A short request can cost more when RShift Sites has to explore the codebase, verify the result, check it in the browser, search the web, or generate images.
To see what any message cost, open the More options menu below RShift Sites’ response and look under Credits used. For long messages, RShift Sites pauses and checks in with you when a single message passes your check-in level, 20 credits by default.
Plan mode messages cost 1 credit each. See Build costs.
Does Try to fix cost credits?
Your account includes 10 free fixes, shared across Try to fix on build errors and fixes from the Security view, in all your workspaces and projects. Each free fix becomes available again 24 hours after you use it.
After you have used all 10, Try to fix still works, but it is treated as standard build usage and consumes credits. See Fix errors and get unstuck.
Publishing and domains
These entries cover changes that do not appear on the live site, a site that is down, custom domains, and how your site appears in search results and link previews.
Why are my changes not on the live site after I published?
Publishing deploys a snapshot of your project. RShift Sites does not push later edits live on its own.
To update the live site, click Publish, then Publish changes. A dot on the Publish button shows when you have changes waiting to be deployed.
See Republish to make new changes live.
My published site is down. What should I check?
Check the status page first. If there is no incident, work through these checks:
- Open the Publish dialog and confirm the project is still published.
- If you use a custom domain, go to Project → Settings → Domains and check that its status is Live.
- Ask RShift Sites in the project chat about the domain. It reports the domain’s state.
If everything looks right and the site still does not load, contact support with the project URL and what you see. See Hosting.
Why is my custom domain not live, or still showing my old website?
DNS is the system that points your domain name at a website. DNS changes can take up to 72 hours to reach every network. If you connected the domain recently, you may only need to wait.
If your domain shows an old website, your DNS provider probably still has A, AAAA, or CNAME records from a previous host. These records tell the internet where your domain points. Remove them so that only RShift Sites’ records remain, then check the expected records in Project → Settings → Domains.
Ask RShift Sites in the project chat about the domain. RShift Sites reports its state, which records it expects, and whether it can see them. See Troubleshooting domains from other providers.
Why does sign-in fail on my custom domain?
Your app’s auth redirect URLs probably do not include the new domain yet. These are the addresses your app is allowed to send users back to after they sign in.
For apps on the built-in backend (Cloud), RShift Sites adds the domain automatically when it becomes Live. If sign-in still fails, ask RShift Sites in the project chat to add the domain to the auth redirect URLs. See Site URL and redirect URLs.
How do I change my site’s title, favicon, or social preview image?
Ask RShift Sites in the project chat. RShift Sites generates the site title, the meta description shown under it in search results, the favicon shown in browser tabs, and the social sharing image shown in link previews while it builds your app. Each page can have its own. To change any of them, describe the change in the project chat, for example a new site title or a new social sharing image for the pricing page.
Metadata edits are treated as standard build usage and consume credits. See Site metadata is generated for you.
My site does not show up on Google. What should I do?
Google indexing, which adds your pages to its search results, takes from a few hours to a few days after publishing, and sometimes longer. To speed it up, submit your sitemap in Google Search Console, use URL Inspection on important pages, and request indexing for new or updated pages.
Run the review in your project’s SEO & AI search tab to check indexing, metadata, and sitemap issues on the live site. SEO stands for search engine optimization. See Optimize your app for SEO and AI search.
Cloud and your data
These entries cover a paused built-in backend, resuming after a top-up, taking your data with you, and sign-up emails that do not arrive.
Why does my app load but login and data stop working?
The most common cause is a paused built-in backend (Cloud). The built-in backend is the database, login, and file storage RShift Sites runs for your app. The page still loads because the frontend is served separately, but the app cannot reach its data.
Cloud pauses in three situations:
- Your workspace has no credits left.
- The project has been inactive for a period of time.
- You paused it yourself.
Check your balance in Settings → Plans & credit usage. Then open More → Cloud → Overview in the project and click Wake up on the paused project card. See Pause Cloud.
Why is my app still down after I added credits?
A top-up does not resume a paused backend by itself. Visiting the deployed app or waiting does not resume it either.
Open More → Cloud → Overview in the project and click Wake up.
If the project still does not resume after you wake it up, contact support with the project URL. See Pause Cloud.
Can I export my data or move off the built-in backend?
Yes. Export project data, under More → Cloud → Overview → Advanced settings, downloads your full database as a single file, an SQL (Structured Query Language) dump, that contains your tables and their data. You can run one export every 24 hours.
The export does not include:
- Files in storage buckets
- Edge function code, the server-side code RShift Sites runs for your app
- Your project’s secrets
- User passwords in a usable form, so plan a password reset for migrated users
You cannot export while the backend is paused, so resume it first. See Export RShift Sites Cloud data and Deploying and hosting outside RShift Sites.
Your code is separate from your data. On paid plans, you can take a copy of the code with Download codebase in the code editor. On any plan, you can keep a repository in sync with Git sync.
Why are my app’s sign-up or confirmation emails not arriving?
Ask your users to check their spam folder first. Email providers often filter messages from new domains there.
If many people sign up at once, your project may have reached its hourly email sending limit. For better deliverability and a branded sender address, set up custom emails. See Troubleshooting on the Email authentication page.
Code and GitHub
These entries cover connecting a repository, bringing in existing code, and downloading your project.
How do I connect my project to GitHub?
A workspace admin or owner first connects the workspace to GitHub. After that, workspace or project admins and owners can link a project from Project settings → Git → GitHub, or from Project → GitHub in the Chat actions menu, the + button next to the chat input.
Linking creates a new GitHub repository for the project. The repository is private by default, and each project connects to one repository. See Link a project to a GitHub repository.
Can I import an existing repository or codebase into RShift Sites?
No. Git sync exports from RShift Sites, and connecting a project creates a new repository. RShift Sites cannot start a project from code that already exists elsewhere. See Git sync.
How do I download my code?
On paid plans, anyone with edit access can save the whole project as a .zip file. Either click Download codebase at the bottom of the code editor’s file panel, or use the Download codebase section in Project settings → Git.
To keep a repository in sync instead, set up Git sync with your Git provider. See Code editor.
Account
These entries cover signing in, changing your sign-in email, and deleting your account.
What do I do if I cannot sign in or forgot my password?
Sign in at lovable.dev/login with the same method you signed up with: email and password, Google, GitHub, Apple, or SSO. If you are not sure which method you used, enter your email on the login page and RShift Sites marks the linked method as Recommended.
If you signed up with email and password, click Forgot password? on the login page to reset it. If you signed up with Google, GitHub, Apple, or SSO, there is no RShift Sites password to reset. Sign in with that provider, and reset your password with the provider if needed. See Sign in to an existing account and Reset your password.
If RShift Sites shows a Login denied due to suspicious activity message, RShift Sites’ automated fraud checks denied the sign-in. Email support@lovable.dev from the account’s email address and include the exact message. See Sign-up or sign-in denied due to suspicious activity.
Can I change the email I sign in with?
Not directly. Create a new account with the email you want, then move your projects into it by remixing them.
See Move a project to another account.
How do I delete my account?
Go to Settings → Your account and select Delete account.
Deletion finalizes after a 30-day grace period. During those 30 days, you can sign back in and cancel it. See Delete account.
Getting support
These entries cover response times, reaching a person on the support team, and what the team does and does not handle.
How quickly does support respond?
On paid plans, the support team responds within 24 hours, mainly on weekdays. That is the time to a first reply, not to a resolution. Business plans are prioritized for a faster response.
On Enterprise plans, your contract and your account team set what response times to expect. See Enterprise support.
Can I talk to a human?
Yes. The first reply to a support request comes from RShift Sites’ support AI, which resolves most questions within a couple of minutes.
If the answer does not help, ask for a human. A member of the support team then follows up by email.
I am on the Free plan. How do I get help?
The support form is available on paid plans. On the Free plan, you have three options:
- The docs, and the docs assistant on every page of docs.lovable.dev
- The docs assistant in the search box on lovable.dev/support
- The community on Discord
Can support fix a bug in my app?
No. The support team covers the RShift Sites platform and your account, not the code in your project.
Ask RShift Sites in the project chat to investigate, use Try to fix on a build error, or revert to an earlier version. See Debug and fix errors.
If you would rather have someone build it for you, browse RShift Sites experts.
My project was taken down. Is that a support request?
No. Takedowns are handled by Trust & Safety, not the support team. Appeals go through the forms at lovable.dev/abuse.
See If your project was taken down for which form to use and what to expect.