Asking our team for help
Open a help request from your account or your dashboard, and follow the whole conversation in one place.
On this page
Where to ask
Homeowners open Help & support in their account; pros open it in their dashboard. Each help request keeps its whole conversation together, so nothing gets lost in an inbox.
You can also start from the thing you need help with — a request, a connection or a conversation — and we'll attach it to your help request, so our team can see what you mean without you explaining it twice.
What to include
Pick the topic that fits, add a short subject, and describe what's happening. Homeowners can choose from:
- Say what you expected and what actually happened, with dates.
- Include the reference of anything you're writing about. Request references start with LM-.
- Never include a password or a full payment card number.
- A request or lead.
- My account.
- A review.
- Privacy or my data.
- Something isn't working.
- Something else.
Extra topics for pros
Pros get two more topics: credits, charges or invoices, and verification. Billing questions belong there rather than in a general request, so they reach the right people.
Adding files
You can attach photos (JPEG, PNG or WebP) or PDF documents, up to 8 MB each, and the form shows how many files you can add. Only you and our support team can see files on a help request.
What the statuses mean
A person on our team reads every request and every reply, and answers in the request itself.
- Open: it's with us and hasn't been answered yet.
- Waiting on you: we've replied and need something from you.
- Waiting on us: you've replied and it's back with our team.
- Resolved: we think it's sorted.
- Closed: the request is finished.
Replying and reopening
Replying to an open or answered request puts it back with our team. If a request has been resolved and you still need help, you can reopen it for 14 days after it was resolved — either with the reopen button or just by replying.
After those 14 days, or once a request is closed, start a new one instead. The old conversation stays in your list for reference.
Things that go somewhere else
- A disagreement with the other side about a job: open a case from the connection instead.
- A pro asking for a lead fee back: use the refund request on the connected lead.
- Something urgent or unsafe: call your local emergency number first.
Last reviewed 11 September 2026