Lavix Support

What we can help with

Account and sign-in

Registration, sign in with Google, account linking, forgotten passwords, account security.

Stores and members

Creating a store, inviting members, roles and permissions, transferring ownership.

Connections

Facebook Pages, Messenger, Instagram, Meta ads, Pancake POS, carriers, Telegram.

Orders and operations

Conversations, orders, inventory, shipping, reconciliation and reports.

Wallets, payments and refunds

Top-ups, fee deductions, referral commissions, COD, withdrawals and refunds.

Data and privacy

Backups, data export, disconnecting and data deletion requests.

Submit a support request

Fill in the form below and we will reply by email within 1 business day. For faster help, use the email you sign in to Lavix with and include your Lavix ID (found under Settings → Account & Backup).

You can also email [email protected] directly, including:

Your Lavix ID and store name.
A description of the issue, when it happened, and the steps you have taken.
Screenshots or related order codes (if any).

Never send passwords, verification codes, access keys (tokens) or payment card details. Lavix will never ask for this information.

Urgent issues are handled first: being unable to sign in, losing the connection to a Page you actively sell on, or discrepancies in COD funds or wallet balances.

Frequently asked questions

How do I create an account?

Go to the sign-in page, choose "Sign up now" and enter your name, email and password, or click "Google" to sign up in one step. Then create a new store, or join a store you have been invited to.

What is a Lavix ID?

Your Lavix ID (in the format LX-XXXXXX) is your public identifier. Store Owners use it to invite you to their store. Your Lavix ID is not a password, and it is safe to share.

How do I invite staff to my store?

Go to Settings → Store → Members & Roles → Invite member. You can create a single-use invitation link (which expires after 7 days), or enter the person's Lavix ID, then choose the appropriate role.

What if I work for several stores?

One account can belong to multiple stores. Click the store name in the bottom-left corner to switch between them. Each store's data is always kept separate.

Signing in with Google says "This email already has a Lavix account"?

Your Google email matches an existing Lavix account. Enter that account's password right on the sign-in page. Google will be linked at the same time, and next time you only need to click Google.

I forgot my password?

On the sign-in page, click "Forgot password?" and enter the email you sign in with. We will send you a 6-digit code (valid for 30 minutes) to set a new password; all signed-in devices will be signed out. Accounts created with Google can do the same to create a password for the first time, and can then sign in either way.

How do I transfer store ownership?

The Store Owner goes to Settings → Account & Backup → Transfer store ownership, selects a member and enters their password to confirm. The recipient becomes the Owner, and you move to the Manager role.

How do I disconnect Facebook or delete my data?

See the detailed guide in the Data deletion instructions.

I want to withdraw or get a refund from my wallet?

The Store Wallet and AI Wallet are refunded in full (the entire available balance) within a maximum of 3 business days after the receiving account has been verified. Details are in the Wallet, Payment and Refund Policy.

I found a security vulnerability?

Please report it privately to [email protected] following the instructions on the Security page.

Hands-on support inside your store

For issues that need to be checked directly, Lavix staff can open a time-limited support session in your store. You always see a notice while the session is active, and every access is recorded in the log. See the details on the Security page.