Contact support
Signed-in members and coaches can open a private support case, choose the closest case type, and continue the conversation with the administrator who claims it. Case messages are not visible to the wider administrator team before claim.
Email support@lyra.fit for help with Lyrafit. Include the email address associated with your account, a short description of the problem, the page or feature affected, and the time that the problem occurred.
You can include a screenshot if it is necessary. Remove unrelated names, messages, calendar details, health information, and payment information before you send it. Never send a password, authentication code, private key, or full card number.
Before production launch, Lyrafit must confirm that this inbox is monitored, publish expected response times, and assign clear owners for support, privacy, safety, security, and billing requests.
Platform help
Support can investigate problems with:
- account access and profile settings;
- coach discovery, profiles, and marketplace listings;
- connections, messages, programmes, and discussions;
- meetings, reminders, and Google Calendar connections;
- notifications and service email;
- coach subscription status and the Stripe billing portal;
- privacy rights and account-deletion requests; and
- suspected abuse, unsafe content, or a security problem.
Support can ask for information needed to investigate the problem. It will not ask for your password or authentication code.
Coach services and direct payments
Lyrafit does not receive, hold, transfer, refund, or recover money paid between a member and a coach.
Contact the coach about their service, price, invoice, receipt, cancellation terms, delivery, or refund. Lyrafit cannot issue or recover a refund for a direct payment because it does not process that payment.
You can report suspected fraud, misleading marketplace information, impersonation, harassment, or unsafe conduct to Lyrafit. A report can help Lyrafit enforce its platform rules, but it does not make Lyrafit a party to the coaching agreement or guarantee payment recovery.
Coach subscription billing
Lyrafit support can help a coach understand their platform subscription status and reach the Stripe-hosted customer portal. The coach subscription is the payment that Lyrafit receives. It is separate from every payment between a member and coach.
For a billing question, include the account email address and the relevant invoice date or reference. Do not send full card details. Stripe manages the payment method, invoice, and hosted billing portal.
Health, injury, and emergencies
Lyrafit support is not an emergency or medical support service.
If you have an emergency, contact the relevant local emergency service. If you have pain, an injury, or a health concern, stop the activity when appropriate and seek advice from a qualified health professional. Do not rely on Lyrafit support for diagnosis, treatment, physiotherapy, or urgent care.
A coach is responsible for working within their competence and for using reasonable care in the service that they provide. You can report unsafe marketplace content or coach conduct to Lyrafit so that it can assess action under its platform rules.
Privacy and account deletion
For a privacy right or legal privacy question, email legal@lyra.fit. Read the Privacy Policy for the data that Lyrafit handles and the rights that can apply.
Read Account and Data Deletion before you request permanent deletion. Deletion is different from signing out, closing a coaching connection, unpublishing a coach profile, or cancelling a coach subscription.
Safety and security reports
Report suspected unauthorised account access, exposure of private data, malicious links, impersonation, threats, harassment, or other platform misuse to support@lyra.fit.
Give only the information needed to understand and preserve the report. Do not confront a person or put yourself at risk to collect evidence. Contact the relevant authority or emergency service when there is an immediate risk of harm.