For existing customers

Human support, in Portuguese

Most questions are solved in a few minutes in the manual, and we've sorted out where to start. If that doesn't do it, or if you'd rather talk directly, just reach out: a person from support answers, in Portuguese.

Search the manual Go straight to support

Scam alert: lua.email never asks for your password or your two-step verification code. If someone asks, it is a scam: do not share it and contact support.

Before you contact us: search the manual

It's the fastest way. Type what is happening and the manuals search shows the chapters that cover it.

Just subscribed or about to add a new domain? Start with the onboarding tutorial. In 7 steps, with screenshots and a narrated video of a little over 2 minutes, it takes the domain from verification (TXT) to SPF, DKIM and DMARC, creates the mailboxes, aliases and groups, and shows how to enable email apps.

Check whether your case is in Common problems. Slow Outlook, rejected password, phone not syncing, email that never arrived: each article explains what you see, why it happens and what to do. Open Common problems

The manuals

Webmail manual

Signing in, writing, searching, filters, 2FA, phone and email apps.

Open

Colabora manual

Files, documents, chat, meetings and tasks.

Open

Admin panel manual

Mailboxes, aliases, domain, DNS, DKIM and reports, for administrators.

Open

Billing

Invoices, payment (PIX and boleto), second copies and licenses, in the billing portal.

Open

Migrating emails from another provider

Step-by-step tutorial: access data, app password, spreadsheet, preview and syncing.

Open

Domain onboarding

Step by step, with screenshots and video: TXT, SPF, DKIM, DMARC, mailboxes, aliases and groups.

Open

Bring my DNS to Lua

One click, two addresses at the registrar, and the panel checks by itself.

Open

Apps for Windows

Install and use lua Colabora, lua Talk, lua Sync and lua Conector on Windows.

Open

Manage my DNS

Where to see the name servers and how to open the Edgium panel.

Open

Bridge documentation

Hybrid accounts: how it works and how to set it up.

Open

Shield documentation

Antispam on the company's server.

Open

Your logo in the webmail

How to prepare the brand and the webmail DNS with the company's address.

Open

Company logo

How to change the domain logo in the admin panel, for webmail and Colabora.

Open

The most searched topics

Prefer to ask an AI?

Every manual also exists as plain text, at the same address with .md at the end. Give the link to the assistant you already use, such as Claude, ChatGPT, Gemini or Copilot, and ask in your own language. The search in the manuals index helps too: it looks through all of them.

Always use the link, without downloading or attaching a file: through the link the assistant reads the current manual, while a downloaded file goes out of date.

  1. Open the assistant. With Claude, go to claude.ai. The same goes for ChatGPT, Gemini and Copilot.
  2. Paste the manual link. Up above, click "Copy link" on the manual for your topic, for example https://lua.email/docs-billing.md, and paste it into the conversation. To get the list of all the manuals, paste https://lua.email/docs.md.
  3. Ask about your case. Write as you would to a person: I have an overdue boleto from lua.email. How do I pay it and get a second copy? Answer using the manual at the link.
  4. Read the answer. It should come in short steps, with button names as they appear on screen, taken from the manual.
  5. Check it in the manual. Open the link to the section the answer cites and compare before you act. If it does not cite the section, ask: which section of the manual is this in?

AI assistant (e.g. Claude)

Example of a conversation with an AI assistant.

You paste the link https://lua.email/docs-billing.md and ask: I have an overdue boleto from lua.email. How do I pay it and get a second copy? Answer using the manual at the link.

The assistant answers: 1. Sign in to the billing portal and open "Invoices". 2. Click the number of the overdue invoice: under "How to pay", use the PIX or Boleto tab and the "Copy" button. 3. For a second copy as a PDF, click "Download PDF" on the invoice itself. At the end, the "See in the manual" link leads to the section of the manual.

Another example, this time for setting up email on your phone: copy the webmail manual link, paste it into the conversation and ask How do I set up my company email on my iPhone? Answer using the manual at the link.

Two precautions. The AI can make mistakes: check the answer in the manual and, if that does not solve it, contact support. And never send it your password, your 2FA code or a password link.

Check before you open a ticket

Seven things you can see for yourself in a few minutes that solve a good share of cases. If none of them works, what you saw already helps us find the cause.

  • Is the address right? The webmail is at webmail.lua.email (or at your company's address, if it subscribed to the custom brand). Also check that you typed the full email address and that Caps Lock is off.
  • Program or webmail? If the problem is only in Outlook, Thunderbird or on the phone, sign in to the webmail. If it works there, the fix is in the program. In programs that use IMAP, POP or SMTP, the app password applies, which is different from the webmail password. On the Exchange account on your phone, use your email password.
  • Is the 2FA code rejected? Set your phone's time to automatic: a wrong clock produces invalid codes. Without your phone, sign in with a recovery code.
  • Did the message disappear? Clear the search, set the filter to All and check Spam, Trash and whether a filter moved it to another folder.
  • Is the screen odd or frozen? Refresh the page (F5), clear the cache or try another browser.
  • Error when sending many messages? Each mailbox has an hourly recipient limit. Wait for the top of the hour and try again.
  • Outlook receives but does not send? Check that the outgoing (SMTP) server has authentication turned on, with the same username and password as the incoming server. The step by step is in Manual Outlook setup.

The full list, with what to do in each case, is in Common problems and solutions.

Still have a problem or a question? Contact support

You can reach out any time. A person from Lua support answers, based in Brazil, in Portuguese. If you administer your company's mailboxes, the best way is to open the ticket through the panel: you attach the screenshot, follow each reply on the same screen and see a notice on the panel's bell when the team responds.

Open a ticket in the panelFor administrators: Support, Tickets Support WhatsApp(47) 99276-7511 Write to ussuporte@lua.email

To speed things up, tell us

  • Your email address (never the password).
  • What you tried to do and what happened, with the exact error message.
  • Approximate date and time, the browser you used and, if you can, a screenshot.

How to open and follow a ticket, with screenshots, is in the panel manual. Anyone without access to the panel can reach out on WhatsApp or by email, the same way.

If your company subscribed to Lua through a partner, talk to them first: they know your setup.

Want to subscribe, request a quote or ask a sales question? That's for sales, on the contact page.

Passwords don't belong on WhatsApp

When someone on the team needs to send a password, the usual way is a WhatsApp chat or an email. And it stays there: in the history, in the phone backup, in the recipient's mailbox, for years. For this, lua.email has Secure passwords, at pwpush.lua.email: you paste the password, it generates a link, and the link deletes itself after it's opened.

Gone after use

You choose for how many days and how many views the link is valid. Past that, the password is erased for good, and anyone who finds the conversation later finds only an expired link.

Encrypted while it waits

The password stays encrypted until it's opened. For extra protection, require a passphrase to open the link and share the phrase through another channel.

For day-to-day IT work

The password of a new mailbox for an employee, a supplier's access, the office Wi-Fi password, a system code: send the link, not the password.

No sign-up

Opens in the browser, in Portuguese, without creating an account. The lua.email panel also uses the same service in the Secure link button, when creating or changing a mailbox password.

Send a password securely See lua.email plans