Lexona.AI Support

Support for Lexona.AI is provided by email. We aim to acknowledge requests as soon as practicable. If your organisation’s customer agreement sets support hours or response targets, those apply.

Please do not email client documents or other confidential matter information unless we ask for it and agree a secure way to share it. A matter reference is usually enough for us to investigate.

Email support@lexona.ai with:

• your name and organisation;
• what you were doing, what happened, and what you expected to happen;
• the date and time it happened, and your time zone;
• the page address or matter reference involved; and
• any error message or screenshot, with confidential information removed.

• Forgotten password: use the password reset option on the sign-in page.
• A new user, missing permissions or a locked account: ask your practice’s Lexona administrator, who manages users for your organisation.
• Lost access to your multi-factor authentication device, or your administrator cannot help: email support@lexona.ai from the email address registered to your account. We verify your identity before changing any security setting.
• If you think someone else has used your account, tell your administrator and email security@lexona.ai straight away.

Email security@lexona.ai with a description of the issue, the steps to reproduce it, the affected address or feature, and how to contact you.

When investigating, please do not access, change or delete data that is not yours, do not degrade the service for others, and do not disclose the issue publicly before we have had a reasonable opportunity to address it.

Email privacy@lexona.ai. If you are a client of a legal practice that uses Lexona, please contact that practice first: it is responsible for your information. Our Privacy Policy explains how this works.

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