At The Lookout Way, we're committed to providing support to our customers in a responsive and helpful manner.
Contacting the team
Chat Enquiries
Our support team are available via chat during the core business hours of 9 am - 5 pm (AEST).
Whilst we endeavour to be as responsive as possible for chat enquiries, sometimes we're held up supporting another customer, so it might take a little longer to get back to you. Generally, we can respond within an hour to your initial enquiry.
Starting a live chat
Click the chat icon in the bottom right of the screen.  | Click 'Ask a question'  |
Email Enquiries
You may submit a support enquiry by emailing [email protected].
Upon receipt of your email enquiry, our team will endeavour to provide an initial response within one business day for general help requests.
If your enquiry concerns a platform issue or bug and requires input from our technical team, our team will endeavour to provide an initial response within one business day and a further response within two business days. This second response will provide an ETA on when the issue or bug is likely to be resolved by our technical team.
Should you have an urgent enquiry, you may contact your Lookout Customer Success Specialist directly to escalate the issue.
Platform status:
Our platform status is also available at all times here: https://status.thelookoutapp.com/
Frequently asked questions
I have a technical issue or need support with the website or app; who do I contact?
We are here to help you with any issues with our service. To allow us to support you, please gather as much information as you can. Don't worry if you don't know all of these details. Anything you can tell us will help.
The care organisation you are from
The device you are using (Mobile, Desktop)
The operating system: (Windows, Mac, Android, iOS)
The browser you are using (e.g. Chrome, Safari, Internet Explorer, Edge)
The page, URL or screen you experienced the issue
A description of how the problem occurred (What you did and saw)
If possible, take a screengrab of the problem and send it to us
I want to request a new feature; who do I contact?
New features can be submitted directly to the team through our Roadmap & Feedback portal.