---
title: "Lucid Ops in a Box Support — Lucid Labs"
description: "Support for Lucid Ops in a Box — self-service diagnostics, common issues, what to include in a ticket, and service coverage."
url: "https://lucidlabs.com.au/products/lucid-ops-in-a-box/support"
---

# Lucid Ops in a Box support

Run the diagnostics below before raising a ticket — most setup problems resolve there, and the output is what we ask for first anyway.

## How to get help

Product support

Email: [contact@lucidlabs.com.au](mailto:contact@lucidlabs.com.au?subject=Lucid%20Ops%20in%20a%20Box%20support)

Phone: [1300 LUCID L (582 435)](tel:+611300582435,,,2)  
Press 2 for technical support

Hours: Monday to Friday, 8:00 AM to 5:00 PM AEST

## Run these first

Both are tools on the server — call them from whichever MCP client you use.

```
onboarding_verify
```

Confirms the tenant is wired up correctly — consent, connections, and the records the platform expects to find.

```
onboarding_status
```

Reports where onboarding got to, and what is still outstanding.

### Reading the output

`success`

Setup completed. Nothing further needed.

`pending`

Still in progress, or waiting on a consent or approval.

`failed`

Hit an error that needs attention — include this in your ticket.

## Common issues

### Sign-in loops

If sign-in keeps returning you to the prompt:

1.  Clear your browser cache and cookies for the tenant
2.  Try signing in from a different browser or a private window
3.  Check the device clock is correct — token validation fails on skew

### Tools missing after a config change

Tool visibility is resolved when your client connects, so after a change:

1.  Reconnect the MCP client to re-read the tool list
2.  Allow a few minutes for entitlement changes to propagate
3.  Run onboarding\_verify to confirm the change actually landed

### DLP confirmation prompts

These are the data loss prevention gate doing its job. You will see one when:

1.  An automated send is about to leave the tenant
2.  The content carries a sensitivity label that requires confirmation
3.  A policy needs a human to approve the operation before it proceeds

## What to include in a ticket

-   Your tenant ID
-   The tool name that failed
-   The timestamp, including timezone
-   The full error message text
-   The onboarding\_verify output, if the issue is setup-related

Never send passwords, tokens, or client secrets. We will never ask for them.

## Service coverage

Business hours: Monday to Friday, 8:00 AM to 5:00 PM AEST.

Response: Next business day for pilot and paid customers.

Urgent issues: Email contact@lucidlabs.com.au with "URGENT" in the subject and include the diagnostic output above.