---
title: "Mesh Support — Lucid Labs"
description: "Support for Mesh — self-service diagnostics, common audit and sign-in issues, what to include in a ticket, and service coverage."
url: "https://lucidlabs.com.au/products/mesh/support"
---

# Mesh support

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

On Mesh Free, your MSP is your first line of support. Lucid Labs direct customers and MSPs contact us below.

## How to get help

Product support

Email: [contact@lucidlabs.com.au](mailto:contact@lucidlabs.com.au?subject=Mesh%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

On Mesh Pro and Mesh for MSPs, both are MCP tools: call them from whichever MCP client you use. On Mesh, check the audit status in the portal instead.

```
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

### An audit domain shows not collected

The audit could not read that domain, usually for want of a consent. Then:

1.  Check an administrator of that tenant has consented to the Mesh app
2.  Start the audit again from the Mesh portal once consent is in place
3.  If it still shows not collected or failed, include the domain and tenant ID in your ticket

### 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, and the client tenant ID if the issue is on a client
-   Your plan: Mesh Free, Mesh, Mesh Pro or Mesh for MSPs
-   The tool name or audit domain 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 on a paid plan.

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