Comunidy Support

Comunidy is operated by Lumen Core LLC. This page explains where to get help with your account and community.

How to get help

Contact support@comunidy.com for account-access, privacy, safety, or account-deletion help. For community-specific schedules, prices, participation, membership, or content, your community organizer is the first point of contact.

Include your sign-in email, community name if known, device type, and a short description. If relevant, include the Event, Class, Resource, or conversation name. Do not send passwords, sign-in links, API keys, full payment-card numbers, bank-account details, tax identifiers, identity documents, or unnecessary child information. For Stripe verification, provide documents through Stripe's requested secure process, not an email attachment to Comunidy Support.

Sign-in and account access

Use the email associated with your account or invitation and the most recent sign-in email. If the sign-in screen offers code entry, enter the code there. You can also open the email link in the same browser or app where you started. If you cannot access your account, contact Comunidy Support. Never share a sign-in code or link.

Events, Classes, and Resources

Contact the responsible organizer about descriptions, schedules, attendance, eligibility, enrollment, cancellations, or access to community content. Available actions depend on your role and the activity's current state.

Payments and refunds

Where payments are available, Stripe handles checkout for the community. Event and Class refunds follow the activity's refund policy. An automatic-refund deadline may be the Event start or the applicable Class meeting, or 24, 48 or 72 hours before it. For a full-series Class purchase, that meeting is the Class's first session; for packages or drop-ins, it is the earliest included session recorded for the original payment. Cancelling before that deadline automatically initiates the eligible refund; at or after it, a refund requires owner review. Under Owner review, every refund requires approval. Existing purchases retain their applicable terms. Open Payment & refund details in the activity to review its policy, available actions and current status. Processing can take time; cancellation alone is not confirmation of a completed refund. Contact the community about its refund decision, and Comunidy Support about a registration error, payment-status mismatch or unavailable action. Read the payment and refund information.

If a payment appears on your card but the registration is not confirmed, contact Comunidy Support with the activity name and any receipt or registration reference. Do not make another payment solely to clear an uncertain status or send full card details.

A payout-only pause does not by itself block an eligible refund. Refunds use the original connected account and remain subject to its available balance, payment method, account access and Stripe's processing restrictions. Requesting or approving a refund does not confirm that it has completed. If a refund is pending or failed, use its displayed status and contact the community or Comunidy Support; do not treat cancellation as proof that money was returned.

Organizer Stripe account help

First-time setup for a new payment recipient creates a separate Stripe account for payments through Comunidy; it does not connect an existing Stripe account. A matching business name or email is not enough to identify the account.

• In Comunidy, open Account and Payments & Payouts as an authorized payment operator. Find the connected Stripe account ID and the separate payments and payouts statuses.
• Use the Stripe action there to open the connected account. Confirm its account ID and mode match the account shown in Comunidy. If Stripe opens a different account or asks you to sign in, use the account you are authorized to access; do not create a replacement account to clear a restriction.
• Follow the action Stripe displays. If Stripe asks for information, provide it in Stripe. If it says to contact support, use Stripe's Contact Support action for that account. Comunidy cannot complete Stripe verification or remove a Stripe restriction.
• After Stripe updates the account, return to Comunidy and refresh the account status. Refresh checks the status; it does not guarantee approval or release of funds.

Payments collect money from customers; payouts send available funds from Stripe to the recipient's bank account. A payout-only pause does not by itself block new paid purchases in Comunidy when Stripe permits the required payments and the account remains connected and otherwise eligible. Funds can collect in the connected Stripe balance while bank payouts are unavailable. Payment restrictions, disconnection and Comunidy security controls can still prevent checkout. Free registrations and free RSVPs do not require payment-account readiness.

For a wrong-account link, a status that does not match after refresh, or a Comunidy setup error, contact Comunidy Support. Include the connected account ID, community name, time of the problem and the visible error, without credentials or verification documents. Your community's organizers handle its offerings; authorized payment operators handle refund decisions; Stripe handles account verification, restrictions and payout review; Comunidy handles its own integration and registration issues.

Member+ and Contributions

Member+ applies to the particular community. Where a paid subscription is available, use its billing-management action to manage renewal or schedule cancellation. Scheduled cancellation normally keeps access through the current paid period. Some communities provide included Member+ access without a paid subscription.

A Contribution is separate from Member+ and Event or Class registration. It does not automatically provide benefits. Contact the community or Comunidy Support about Contribution refund questions. Comunidy does not certify tax deductibility.

Family and guardian help

Authorized adults manage household and child profiles in Account → Household. The same household can be used across communities they are permitted to access. Household access and community membership are separate; leaving a community does not by itself remove household access. Guardian invitations must be accepted using the intended recipient's email. Contact Comunidy Support about incorrect household relationships, invitation problems, or a household-access concern; contact the organizer about community membership or participation. Do not send a child's private details when a general description is enough.

Safety and content concerns

In a conversation, open the available message options to use Report Message or Block User. Blocking is scoped to the community; it is not a deletion of another person's account. Authorized community managers also have role-based member-removal, message-moderation, and posting controls.

For a safety, harassment, illegal-content, or child-safety concern, contact Comunidy Support as well as using an available in-app report control. Include only the information needed to identify the issue. For an immediate emergency, contact local emergency services. See the Community Guidelines.

Privacy requests and account deletion

You can edit supported profile fields in Account and manage family information where you have permission. For access, correction of other information, export, privacy questions, or help when you cannot sign in, contact Comunidy Support. There is no in-app export download currently offered. A request may require identity verification and must respect other people's information.

To delete your account, open Account, find Account Actions, and choose Delete account. Review and resolve any required actions, then follow the confirmation steps. Leaving a community and signing out are different from deleting your account. Read the account-deletion instructions and Privacy Policy.

Copyright concerns

Contact Comunidy Support if you believe content infringes your rights. Identify the content and explain the concern without sending unnecessary private information. This contact route is not a representation that a designated copyright agent has been registered.