Contact Support

Peony support is handled directly by the team. Sean, Deqian or Chris will respond — no outsourced tier.

In-App Chat (Fastest)

Click the Crisp chat widget in the bottom-right corner of any Peony page.

Support runs 24/7 — Sean Yu, Deqian Jia and Chris Chen cover the clock between them across Europe, US, and Asia hours.

Email

For anything that needs a longer explanation, a file attachment, or a compliance response:

• Sean Yu (Europe): sean@peony.ink
• Deqian Jia (US): deqian@peony.ink
• Chris Chen (Asia): chris@peony.ink

Response within 24 hours, usually much faster.

Channel by Issue Type

Any address lands with the right person — use the routing below if you'd like the faster reply.

• Billing, invoices, refunds, checkout failures — sean@peony.ink
• Enterprise, API access, SSO, custom deployment — sean@peony.ink
• Technical bugs, data room issues, feature questions — deqian@peony.ink
• Security, compliance (SOC 2 status, DPA, security questionnaires), privacy (GDPR, CCPA) — deqian@peony.ink

Book a Live Call

For onboarding, pre-sales, or a demo, book 15-30 minutes with the team on one link:

lunacal.ai/team/peony-data-room

What to Include

1. Account email (the one you sign in with)
2. Company / workspace name
3. URL of the data room or link (if the issue is about a specific room)
4. Screenshot of any error
5. What you were trying to do — one sentence

For billing or checkout: which plan and monthly vs annual. See Checkout Errors.

For OTP sign-in: see Can't Sign In: OTP Not Arriving — it has a manual bypass path.

Response Times

• In-app Crisp chat: 24/7.
• Email: within 24 hours, usually same day.
• Urgent deal blockers (live fundraise, M&A close, closing-tomorrow): mention urgency in the subject. Typically answered within a few hours.

Peony has no formal SLA for non-enterprise plans. In practice the team treats every open thread as urgent until it's resolved.

Related

• Can't Sign In: OTP Not Arriving
• Checkout Errors
• Security Overview
• Compliance and Certifications