Contact Support
In-app Crisp chat, direct email to Sean or Deqian, Calendly for live walkthroughs, and which channel to use for which issue.
Last updated April 10, 2026
Peony support is handled directly by the founders. Sean or Deqian will respond — no outsourced tier.
In-App Chat (Fastest)
Click the Crisp chat widget in the bottom-right corner of any Peony page.
- Sean Yu — Europe and early US-Pacific hours.
- Deqian Jia — US-Pacific and Asia hours.
Someone is online across most of the 24-hour day. Outside business hours, messages are answered when one of them comes online.
For anything that needs a longer explanation, a file attachment, or a compliance response:
- Sean Yu (Europe, billing, commercial): sean@peony.ink
- Deqian Jia (US, product, technical): deqian@peony.ink
Either address lands with the right person. Response within 24 hours on business days, usually much faster.
Channel by Issue Type
Either 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 docs (SOC 2, whitepaper, DPA), privacy (GDPR, CCPA) — deqian@peony.ink
Book a Live Call
For onboarding, pre-sales, or a demo, book 15-30 minutes with Sean or Deqian on one link:
lunacal.ai/team/peony-data-room
What to Include
- Account email (the one you sign in with)
- Company / workspace name
- URL of the data room or link (if the issue is about a specific room)
- Screenshot of any error
- 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: minutes in business hours, next morning overnight.
- Email: within 24 hours on business days, 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 founders treat every open thread as urgent until it's resolved.