Lumina
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Support and Contact

Last updated: 2026-10-04. Lumina support is handled by people. All requests go through the same mailbox and are handled in the order they arrive; requests involving payment, accounts and data deletion are verified for identity before they are carried out.

1. Support channel

Support email: luminameet@gmail.com · WeChat support: luminameet_01. Please state the mobile number of your account (or a verified email) in the email or WeChat message; if your account has an email, please send from that email where possible, so we can check the account directly; if you use another email we may need extra verification and handling will be slower.

2. Check for yourself first

  • Customer center: balance, subscription status and expiry date, orders and payment status, the current device, invitation code and usage.
  • Help page: sign-in and download, audio sources, screen context, share visibility, switching computers and common troubleshooting.
  • Compatibility page: before a formal share, run a local preview with the same configuration.

3. What support covers

  • Payment and fulfilment: paid but the quota or invitation code did not arrive, an abnormal order status, or invoice details that need reissuing. Please attach the order number and the payment time.
  • Refund requests: submit under Refunds and Subscription Notes; we verify the order and the payment record, process it by channel and reply by email.
  • Switching computers: Portal self-service rebind has a 30-day cooldown; for exceptions such as a damaged, lost or replaced device, explain in the email and it is handled manually after verification, with an audit record.
  • Account and data deletion: delete the account or specified data; personal knowledge base entries can also be deleted directly in the customer center (deletion takes effect immediately).
  • Knowledge base export: export the personal knowledge base text under your account, packaged manually and delivered by email.
  • Security reports: if you find a suspected vulnerability, a leaked key or an abnormal sign-in, please tell us right away, and we will assess it and reply with the conclusion.
  • Other questions: capability inquiries, usage suggestions and complaints also go to the same mailbox.

4. Please include when submitting

  • The account mobile number (and the email too, if you have set one); for order questions, the order number and payment time;
  • The device ID (visible under "Current device" in the customer center) and when it happened;
  • The client version, the macOS version, and what you just did and the prompt you saw;
  • For a refund or deletion request, state clearly the scope and how you would like it handled.

5. Security reminders

  • We will not ask for your password or verification codes by email, and will not ask you to provide an access key.
  • Please do not send full screenshots that contain private content or other people's information; troubleshooting usually needs only the version number, the time and the prompt text.
  • Deletion and refund requests are always verified against account ownership first, and when verification fails no change is made.

For product, purchase or partnership inquiries see Contact us. Service rules are in the Terms of Service, data handling in the Privacy Notice, refunds in Refunds and Subscription Notes, and expiry and cancellation in the Cancellation Notes.