Frequently asked questions
Common questions from practice administrators.
General
What is Lumirai Accounts?
The practice portal at accounts.lumir.ai. You subscribe to Echo there, decide who gets a license, and manage billing and security. It is not the Echo app.
Does everyone at the practice need a login here?
No. One login per practice, held by the administrator or billing contact. Everyone else uses Echo with their Medstrat Joints account. See Getting started.
Can I add a second administrator?
Not through the portal. Contact support@lumir.ai.
Signing in
I don't have a password.
Accounts created through sign-up start without one. Choose Log in without a password and use an emailed code, or add a password from Account settings.
Can I sign in with my Practice ID?
For password sign-in, yes. For an emailed code, no — the code goes to an email address, so you have to enter one.
Licenses
I bought licenses but Echo still says Free.
Buying is only half of it. Add each person's email on Echo Accounts, using the same address they use to log into Medstrat Joints, then have them sign out of Echo and back in.
What's the difference between Provider and Staff?
Both get unlimited open views, 90-day history, and Tab Sync. Provider adds rotary scroll, drawing controls, and the ability to own and share a Tab Sync list; Staff joins a list someone else owns. See Subscription.
Someone left. What do I do?
Remove their row on Echo Accounts. The license frees up immediately and can go to someone else. Reduce the license count too if you do not plan to reassign it.
Why is an account marked Disabled?
You have more Echo accounts than licenses. The most recently added ones are disabled first. Add licenses, or remove the people you actually meant to drop.
Billing
Is there a free trial?
Yes — 30 days. A payment method is required at checkout but nothing is charged during the trial. Cancel before it ends and no payment is taken.
Who charges my card?
Paddle, Lumirai's merchant of record. Paddle appears on your statement, sends receipts, and handles refunds.
Where are my invoices?
In the Paddle billing portal: Subscription → Billing → Billing portal. They are not stored in the Lumirai portal.
What happens if I cancel?
Access continues to the end of the period you have already paid for, then does not renew. After that, users drop back to one open view and patient search.
Can I get a refund?
Within 30 days of a charge, yes. Request it at paddle.net or email support@lumir.ai. See Billing.
Other
Can I download Echo from the portal?
No. Echo updates itself, and installers come from Lumirai separately.
Can I delete my account?
Not from the portal. Contact support@lumir.ai.
Where can I read the full guide?
Start at the User Guide home.