Getting help
Support, legal policies, and what the portal does not do.
Support
Email support@lumir.ai, or use the support page at lumir.ai/support.
It saves a round trip if you include:
- Your Practice ID
- What you were trying to do, and the exact message on screen
- For billing questions, the email address used at checkout and the approximate date of the charge
Never include patient names, patient IDs, or dates of birth. Nothing in Lumirai Accounts needs them.
For billing and payments you can also go directly to paddle.net, which is usually the fastest route for receipts and refunds. See Billing.
What the portal does not do
| You are looking for | Where it actually is |
|---|---|
| Downloading or updating Echo | The app updates itself; see the Echo guide |
| A login for each member of staff | Not available — the portal is one login per practice |
| Deleting your account | Contact support |
| Buying Room or Lightbox licenses | Contact your account manager |
| Changing Medstrat Vouch accounts | Contact support |
| Invoices and receipts | The Paddle billing portal |
| Help using Echo itself | The Echo user guide |
Legal
Linked at the foot of every sign-in page, and published on the marketing site: