Troubleshooting

Sign-in, subscription, and license problems.

I can't sign in

  1. Try Log in without a password and use an emailed code — the account may never have had a password.
  2. For a code, enter the email address, not the Practice ID.
  3. Codes expire after 30 minutes. Choose Send a new code.
  4. If the password is simply forgotten, use Forgot password?

Guide: Signing in.

My account is locked

Too many failed sign-in or 2FA attempts locks the account, and it cannot be unlocked from the login page. Email support@lumir.ai from the address on the account.

The verification email never arrived

Check junk mail, then confirm the address on Settings is spelled correctly. Verification email is rate-limited to a few sends an hour, so wait before retrying. If a link says it could not be verified, it has expired or been used — sign in and choose Send verification email for a new one.

Guide: Verifying your email.

The Subscribe button is greyed out

Your email address is not verified yet. The banner at the top of the page has a Send verification email button. Once you follow the link, the button becomes available.

I can't add a plan during the trial

While the trial runs you can change the number of licenses on a plan you already have, but you cannot add or drop a whole tier. Wait until the trial ends, or contact support.

Someone's Echo says Free when it shouldn't

Work through these in order:

  1. Status — is the subscription Trialing or Active? Any other status locks features.
  2. Echo Accounts — is their email listed, and does it match their Medstrat Joints login exactly?
  3. Is their row struck through and marked Disabled? You have more accounts than licenses.
  4. Have them quit Echo and reopen it — the license is checked at sign-in.

Guide: Echo Accounts.

My subscription says Past Due

A payment failed. Use Subscription → Billing → Update payment method; Paddle retries automatically. Echo features stay locked until the status returns to Active.

Status checks are failing

That banner reports Lumirai's own services and the Joints connection, not something you can fix in the portal. Wait a few minutes and reload. If it persists and users are affected, email support@lumir.ai.

A log looks empty

No log entries found usually means a date filter is narrower than you thought. Choose Clear filters and look again.

I lost my authenticator app

Disabling 2FA needs a working code, so it cannot be done from the portal. Email support@lumir.ai from the address on the account.

Still stuck?

Email support@lumir.ai with:

  • Your Practice ID
  • What you were doing, and the exact message on screen
  • For billing, the email used at checkout and the approximate charge date

Never include patient names, IDs, or dates of birth.