Accounts & Billing

This guide covers how to access your account, update payment information, download invoices, manage subscriptions, and handle common billing issues.

Accessing Your Customer Portal

All billing and account management is handled through Lumin’s secure portal:

https://secure.lumin.app/manage

• Enter your email address.
• Check your inbox for a magic link (no password required).
• Click the link to log in.

Tips:

• Links expire after 15 minutes or once used. If it doesn’t work, request a new one.
• If you don’t see the email, check your Spam / Promotions folder.

Managing Your Subscription

Update Payment Method

1. Log in at https://secure.lumin.app/manage
2. Open Payment Methods
3. Add your new card and select it as default
4. Remove any outdated card if needed

Download Invoices & Receipts

1. Log in to the portal
2. Go to Billing History
3. Click on any invoice to view or download as PDF

Change Your Plan

1. Log in to the portal
2. Select Change Plan
3. Choose monthly or annual billing (or other available tiers)
4. Confirm

Cancel Subscription

1. Log in to the portal
2. Click Cancel Subscription on your active plan
3. Confirm cancellation

What happens next:

• You’ll keep access until the end of your billing period
• Your subscription will not auto-renew
• Your account data is scheduled for deletion 30 days after cancellation (you can request earlier deletion or export)

Reactivate Subscription

1. Log back in at https://secure.lumin.app/manage
2. Select Reactivate
3. Confirm your plan

Handling Failed Payments

• If your payment fails, you’ll see an alert in the portal and receive an email notification.
• Update your payment method and click Retry Payment to complete it immediately.
• The system will also retry automatically during the grace period.

Trials

• Trial end dates are displayed in the portal.
• To avoid being charged, cancel before your trial ends.
• If you continue, your subscription will start automatically at the listed price.

Refunds

• Duplicate charges or billing errors → contact support for correction.
• Community access charges you’ve already paid → contact support for a corrected link; you don’t need to pay twice.
• App store purchases → refunds must be requested through the store where you purchased (Apple, Google).

Data Exports & Deletion

• You can request a data export anytime by contacting support.
• If you cancel, your data is automatically deleted after 30 days.
• You may request earlier deletion if preferred.

Quick Answers

• Didn’t get the login email? Check Spam/Promotions. If still missing, request a new link or contact support.
• Need invoice with company details? Edit billing info in your portal or email support with exact details for future invoices.
• Switched emails? Subscriptions are tied to your original email. Contact support if you need to update your profile.
• Want to pause instead of cancel? If the option isn’t visible in the portal, contact support for alternatives.

Need Help?

If you encounter issues not covered here, email contact support with:

• Your full name
• The email tied to your account
• A description of the issue (screenshots if possible)

Our support team will respond promptly to help resolve your request.