Luminance users can access the Help Center and contact Support directly via the in-product widget, available in both the web platform and the Word plug-in.
Note: You must be logged into Luminance to view our Help Center articles.
Steps to contact Luminance Support
Start a conversation. The Support chat window will open on the right-hand side. Select "Contact Support" to open a new conversation.
Select "I need help with something" to start talking to Luminance Support AI Agent.
Ask any question relating to the usage of the Luminance platform or Explain the issue you encountered. Luminance Support AI Agent will help you by referencing our support articles, should it not be able to assist it will direct you to our ticket creation process
Tip: You can bypass Luminance Support AI by saying "Create Ticket" at any point. This will redirect you to the ticket creation process.
Ticket Creation Process
If you ask to speak to an agent or if Luminance Support AI Agent cannot assist you, you will be redirected to the ticket creation process.
Please ensure you complete all the steps, starting with "Is this issue impacting you or a colleague(s)?"
You will then be prompted to submit a Birdie screen recording. This is optional but highly recommended as enables our team to assist you faster and more efficiently, reducing back and forth.
Finally, complete the final steps of the ticket creation by completing the form.
You will be provided with a ticket number once created. You can review your existing tickets in the ticket tab of the widget or in the help centre.
Tip: Providing a clear description of the problem and the steps that led to it will help the Support team investigate your request more quickly.
For urgent assistance or out of hours, please call our Hotlines:
Ways to Access Luminance User Guides
From the Word plug-in or in-platform, interact with our Support widget
From the Luminance landing page, click Customer Support in the top left corner
From the Repository select Support from the User menu
Wherever an information icon is displayed in the Repository, click the icon to open the Help Center
Browse the available Help Center articles or use the Search for Help search bar to find information on a specific topic. Select the relevant User Guide article to view detailed guidance.