We’re transforming your support experience
We’re introducing a new and improved support experience across Luminance.
As this is rolled out, your experience may vary slightly depending on your version and when your environment receives its next patch.
What’s changing
From April 2026, all Luminance customers now have access to our new Intercom Support Center.
For Luminance Corporate Versions 3.8, 4.0 and 4.1
You can now contact Support directly through a new in-application Support widget.
This will appear in the bottom right-hand corner of every page (Luminance web, and Luminance plug-in and Intercom Support Center), allowing you to get help without leaving the platform.
You will also be able to:
View and manage all support conversations in one place
Access our new Help Center, including knowledge articles, guidance and best practices
For all other Luminance versions
You can access the new Help Center via the Support Hub or User Portal links, following your current process.
From the Intercom Support Center, the Support widget will be available in the bottom right-hand corner.
This is a temporary experience until your environment is updated to support the in-platform widget.
During the transition
Updates on existing tickets will continue via email
You may briefly lose visibility of open tickets during migration
You can reply to any recent support email, and your response will be captured in the new system
Thanks for your continued partnership—we hope you enjoy the new experience.