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Section 15: Troubleshooting & Support

5-10 minutes

Section 15: Troubleshooting & Support

Running into problems? This section helps you resolve common issues quickly and shows you how to get additional help when needed.

Tutorials in This Section

15.1 Common Issues and Quick Fixes

Running into problems? This guide covers the most common issues users encounter: invitation emails not arriving (check spam, verify email address), appointments not saving (check required fields, verify staff availability), payments not processing (check payment method, verify amounts), and calendar not updating (refresh page, check filters). Your first stop for self-service troubleshooting.

Time: 5-10 minutes (reference guide)

15.2 Understanding Error Messages

Error messages tell you what went wrong. Learn how to read error messages in Luminate, what common errors mean (validation errors, permission errors, conflict errors), how to fix the most frequent issues, and when to contact support for help. Understand the different types of notifications and what each colour and icon indicates.

Time: 10-15 minutes

15.3 Getting Help and Contacting Support

Stuck? We're here to help. This guide shows you where to find help in Luminate (the Help link in the sidebar), how to access documentation, when to email support (hello@luminate.salon), what information to include in support requests, and typical response times. We'll also cover account recovery and billing support.

Time: 5-10 minutes

15.4 Using Lumen — Your In-App AI Assistant

Need a quick answer without leaving the page you're on? Lumen is Luminate's built-in AI assistant that can look up customers, check appointments, find schedule gaps, review colour test status, and more — all through a simple chat interface. Ask questions in plain English and get instant answers from your salon data. Available as a floating chat widget or a full-page view.

Time: 10 minutes

Recommended Reading Order

For effective troubleshooting, we recommend this sequence:

  1. 15.1 Common Issues and Quick Fixes - Try to solve your problem yourself first
  2. 15.2 Understanding Error Messages - Learn what error messages mean
  3. 15.3 Getting Help and Contacting Support - Know how to get help if needed
  4. 15.4 Using Lumen - Ask Lumen for quick answers and data lookups

Quick Troubleshooting Checklist

Before contacting support, try these steps:

  1. Refresh the page - Press F5 or Ctrl+R (Cmd+R on Mac)
  2. Check for error messages - Read any red text or notifications carefully
  3. Verify required fields - Look for asterisks (*) on forms
  4. Check permissions - Ask if your role allows this action
  5. Try a different browser - Chrome is recommended
  6. Clear browser cache - Ctrl+Shift+Delete

Support Contact Information

Method Details
Email hello@luminate.salon
Help Link Bottom of sidebar in Luminate
Lumen AI Assistant Chat widget (bottom-right corner)
Documentation https://luminate.salon/docs

Next Steps

After reviewing troubleshooting resources, you might find these helpful:

  • Section 1: Getting Started - Review the basics if you're new
  • Section 14: Billing & Subscription - For payment-related issues
  • Section 16: Role-Specific Guides - Understand what your role can access

Last Updated: April 2026