Getting Help and Contacting Support

5-10 minutes

Tutorial 15.3: Getting Help and Contacting Support

Introduction

Stuck on something? We're here to help. Luminate offers several ways to get assistance, from in-app help links to direct support from our team. This guide shows you where to find help within the system, how to contact support effectively, and what to expect when you reach out.

Getting the right help quickly means knowing where to look and how to describe your issue. We'll cover all your options so you can get back to running your salon as fast as possible.

Who this is for: All Luminate users who need assistance or want to know how to get help when needed.

What you'll learn:

Where to find help within Luminate
How to access the documentation
When and how to contact support
What information to include in support requests
Typical response times and expectations

Time to complete: 5-10 minutes

Prerequisites

Before you begin, make sure you have:

Access to your Luminate account (for in-app help)
Your salon name (for support requests)

Step-by-Step Instructions

Step 1: Finding Help Within Luminate

Luminate provides help access directly from the sidebar navigation.

To access help:

Look at the bottom of the left sidebar menu
Find the Help link with a question mark icon
Click Help to open the documentation website in a new tab

The Help link is always visible at the bottom of the sidebar, regardless of which page you're on or which salon you're viewing.

To contact us:

Look at the bottom of the left sidebar menu
Find the Contact link with an envelope icon
Click Contact to open our contact page

Step 2: Using the Documentation

The Luminate documentation (where you're reading this now) is organised into sections covering every aspect of the system.

How to find what you need:

Browse by section - Tutorials are grouped by topic (Getting Started, Daily Operations, Staff Management, etc.)
Follow learning paths - Suggested sequences for different roles (New Owner, New Receptionist, etc.)
Use related tutorials - Each tutorial links to relevant related guides
Check FAQs - Common questions are answered at the end of each tutorial

Documentation sections include:

Section	What It Covers
Getting Started	First login, setup, roles
Daily Operations	Calendar, appointments, POS
Customer Management	Profiles, history, communication
Staff Management	Adding staff, accounts, performance
Scheduling	Roster, holidays, shifts
Leave Management	Allowances, requests, approvals
Services & Products	Menu setup, inventory
Financial Management	Transactions, refunds, balances
Reporting	Dashboard, reports, exports
Notifications	Reminders, templates, messaging
Compliance	Skin tests, GDPR
Advanced Features	Multi-salon, custom settings
Settings	Profile, preferences, configuration
Billing	Subscription, payments
Troubleshooting	Common issues, errors
Role Guides	Specific guides by user role
Best Practices	Daily/weekly procedures
Online Booking	Customer self-service

Step 3: When to Contact Support

Contact support when:

You've tried the troubleshooting guides but the issue persists
You see a technical error (server error, system error)
You need account recovery (lost 2FA, locked out)
You have a billing question or payment issue
You've found a bug that needs reporting
You need data assistance (corrections to historical records)
You have a feature request or suggestion

You don't need to contact support for:

How-to questions (check the documentation first)
Common issues (see Tutorial 15.1)
Understanding errors (see Tutorial 15.2)
Permission issues (speak to your salon Owner or Admin)

Step 4: How to Contact Support

Email Support

The primary way to reach our support team is by email:

Email: hello@luminate.salon

What happens when you email:

You'll receive an automatic confirmation that your message was received
A support team member will review your request
You'll receive a response with assistance or follow-up questions

Response times:

Request Type	Typical Response
Urgent (can't access account, system down)	Within 4 hours during business hours
Standard (bugs, issues, questions)	Within 1 business day
Feature requests/feedback	Within 2-3 business days

Business hours: Monday to Friday, 9am to 5pm UK time

Step 5: Writing an Effective Support Request

The more information you provide, the faster we can help. Include these details in your email:

Essential information:

Your salon name - So we can find your account
Your name and role - Who you are and what role you have
What you were trying to do - The action you were attempting
What happened - What you saw instead of the expected result
Any error messages - Copy the exact text if possible

Helpful additional details:

When it happened - Date and approximate time
Browser and device - e.g., "Chrome on Windows laptop"
Steps to reproduce - How to make the issue happen again
Screenshots - Visual evidence of the problem

Example of a good support request:

Subject: Cannot complete transaction - "Transaction must have items" error

Hello,

Salon: Luxe Hair Studio
Name: Sarah Johnson (Manager)

I'm trying to complete a transaction for a customer but keep getting an
error saying "Transaction must have at least one item before completion."

I've added a haircut service (£45) and the total shows correctly, but
when I click Complete Transaction, I get this error.

This started happening today around 2pm. I'm using Chrome on a Windows
laptop. I've tried refreshing the page and logging out/in but the issue
persists.

Screenshot attached showing the transaction with the service added.

Thanks,
Sarah

Example of a request that needs more detail:

Subject: Help

It's not working.

The more specific you are, the faster we can resolve your issue.

Step 6: Account Recovery

If you're locked out of your account:

Forgot password:

Go to the login page
Click Forgot password?
Enter your email and request a reset link
Check your email (including spam folder)
Click the link and set a new password

Lost two-factor authentication:

If you have recovery codes, use one to log in
If you don't have recovery codes, email support:
- Include your name and email address
- Explain that you've lost access to your authenticator
- We'll verify your identity and help restore access

Account disabled:

Contact your salon Owner - they may have deactivated your account
If you're the Owner and your account is disabled, email support

Step 7: Billing Support

For subscription and payment questions:

Common billing topics:

Issue	Where to Go
View current plan	Click your profile picture (top-right) → Billing
Update payment method	Billing → Add Payment Method
View billing history	Billing → History
Download invoices	Billing → History → Download
Cancel subscription	Billing → Cancel Subscription

For billing issues you can't resolve:

Email hello@luminate.salon with:

Your salon name
The nature of the billing issue
Any relevant invoice numbers or dates

Common Pitfalls

"I emailed support but haven't heard back"

Check your spam folder - our replies may be filtered
Verify you emailed the correct address: hello@luminate.salon
Allow adequate time (see response times above)
If urgent, send a follow-up email referencing your original request

"Support asked for more information"

This means we need additional details to help you. Provide everything requested promptly - incomplete responses slow down resolution.

"I'm not sure if this is a bug or user error"

That's okay! Contact support anyway. We'd rather help you with something simple than have you struggle with a genuine bug.

Tips and Best Practices

Check documentation first - Many questions are answered in our tutorials
Be specific - Vague descriptions lead to back-and-forth that delays resolution
Include screenshots - A picture often explains the issue faster than words
One issue per email - If you have multiple problems, send separate emails so we can track each one
Keep emails professional - Clear, polite communication helps everyone
Follow up appropriately - If you haven't heard back after the expected response time, send a polite follow-up

Frequently Asked Questions

Is there phone support?

Currently, Luminate offers email support only. Email allows us to properly document issues, share screenshots, and research problems thoroughly before responding.

Can I request a feature?

Absolutely! Email hello@luminate.salon with "Feature Request" in the subject line. Describe what you'd like to see and why it would help your salon. We review all feature requests when planning updates.

What if I need urgent help outside business hours?

For urgent issues outside UK business hours, send an email with "URGENT" in the subject line. While we can't guarantee immediate response, urgent requests are prioritised when the team is available.

Can I get training for my team?

Contact us to discuss training options. We can arrange video calls to walk through features or provide customised guidance for your salon's needs.

How do I report a security concern?

If you believe you've found a security vulnerability, email hello@luminate.salon with "Security" in the subject line. Do not share details publicly. We take security seriously and will respond promptly.

Is there a community forum?

Not currently, but we're always exploring ways to help users connect and share tips. Sign up for our newsletter to hear about new community features.

How do I give feedback on the documentation?

We welcome feedback! If you find something unclear or spot an error in the documentation, email hello@luminate.salon with "Documentation Feedback" in the subject line.

Quick Reference

Need	Action
How-to questions	Check documentation first
Common problems	See Tutorial 15.1
Error messages	See Tutorial 15.2
Technical issues	Email hello@luminate.salon
Account recovery	Use password reset or email support
Billing questions	Check Billing page or email support
Feature requests	Email with "Feature Request" subject
Security concerns	Email with "Security" subject

Last Updated: January 2026