Client Support: Find answers and get the help you need
Can’t find a feature? Having technical problems? Not sure where to start?
We want you to get the most out of CONNECT: the best data, the clearest analysis and the most useful insights. So we created resources to get you started, guide you through the platform and help solve common problems.
Scroll down for our recommended order of operations. Try each step before moving to the next one. If you still need help, Client Support is standing by.
Search the Knowledge Base
Before sending an email or Help ticket, search for your issue in the Knowledge Base (that’s where we are now). Browse articles by topic or search by keyword.
Want the fundamentals? Start with the User Guide. Read Methodology 101 to learn about core concepts and brush up on key terms. We update the Knowledge Base with new features, guides and tutorials, so bookmark it and keep coming back.
If you have a specific question, we highly recommend looking through these FAQs and tutorials. It may have been answered already!
User Guide FAQs: Help with features, tools and settings
Migration FAQs: Legacy Music Connect user questions
How to CONNECT: All tutorials, walkthroughs and video demos
Note that clicking on links within a pop-up article will take you out of the CONNECT platform and into the Knowledge Base.
Try troubleshooting
Our Client Support team has fielded a lot of user questions. The good news: some of your most common issues can be resolved in minutes (we promise).
Review our troubleshooting guides for road-tested tips, tricks, and best practices for technical problem-solving.
General troubleshooting: Quick fixes to common problems
Troubleshooting login and access issues
Troubleshooting music registration and reporting
Get live help from Luminate
Want a live walkthrough? Sign up for a call with a Client Support specialist. You can join an open session or set a one-on-one demo.
Join an Office Hours session
We host open Zoom Office Hours for Connect subscribers on Tuesdays at 2:00 p.m. ET. Just show up and ask questions on video or via chat to get real-time answers.
Sign up for a session here. We’ll be on the line most Tuesdays at 2 p.m. ET.
Schedule a Zoom tutorial
If Office Hours aren’t convenient for you, you can pick your own time for a Client Support call or demo session. We’re happy to chat one-on-one and answer questions, show off CONNECT features or help you troubleshoot live.
Use our scheduler to see available time slots and set your call.
Submit a Help ticket
Report bugs, submit data corrections or request new features by submitting a Help ticket. Opening a ticket will put you in touch with our Support team directly.
On any CONNECT page, expand the sidebar menu and click the ? button to open the Help menu. (In smaller screen resolutions, a ? button will “float” over the page at bottom left).
Choose “Submit Ticket” from the top right dropdown or scroll down to the Submit a Ticket button to view the Ticket Information form.
Fill out your case information, attach screenshots if needed, and hit Submit. We’ll be in touch shortly with confirmation or follow-ups. Be sure to provide the right contact email. If you don't hear from us, check your spam folder for an email from the luminatedata.com domain or email us directly (see below).
Email Support
If you can’t find what you need in the Knowledge Base and/or need help right away, contact Support at help@luminatedata.com.
Email us with:
Account, login and platform access issues
Temporary password requests
Urgent and time-sensitive questions
Serious technical problems
Requests for new or expanded Knowledge Base articles
Anything you can’t find in the Knowledge Base, in an Office Hours session or on our website
Describe your problem in as much detail as you can. A Support team member will get back to you.
More to know
CONNECT User Guide: Intro and overview of all features
User Guide FAQs: Help with features, tools and settings
Migration FAQs: Legacy Music Connect user questions
Glossary: Acronyms, key terms and definitions
Quickstart Guide: Set up CONNECT in minutes
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