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. That’s why 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 at the ready.
Before sending an email or submitting a ticket, search for your issue in the Knowledge Base (that’s where we are now). Browse articles by topic or search for specific keywords.
Want the fundamentals? Start with the User Guide. Then read Our Methodology to learn about core concepts and brush up on key terms. We update the Knowledge Base as we release new features, guides and tutorials, so bookmark it and keep coming back.
If you have a specific question, we highly recommend checking our 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
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 face time with a Client Support specialist and ask your questions live.
We host open Zoom Office Hours for Connect subscribers on Tuesdays at 2:00 p.m. ET. Sign on and ask questions on video or via chat to get real-time answers. You can also request a platform demo; our Support team will walk you through any Connect feature, step by step.
Sign up for an office hours session here or use the link below. We’ll be on the line every Tuesday at 2 p.m. ET.
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
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.
Report bugs, submit data corrections or request new features by opening a Help ticket on the Connect platform.
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 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.
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 minutes
Read next: Troubleshooting Guide: Quick fixes to common problems