SV(M) Support: Find answers and get the help you need

SV(M) Support: Find answers and get the help you need

Struggling with an SV(M) feature? Having technical problems? Not sure where to start? 


We want you to get the most out of SV(M): the best data, the clearest analysis and the most useful insights. So we developed resources to get you started, guide you through the platform and help solve common problems. 


If you have a question or need help, you have options. See below for our recommended order of operations. 






Back to SV(M) Support 

Back to SV(M) User Guide 


Search the Knowledge Base

First, search for your issue in the SV(M) Knowledge Base (that’s where we are now). Browse articles by topic or search for tags and keywords.


Want the fundamentals? Start with the User Guide. Or visit How SV(M) Works to review core concepts and 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 first:


User Guide FAQs: Help with platform features

SV(M) Model FAQs: Viewership, data sources and chart eligibility







Try troubleshooting

Our Client Support team has fielded a lot of user questions. The good news: some of the most common issues can be resolved in minutes. Review our troubleshooting guides for road-tested tips, tricks, and best practices for technical problem-solving.


Troubleshooting SV(M) login issues

General troubleshooting: Common SV(M) problems







Contact SV(M) Support 

If you can’t find what you need in the Knowledge Base and/or need help right away, contact us at support@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 or on our website 


Describe your problem in as much detail as you can. A Client Support specialist will get back to you soon. 


If you don’t see a reply within 3 business days, check your spam folder for the luminatedata.com domain. 



    • Related Articles

    • Troubleshooting SV(M) login issues

      Forgot your Luminate password? Can’t access SV(M)? Getting a mysterious error message? Our Support team can help—but first, try these troubleshooting tips. See below for common SV(M) login problems and our recommended solutions. Back to Getting ...
    • 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 ...
    • Quickstart Guide: Set up SV(M) in minutes

      Welcome to Luminate Streaming Viewership (M)! Use this guide to set up your SV(M) account and log in for the first time. Even if you’ve subscribed to other Luminate products before, you’ll need a separate SV(M) subscription to access the platform. ...
    • Troubleshooting login and access issues

      Locked out of your Luminate account? Can’t log in to CONNECT? Getting a mysterious error message? Our Support team can help—but first, try our troubleshooting tips. See below for common login problems and our recommended solutions. Back to Getting ...
    • Welcome to SV(M): Streaming Viewership, Modeled

      Welcome to Luminate Streaming Viewership (M), your source for film and TV streaming measurement and analytics. Designed and operated by Luminate, the entertainment industry’s trusted third party of record, SV(M) ingests data from multiple sources and ...
    • Popular Articles

    • Quickstart Guide: Set up CONNECT in minutes

      Whether you’re a new user or already have a Luminate Data account, here’s how to log in, access the CONNECT platform and start uncovering music insights. Back to Getting Started Quickstart steps If you’re already a Music Connect user, skip to Step 4 ...
    • Troubleshooting login and access issues

      Locked out of your Luminate account? Can’t log in to CONNECT? Getting a mysterious error message? Our Support team can help—but first, try our troubleshooting tips. See below for common login problems and our recommended solutions. Back to Getting ...
    • Troubleshooting guide: Quick fixes to common problems

      If you’ve hit a CONNECT roadblock—access issues, error messages, apparent bugs—don’t despair! There could be a simple solution. Use this guide to narrow down the problem and/or make it easier to explain to Client Support. First, review our best ...
    • Methodology 101: How Luminate collects, models and measures music data

      Luminate tracks music consumption activity. We do this by ingesting reported activity from thousands of data sources. We use that data to construct and maintain a musical entity database. This allows us to attach metadata and activity to artists, ...
    • Glossary: Acronyms, key terms and definitions

      Key terms and acronyms used in CONNECT. Back to Terms and Concepts Back to How It Works A ATD Activity to Date Combined total activity, starting from the earliest year for which CONNECT has complete data and ending with the selected time frame. ATD ...