Troubleshooting login and access issues

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. 



Username and password 


I don’t know my username.

Your username is the email address you signed up with. Make sure you’re signing in with the email address attached to your Luminate account. 


If you already have a Music Connect account, you can log in with your existing credentials at app.luminatedata.com.



I don’t know my password. 

At the bottom of the login screen, click Need help signing in? > Forgot password? and follow the instructions to reset your password via email. 



My saved Luminate password isn’t working.

If you’re using a password manager or have a password set to auto-fill, you might not be able to log into CONNECT. Clear auto-filled fields and enter your Luminate username and password manually. 


Delete your saved Luminate login credentials from your password manager. You can re-save your password after successfully logging in once. 






Accessing the platform


I don’t know where to log in. 

Bookmark or save the URL app.luminatedata.com, which takes you directly to CONNECT. If you’re already logged in, you’ll bypass the login screen and land right on the Home page. 



That URL doesn’t work.

Clear your browser cache and try logging in again.


Sign in to your Luminate Data account at login.luminatedata.com, then access CONNECT via the tile on your home screen. 






New account setup


I need to set up a new account / I need to activate my account. 

For a simple account setup tutorial, review our Quickstart Guide



I can’t find my account activation email.

Check your Spam folder for an email from <noreply@LuminateData.com> with the subject line “Activate Your Luminate Account Now.” 


Add <noreply@LuminateData.com> to your safe senders and/or contacts list. 


Verify that your organization requested access for the correct email.


Ask Client Support to send a new activation email. 



The Activate Account button doesn’t work. 
I don’t know if I have an account or not.

If you already used Music Connect and subscribe to the new CONNECT, your existing account will get you into the new platform. 


If you have a Luminate Data account for something else, sign in at login.luminatedata.com and check whether you have access. If you do, your Luminate User Home will display this tile: 




If you think you should have access to CONNECT, but don’t see that tile, contact Support. 


A legacy Music Connect subscription does not automatically include CONNECT. If you already have a Luminate account for something else and want to try CONNECT, contact your Luminate account representative.






Error messages 


“Unable to log in” / “Sign in failed!”

This message means that your username and/or password is incorrect. Double check that you have the right email and password.


Reset your password (Need help signing in? > Forgot password?) and try again.


Contact Client Support for a temporary login or password.



I’m locked out of my account.

To protect your account security, we block logins after 10 unsuccessful attempts. From the login screen, click Need help signing in? > Unlock account? and enter your login email. 


“Access denied” / “Error 401” 

This means that your Luminate user account is not assigned to the application. Contact Support to check your account status or reconfigure your account.







Other issues


Can’t find what you need on this page? Try our general-purpose CONNECT troubleshooting guide. 


Go to: General troubleshooting: Quick fixes for common problems




If all else fails, Support is standing by. Submit a Help ticket or contact us.


Go to: Client Support: Find answers and get the help you need









More to know 

Quickstart Guide: Set up Connect in minutes

General troubleshooting: Quick fixes to common problems

Client Support: Find answers and get the help you need





    • 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. Read on for a list of common SV(M) login problems and our recommended solutions. Back to ...
    • 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 ...
    • 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 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 ...
    • Migrating from Music Connect: Overview for legacy users

      CONNECT is a significant—and essential—evolution of the Music Connect platform. Built for purpose Rather than update an existing product, we designed CONNECT from scratch. The reimagined UI combined with the speed and flexibility of the cloud-based ...
    • 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 ...