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 Luminate account for a different product (such as the legacy Music Connect platform) you can log in with your existing credentials at login.luminatedata.com or 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 any saved Luminate login credentials from your password manager. You can re-save your password after successfully logging in once.
I didn't get a password reset email.
The domain we use to send password reset and account activation emails is cs.luminatedata.com, not luminatedata.com. Look for an email from noreply@cs.luminatedata.com.
Whitelist the cs.luminatedata.com domain.
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@cs.luminatedata.com> with the subject line “Activate Your Luminate Account Now.”
Add <noreply@cs.luminatedata.com> to your safe senders and/or contacts list. Whitelist the cs.luminatedata.com domain.
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.
Activation links can only be used once. If you already have an account, go to login.luminatedata.com to log in and view your available apps.
The link expires after 90 days. If it’s been that long, contact Support for a new one.
I don’t know if I have an account or not.
If you previously used Music Connect and subscribe to the new CONNECT, your existing account will get you into the new platform.
If you have a Luminate 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 prior subscription to Music Connect does not guarantee access to CONNECT. If you have a Luminate account for something else and want to try CONNECT, contact your 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