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.
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. Double check that your organization gave access to the right email.
Search your email inbox for the subject line “Activate Your Luminate Account Now” and/or the sender noreply@luminatedata.com. The original account activation email includes your username. (Please don’t re-use the Activate Account link).
If you already use another Luminate product, you can log in with your existing credentials at svm.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 SV(M). Clear auto-filled fields and enter your Luminate username and password manually.
Delete all saved Luminate login credentials from your password manager. You can re-save your password after successfully logging into SV(M).
Accessing the platform
I don’t know where to log in.
Bookmark or save the URL svm.luminatedata.com, which leads directly to the platform. If you’re already logged in, you’ll bypass the login screen and land on the Home page.
That URL doesn’t work.
Clear your browser cache and try logging in again.
Check for available browser updates, install the latest version and relaunch your browser.
Sign in to your Luminate Data account at login.luminatedata.com, then access SV(M) via the tile on your home screen.
I can’t log in from a mobile device.
SV(M) is designed for desktop and tablet devices only. Mobile access is not supported.
New account setup
I need to set up a new account / I need to activate my SV(M) subscription.
For a simple account setup tutorial, see 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.
Activation links can only be used once. If you already have an account, go to login.luminatedata.com to log in and see 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 already use a different Luminate product and subscribe to SV(M), 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 to SV(M). If you do, your Luminate User Home will display this tile:
If you think you should have access to SV(M), but don’t see that tile, contact Support.
CONNECT and other Luminate products do not include access to SV(M). If you want to try SV(M), contact us or request a demo.
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 SV(M) 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 SV(M) application. You may not have an active subscription. Contact Support to check your account status or reconfigure your account.
“Not Yet Optimized For Mobile”
SV(M) is designed to be viewed from desktop and tablet devices only. Smaller screen sizes are not supported.
If you’re on a desktop or tablet, make sure your screen resolution or browser window is set to a width of at least 1024px.
Other issues
Knock out common technical problems and pinpoint potential user errors with our general troubleshooting guide. If all else fails, Support is standing by.
Go to: SV(M) Support: Find answers and get the help you need
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