FAQs
Find quick answers about billing, access, AI usage, migrations, security, and status. Then reach us with the right context.
Billing & limits
Quick answers and links.
Do you charge overages?
No. Plans have hard limits. Add usage upgrades for more capacity or top up wallet on Free before you hit caps.
How do I add more usage?
Go to Pricing to compare limits, then purchase usage upgrades or move to a higher plan. Paid plans keep hard caps.
What happens when I reach a limit?
We pause the capped feature until usage is back under the limit or an upgrade/top-up is applied. We surface in-app warnings before that.
How is billing processed?
Stripe handles subscriptions and invoices. Update payment details in the console billing section. For tax questions, email billing@lumioh.com.
Where can I see my current usage?
Check the workspace console billing/usage view. For AI, API, and storage, see the limits table on the Pricing page.
Access & workspaces
Quick answers and links.
I didn’t get an invite email
Confirm the email spelling, check spam, and allowlist lumioh.com. Resend the invite. If still blocked, email support@lumioh.com.
How do I change roles or transfer ownership?
Workspace admins can change roles. For ownership transfer, have the current owner request it via support@lumioh.com with workspace details.
Do you support SSO/SCIM?
Enterprise can request SSO/SCIM. Email sales@lumioh.com to enable and coordinate domain verification.
How do I verify my domain?
Add the provided TXT record, wait for DNS propagation, then re-check. If it fails after 30 minutes, send the domain name to support@lumioh.com.
AI usage & safety
Quick answers and links.
What are the AI usage limits?
Each plan has AI allowances; Free can top up via wallet, paid plans via usage upgrades. See the Pricing comparison table for per-plan caps.
How is AI governed?
AI actions are role-aware with approvals for sensitive flows, logged for audit, and subject to hard budget caps. Customer data is not used to train foundation models.
How do I request an AI review or adjustment?
Email security@lumioh.com with the workspace, feature, expected behavior, and a sample prompt/output. We can tune safeguards or add approvals.
Migrations
Quick answers and links.
Can you migrate my existing data?
Yes. We support imports for contacts, contracts, tasks, and files. Use the migration guide for staged cutover and mapping tips.
What is auto vs manual during migration?
Structured records (contacts, tasks) can import via CSV/JSON. Complex objects (workflows, templates) may need manual recreation—see the guide.
Can I get assisted migration?
Email support@lumioh.com with source system, size, and target go-live date. We’ll advise scope and timeline.
Security, privacy, and compliance
Quick answers and links.
Where can I see your security posture?
Visit /trust for architecture, RBAC, audit, and encryption details. AI controls are at /ai-governance; vendors at /subprocessors.
Do you sign DPAs or provide SOC/SIG?
Yes. Email privacy@lumioh.com or security@lumioh.com to request DPA and security materials. SOC/SIG/SLA placeholders are available on request.
How do I request data export or deletion?
Email privacy@lumioh.com with workspace details. We support DSR for export and deletion aligned to our Privacy Policy.
Status & incidents
Quick answers and links.
Where can I see uptime and incidents?
Visit /status for live status and history. RSS/email/webhook subscriptions will be exposed there once live.
How do I report an incident?
Email incidents@lumioh.com with workspace, app, impact, timestamps/timezone, and links/screenshots. This speeds triage.
Support & escalation
Quick answers and links.
How fast do you respond?
Targets: Free best effort, Professional < 1 business day, Business same business day, Enterprise by contract. Include context for fastest routing.
How do I contact support with context?
Email support@lumioh.com with workspace, app, steps to reproduce, expected vs actual, and timestamps. Use the pre-filled link below.
Need security docs or DPAs? Email security@lumioh.com or privacy@lumioh.com.
Still need help?
Reach us with the right context for a faster response.