Contact Lumen Support

by Fireflyvixen

This is not a good purchase for someone who is already nutritionally literate and logs their food with an app such as Lose It. Not only is there no way to connect to LoseIt, but even worse, there is no way to even manually input your macronutrient numbers for the day from Lose It. Instead, the Lumen app asks you to RE-LOG all your food within the app and their food library is terrible. The other option is to log only your net carb servings which is a very crude measure of net carbs and it doesn’t allow you to enter fractions of a serving. LoseIt syncs with many, many apps so it’s surprising this feature is not there given how many other reviews have mentioned it. The support is also a problem. All over their website and in the app they say you can email support, but when you do that you get an auto-reply saying “Email support not available.” The only way to get support is using the in-app “chat” in which they don’t reply for hours or until the next day. All told, this feels like it’s about a year premature for mass release. I plan on returning and repurchasing at a later date when they’ve worked out some of these kinks. I’m not going to pay an expensive monthly subscription while they’re still beta testing. I do worry about them honoring they 30 day money back guarantee policy given how poor the support has been so far.

Update: device malfunctioned after four days of use.

by Fortytory

1. I just received it and in downloading the app, it doesn't show up on my phone. It's downloaded somewhere. I input info but if I have to fish thru the apps list to use it all the time this will be short lived. Any other app I've downloaded just shows in my Home Screen and I put it where I want it. Already sorry I spent the money on it and haven't used it yet. Customer service is a bot and a real person takes at least a day to reply. I realize I've already lost money but at least trying to get the membership fee back since I can't use it and don't want to at this point. As a RN I was curious to see how well this really worked. I'd give a 0 if I could. The canned app support response saying to contact customer support is laughable. What support...doesn't exist
2. I will amend the support comment, it takes a day or two but I was finally able to get the app on my phone. Found out you can't cancel the membership or anything basically, so it's free money for them. Who wouldn't want to run a company that doesn't offer refunds. I've dealt with some crappy companies but this takes the cake. If anyone wants a free lumen, I got you! You'll get as much help from me as you would them, zero!

by Ode Arpa

I did everything exactly as they suggested, and gained weight. I logged every exercise session, steps, fasting, sleep, and every morsel I put in my mouth. Did not lose one ounce in six months. The scores were in the flexible range from the beginning. The associated Facebook group is heavily moderated, and there is criticism not support. There are also private coaches in the group drumming up business for themselves. The Lumen support is the usual canned answers you get like Mayo Clinic, nothing special or insightful. You get all different support people if you ask questions. Check their math: add up the macros they give you, multiply the carbs and protein by 4 and the fat by 9 to check the calories -- and the program gives you "unlimited" for most vegetables, so if your plate is mostly vegetables as it should be, the numbers can't possibly add up if you try yo reach the macros. I wasted my time and energy giving them all my details each support session -- forget it. It's the same basic answers that don't work, and if you explain how you just did each thing they suggest, the answer is ultimately "go consult a professional." So don't waste your money on this.