Solve a problem
Something isn’t working
Find the next useful check, without creating duplicate plans, expenses or payments.
Start with the symptom
| Problem | First check | Next step |
|---|---|---|
| A plan preview does not load | Check your connection and whether the result is still loading. | Try again later. A provider-side restriction may require service support, not more retries. |
| A video produces no places | Check that the source is accessible and actually names venues. | Read the video extraction guide, or add known places yourself. |
| A receipt scan is incomplete | Check image quality and whether the whole receipt is visible. | Correct fields or enter the expense manually. |
| A friend is missing from a split | Check that the invitation was accepted for this trip. | Ask them to join with the correct account. |
| A balance looks wrong | Check payer, participants, currency and duplicates. | Reconcile the underlying records before marking anything settled. |
| A payment is pending | Check transaction history and the transaction reference. | Do not submit a duplicate payment. Use the payment troubleshooting guide. |
Before you try again
Read any specific error message first. Refreshing the page or reopening the app can resolve a stale view, but it does not cancel a transaction or delete a saved expense. Check whether the original action succeeded before repeating it.
If a service is unavailable, repeated requests can run into rate limits without solving the underlying issue. Use an alternative where available: browse existing plans, add a place yourself or record an expense manually.
Send a useful support report
Email hello@lumilabs.space. Include:
- The feature you were using and the steps that led to the issue.
- What you expected and what happened instead.
- Your app version, device and approximate time of the issue.
- A relevant trip or transaction reference, if available.
- A screenshot with personal information hidden.