Regular Hours: Monday to Friday 8:00 am - 5:00 pm (CST)
Limited Support After Hours: Monday to Friday 5:00 pm - 10:00 pm & Weekends 8:00 am - 10:00 pm (CST)
| Phone |
1-856-369-4641 More info below: Option 1 - When Logged into Your Account |
|
support@lumeca.zendesk.com More info below: Option 1 - When Logged into Your Account Option 2 - Not Logged into an Account Option 3 - Zendesk Help Centre |
|
| Chat with a live agent |
(on lower-right of your screen) More info below: Option 1 - When Logged into Your Account Option 2 - Not Logged into an Account Option 3 - Zendesk Help Centre |
| Self-Guided Articles & User Guides |
More info below: Option 1 - When Logged into Your Account Option 2 - Not Logged into an Account Option 3 - Zendesk Help Centre |
Option 1 - When Logged into Account
Step 1 - From the left dashboard, select 'Support' (found near the bottom of the navigation bar or under the 'Home' tab)
Step 2 - Select one of the available options:
- Chat with support
- Call 1-856-369-4641
- Email support at support@lumeca.zendesk.com
- Choose one of the featured 'How-to' articles
- Click 'More Help Topics' to be directed to our Zendesk Help Centre (which also includes access to support email, chat, articles & user guides)
Option 2 - Not Logged into Account
Step 1 - Click 'Help' on the 'Log In' screen (at https://lumecaapp.com/app/?screen=login).
Step 2 - You will be directed to our Zendesk Help Centre. Skip to 'Option 3'.
Option 3 - Zendesk Help Centre
At our help centre, you may receive support through:
- Chat - see steps below
- Email - see steps below
-
Self-Guided Articles, User Guides or Videos. Use the 'Search' feature to quickly see articles dealing with specific issues or questions.
Categories under 'Patient User Support' include:
- Getting Started
- Instructional Guides & Videos
- Virtual (Video and Phone) Meetings
- Virtual 'Appointments' (Consultations)
- Managing My Account
- FAQs
Other Categories include:
General & Technical Info
-
- General
- Guests Invited to Attend Virtual Appointments
- Audio & Video Tips
- Connection Tips
'CHAT' with one of our live agents
Step 1 - Click the 'Chat' button on the bottom-right corner of the screen.
Step 2 - Enter your name and click 'Next'.
Step 3 - Enter your email address and click 'Next'.
Step 4 - Select the type of device you are using (from the drop-down), then click 'Next'.
Step 5 - If not using the Lumeca Health app, select the browser you are using (from the drop-down), then click 'Next'.
Step 6 - Enter a detailed description of the issue you are having, then click 'Next'.
Step 7 - Select the platform you are experiencing issues with (from the drop-down), then click 'Send'.
Step 8 - Wait for one of our live agents to connect with you through Chat.
If you wish to exit the 'Chat' click the down arrow
'EMAIL'one of our live agents
Step 1 - Click 'Submit a request' on the top-right corner of the screen.
Step 2 - Enter your email address, subject, and a description of your issue or question. Note: it is helpful if you include which device you are using, whether you are using the Lumeca Health app or the browser you are using.
Step 3 - Attach any pertinent screenshots.
Step 4 - Click 'Submit'.
Step 5 - Wait for one of our live agents to connect with you through email.