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SUPPORT

Support

support@luminosfilm.com is the way in.

It is a mailbox with a person behind it, not a queue that closes your ticket for inactivity. Someone reads it and answers, usually within one working day. We are a small company in Turin: write on a Saturday night and the reply is Monday.

We have no phone line and no support contract to sell you. If that ever changes, it will say so on this page rather than in a sales call.

What to put in the email

Three lines save a round trip:

  • which version of Lucerna you are running;
  • which version of macOS the Mac is on (Apple menu, About This Mac);
  • what you were doing when it went wrong, and what you expected to happen instead.

A screenshot or the exported file helps, when there is one to send. Nothing is compulsory: we can work from a description.

Faster than an email

Most questions already have an answer on the site:

  • The FAQ — price, the trial, what happens on day 8, .fdx, requirements, co-writing, Windows, and the honest no’s.
  • The Licence (EULA) — what one payment covers, what it does not, and what stays yours.
  • The Privacy Policy — what this site collects (close to nothing) and what never leaves your Mac.

Purchases, invoices, companies

Lucerna is sold through the Mac App Store, so Apple takes the payment, issues the receipt and handles refund requests under its own process. For an invoice made out to a company or a VAT number, write to support@luminosfilm.com and a person will sort it out with you.

Who you are writing to

Luminos Film S.r.l. · Via Pietro Piffetti 48, 10143 Turin, Italy · VAT IT12361020014

Support: support@luminosfilm.com · Legal and licence: legal@luminosfilm.com · Data protection: privacy@luminosfilm.com