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Call quality issues on VoLTE
If you notice your calls' audio is dropping out or the person you're talking to mentions it: Check if VoLTE is turned on. Disable it and make another call. If the quality is better, we recommend finishing the call in 3G and then turning VoLTE back on afterwards. If you're roaming in the U.S., you'll need VoLTE to make…
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Can't log into your account
Try resetting your password. If you get the error message: "Oops! Check the email address again, we don’t seem to have that one." It means your account was created over 14 days ago and you didn't purchase a membership. You'll need to re-sign up but you can use the same credentials you had in the past. If you aren't…
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Missing Lüm Mobile emails
Missing an email from us? Here's a few things to check: Junk Folder of your email Inbox. Email forwarding rules (ex: Hotmail emails forwarded to your Gmail account). Spelling of your email address (pobody's nerfect). Check your Notifications in myLüm.
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Raising a trouble ticket
We know that some issues need more support. If the Member Forum isn't able to solve your problem, you can submit a trouble ticket to our Support team. Log into myLüm. Click on Help in the left hand menu. Click Raise Trouble Ticket. Select Trouble Ticket Type: Issue Select the category and sub category of your ticket. Enter…
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Troubleshooting data
First time setup? Check your Lüm network settings. Disconnect from Wi-Fi. Check your remaining data in myLüm. Check how many bars you have. If your signal strength is low, your data may not work Toggle Airplane mode on your phone. Restart your phone. Check the Member Forum to see if an outage is posted. Let the community…
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Troubleshooting phone calls
Make sure you have data or the Talk & Text add-on. Check how many bars you have. If you don't have service, you can't make phone calls. Text someone or use your data to make sure you have service. Call another number to make sure the issue is happening on your end. Toggle Airplane mode. Restart your phone. Let the…
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Troubleshooting port-in error messages
Here are a few possible error messages you may see when you're transferring your number to us. Rejection reason: IMEI incorrect. We DON'T recommend using IMEI. There's a good chance the IMEI that your previous carrier has on file isn't correct. If you get this error, try using your account number instead. If you still want…
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Troubleshooting roaming
For U.S or Mexico roaming, make sure you have travel data purchased! Make sure you have the right travel data in myLüm. Check how many bars you have. If you don't have service, you can't make phone calls. Get someone you're with to text you. If you receive it but can't send texts, you probably don't have data. Call another…
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Troubleshooting text messages
Did you just get a new phone? Check your network settings. Try making a phone call to make sure you have service. If you switched from an iPhone to an Android, check out how to Deregister iMessage online. Text another number. You may have the contact info wrong in your Address Book. Can't send/receive texts? Make sure you…