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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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Identifying what is causing data usage
There are no scenarios where data usage can happen without your phone using it. Some apps like System Settings have the ability to force you to use data, even if you're on Wi-Fi. We recommend tracking these apps on your phone so you can determine what may be causing data usage. Recommendations: iPhone users: Use cellular…
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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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Porting your Number to Another Carrier
If you move your phone number to another provider, you are required to respond to a text message to authorize it. If you have not received a message, make sure to follow these steps: Log into myLüm. Click on Settings. Scroll down and click Enable ByPass SMS.
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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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Stuck on entering address for porting your number
We've identified a bug when trying to port your number on the step where you fill out your address. If you're not able to hit the Next button but you have confirmed that your address is filled out correct: Delete the province field. Start typing out Saskatchewan but before ending, click on the auto complete underneath the…
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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…