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Refund exception request
As stated and agreed to in the Lüm Mobile terms of service, all purchases are prepaid and non-refundable. We understand that some things in life are not always black and white, so if you believe your scenario is something that requires an exception, please complete this form. Your request will be reviewed and responded to…
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Understanding Referrals
Existing members with active memberships can find a referral code in myLüm that can be given to any new member signing up for service for the first time. This gives the new member a $25 discount off their first purchase and the existing member a $25 discount off their next membership renewal (if new member doesn't cancel…
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IMEI Eligibility
Phones brought from outside North America may have issues with receiving phones calls, texts messages, or using data. If your phone was flagged in the IMEI lookup as having limited network access, here's why: The wireless network is broken down into two different bands. LTE Band: Used for VoLTE calls and data usage. 3G…
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Voicemail user guide
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Why isn't the voicemail button or holding 1 working?
If you purchase voicemail at the same time you activate a new Lüm account, it may take up to one week to be able to hold the number 1 or press the voicemail button on your iPhone to access your mailbox. To set up your mailbox and PIN, dial *99 or 306-520-MAIL (306-520-6245) from your phone - your temporary PIN is your…
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Turning on group messaging for Android phones
Open your messaging app on your phone. In the top right corner, click on the 3 dots. Click on Settings > More Settings >Multimedia Messages>Group conversation Turn on Group conversation You may need to remove the group and re-add it.
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Checking and Understanding Usage History
We understand how important it is for our customers to have accurate and transparent information about their data usage. To check your usage: Log into myLüm. Click on My Usage near the bottom of the Dashboard. Click on the Voice, Data or Text header to see your usage. Click on the filter near the Refresh button to change…
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Number verification on VoLTE calls
Some devices from Apple and Samsung support a calling feature that uses Caller ID (on an incoming call) to verify the call is coming from a verified number. It is meant to help confirm the phone number is legitimate - and not spam / fraudulent. Customers on the latest iOS (iPhone8 and newer) or Android that receive a call…
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VoLTE capable devices
For VoLTE capable phones - this means high-definition voice calls, faster call connection times and improved battery life. The following devices are VoLTE compatible, which means we expect them to work on LTE networks in Canada or United States, unless otherwise noted. We will be keeping this list up to date and changing…
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Linked Accounts
What is a Linked Account? Linking with Lüm lets you add other members onto your myLüm account, so you can manage multiple accounts from one place. Linking works great if you have people in your life (maybe your kids, partner, or parents) that also subscribe to Lüm and you want the ability to access / manage their service.…