Free Software Support

Email support:  Within 3 business days

License reset policy: No license resets or transfers to another computer

Playground & Playmaker subscriptions

Email support: Within 1 business days

Software reset/transfer: You can transfer your subscription as often as you like by following these steps.

If you're unable to transfer your subscription because of a computer failure, or because your software was not maintained according to our Best Practices, you may request 1 remote deactivation per month per account, up to a total of 3 manual deactivations per account. If you use up all the remote deactivations, you'll need to pay a fee of $35 for each subsequent remote deactivation.

Optional paid support for:

• Remote calibration
• Advanced calibration support (multiple sensors)
• On-site support
• Training

*SUPPORT FOR PRO, BASIC, & PLUS LICENSES (SOLD PRIOR TO SEPTEMBER 2019) ENDED SEPT 01 2021.

Reseller Support

Reseller support is outlined in the LUMO Interactive Reseller Agreement. If you're interested in becoming a reseller, please apply here.

Custom Software Development Support

Unless otherwise noted on your agreement, LUMOplay Custom Orders are supported for a period of 1 year. This support covers bug fixes and driver updates.

Email & Phone: Within 24 hours on business days

Change Requests Policy

You will be permitted up to three change requests within five business days of the delivery of your game. Change requests are adjustments to speed, volume, and/or basic particle behavior, and do not include new code development or significant changes to the game style or interactions.

Lead Time and Licenses

The lead time is indicated in your custom order estimate. Development will start once graphics and payment are received. 

If you require your games to be completed in less than the estimated time, an additional 25% surcharge rush fee will be added to the cost of your game. 

You will need a LUMOplay subscription to use your custom game. Information about subscriptions is available here: https://www.lumoplay.com/interactive-display-software

Unless otherwise indicated, prices are in USD. 

Hardware Support

LUMOplay does not sell or support hardware. Your equipment provider or installer are responsible for ensuring that the hardware used in your installation meets the current recommended hardware requirements.

We highly recommend planning for an annual budget to keep your hardware maintained and updated to ensure that LUMOplay continues running properly. We typically recommend that cameras and computer systems be updated every 4-5 years. Projectors and display replacement times vary by the amount of usage and the display type.

If you run LUMOplay continuously in a permanent (or semi-permanent) installation, we recommend rebooting the system as frequently as is reasonable (at least once per day, if possible).  If your location closes overnight, shutting the computer and projector off overnight is a good idea to prevent overheating or other issues from affecting your equipment.

If you have an error or bug related to hardware that meets our current recommended hardware requirements, we will accept bug reports and may schedule remote desktop support related to hardware issues at our discretion.

If your error is related to unsupported hardware (bootcamped Macs, expired or unsupported cameras, hardware with specs below the recommended requirements, or adventurous setups using Siphon, OSC, alternative displays, or features that are still in alpha), we will cheer you on, but unfortunately we can't provide support for these types of installations.