Support
We’re here while you’re live.
A stream-down message while you’re on a trip goes to a person, not a queue. Everything else — kit, data plans, billing — is answered by email within a business day.
Founding crews: your direct line to the founder is in your onboarding email.
What we promise, by plan
| When | Cloud Pro | Cloud |
|---|---|---|
| Stream down while you’re on a trip | Priority line, 24/7 · we aim to answer within 1 hour | Line and email, UK business hours |
| Kit, data plan or billing questions | Email · within 1 business day | Email · within 1 business day |
| Founding crews | Direct line to the founder (in your onboarding email) | Direct line to the founder (in your onboarding email) |
Response targets are promises to answer; a mobile network or a platform can still fail — the studio’s auto-switch is what keeps you on air meanwhile.
Stream dropped? Do this first.
- 1Be right back is already on airWhen the signal drops, the studio switches to your BRB scene by itself and comes back to Live once the link is stable. Your viewers never see a black screen.
- 2Check the encoderIs it running, and pointed at the address under Instance → Point your encoder at Harbor? A restarted encoder sometimes forgets its destination.
- 3Tap Fix ingestOn Live Control. It restarts the studio’s input without touching the stream to your platforms.
- 4Studio offline pillMeans Lumbus hasn’t heard from the machine for 30 seconds. If you’re live, you’re still live. If it lasts minutes, message us.
- 5Restart studio engineInstance → Restart studio engine when commands time out repeatedly. Last resort while live: it drops the outputs for a few seconds.
Common questions
- “Setting up your studio in …”
- The machine isn’t ready yet. We prepare studios by hand in early access and email you when yours is live; add destinations and scenes meanwhile.
- Go live says “turn on at least one destination first”
- Destinations → toggle one on. Tests only run while you’re not live, so test before you go live.
- Upload failed on a recording
- The studio couldn’t reach storage after retries. The file is safe on the machine — message us and we recover it.
- Disk 90% full
- Sessions → delete old recordings. The stream is never affected by storage.
- Viewers can watch but not switch
- That person is a Viewer. The owner can make them an Operator under Team.
- I want to move my studio to another region
- Instance → region, between trips. A studio far from where you stream adds delay, so move it before you fly.
Also see the terms, the privacy notice and pricing.