We’re here while you’re live.
If your stream goes down, message us: a person answers, not a queue. Everything else (billing, your plan, your account) is answered by email within a business day.
Your direct line to the founder is in your onboarding email.
Stream dropped? Do this first.
1
Your viewers see Be right back, not a black screen
When your signal drops, your studio puts up your Be right back screen by itself, and switches back to Live when your signal returns. You don’t have to press anything.
2
Check what sends your stream
Is the Lumbus Live app still sending from your phone? If you send from a camera or a laptop, is it still sending to your studio’s address, shown under Your studio? A camera or a laptop that has restarted sometimes forgets that address.
3
Fix the feed
On Live, tap Fix the feed. The stream to your platforms keeps going while it restarts.
4
“Studio offline” doesn’t mean you’re off air
It means Lumbus has lost touch with your studio for a moment. If you’re live, you’re still live. If it lasts minutes, message us.
5
Still stuck? Restart the studio engine
Under Your studio › Maintenance. While you’re live it’s a last resort: the stream to your platforms pauses for a few seconds while it restarts.
6
Read what your studio page says
If something is wrong, your studio page says so in plain words. Most of it clears by itself. Two things need you: a platform rejecting your stream key, and your studio’s storage running full.
Technical detailsWhat each step does inside the studio, with the exact screens
- Step 1
- When the signal drops, the studio switches to your Be right back scene by itself and comes back to Live once the link is stable.
- Step 2
- Check your source: is the camera screen in the Lumbus Live app still sending, or is your camera or laptop still sending to your studio’s address, the one shown under Your studio? A restarted camera or laptop sometimes forgets its destination.
- Step 3
- Fix the feed is on Live. It restarts the studio’s input without touching the stream to your platforms.
- Step 4
- The Studio offline pill means Lumbus hasn’t heard from your studio for 30 seconds.
- Step 5
- Your studio › Maintenance › Restart studio engine, when commands time out repeatedly. Last resort while live: it drops the outputs for a few seconds.
- Step 6
- The Degraded line on your studio page says what your studio cannot promise right now: not reaching Lumbus, storage nearly full, a platform reconnecting. Most of it clears on its own; a rejected key and full storage are the two that need you.
What we promise, by plan
Who answers, and how fast.
Studio and Studio Plus
- Stream down while you’re on a trip
- Billing or your account
- Email · within 1 business day
Studio Pro and Studio Max
- Stream down while you’re on a trip
- Priority line, 24/7 · we aim to answer within 1 hour
- Billing or your account
- Email · within 1 business day
These are promises to answer you. A mobile network or a platform can still fail; meanwhile, your studio switching to Be right back by itself is what keeps you on air.
Common questions
- “Setting up your studio in …”
Your studio isn’t ready yet. Meanwhile you can already add the platforms you stream to and the scenes your viewers see.
The full answerHide the full answer
Your studio is not ready yet; add platforms and scenes meanwhile.
- Go live says “turn on at least one platform first”
Your studio needs somewhere to send your stream. Open Platforms and switch one on. Test it before you go live: tests only run while you’re off air.
The full answerHide the full answer
Platforms → switch one on. Tests only run while you’re not live, so test before you go live.
- Upload failed on a recording
Your recording is safe: it is still in your studio. Message us and we recover it for you.
The full answerHide the full answer
The studio couldn’t reach storage after retries. The file is safe in your studio; message us and we recover it.
- Storage nearly full
Delete old recordings under Past streams, or add storage under Plan & add-ons. Your stream is never affected.
The full answerHide the full answer
Past streams → delete old recordings, or Plan & add-ons → more storage. 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 area
You can, from Your studio, whenever nothing is streaming. A studio far from where you stream adds delay, so move it before you travel.
The full answerHide the full answer
Your studio → area, between streams. A studio far from where you stream adds delay, so move it before you travel.
Where next