FAQ

Answers to Frequently Asked Questions

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Wording

producer
account owner, photographer, designer or project coordinator
account
a private or professional online account with a personal subdomain that is managed by its owner. An account can contain media files, projects and lightboxes. People/persons are subordinated to accounts.
project
an album, normally made up of the images of a shoot or theme
project overview
looking at all projects (via the project tab)
project view
looking at a single project with its own thumbnail overview
media file
a photograph, illustration, graphic or screen shot
single file view
looking at a single media file in a project or lightbox
people/person
clients or co-workers who are assigned different projects and permissions. One person can be assigned to several accounts.
contact card
a digital business card of a person involved with a project (via the Client or Co-Worker tab)
lightbox
a collection of images chosen from one or more projects.

FAQ Categories

Before you start

Who can use Lumio?

Creators of any kinds of visual media, especially photographers, their co-workers and clients, who wish to improve their digital workflow and communication.

What can I do on Lumio?

As a producer, you can set up projects for each assignment you are working on, then batch-upload files straight from your computer and watch how Lumio generates an album overview, displaying your media files and metadata. From there, you have an array of functions to manage your files and collaborate with your clients by having them do edits, ratings, downloads, replacements, create lightboxes and talk about specific issues on the spot and right on the server.

What part of the editing process will happen on Lumio?

From the first overview of your work files until the polished version of your finalized files, Lumio guides you through the whole workflow with all its functions. The only thing that we happily leave up to you as the producer is the fun part: taking and post-producing the actual photographs and graphics.

Am I required to have some technical know-how to create my own Lumio account and workspace?

Not at all. Lumio is an online application, no downloads, installs or server fiddling required. We ourselves are hosting all of Lumio's content, so your work and communication will be stored on our secure servers in Germany and can be accessed from anywhere you wish.

Is Lumio free?

Generally not. (There is, however a very limited sub-basic version that is free to use.) We are providing you with a well thought-out work tool which we have worked on many months and are constantly providing improvements, support and server capacity.

To understand what Lumio can do for you as a producer or agency, we give you 30 days of a full free trial. After that, we appreciate your business and we have a pretty affordable basic plan, so please view our pricing options.

How is Lumio going to make the workflow process simpler and quicker for me?

Everything that happens in Lumio stays in Lumio (unless you want to download it): You get to keep together all your communication and information about the project, need not rely on emails, phone calls, FTP uploads, third-party file sharing services or even CD/HDD posting or direct couriers. Now imagine all this online and accessable from anywhere with an internet connection.

How can people work with me?

Whenever you as a producer are ready to share and collaborate, you can invite clients and co-workers who will then receive an email with an invitation link to your private work environment. All they have to do is activate their login. You are always going to be able to manage permissions or limit and delete access of people who are on your Lumio account.

What will my Lumio account look like?

As a producer, your login page will have its personalized subdomain on Lumio, it will be the door to your secure and private work account. Once inside, your projects, contacts and lightboxes will display neatly and easily-to-manage.

How much space do I get as an account owner?

Depends on your subscription model, learn more in our pricing overview.

People you invite to your account will use the space you provide in it.

Will others see my original work?

Not unless you specifically invite them to do so. We understand everything about privacy, sensitive data and copyrights. That is why even your particular projects will never have to be shared with uninvolved people. We also offer privacy options and pre-limited functions for your invitees.

Who created Lumio?

The initiator of Lumio (est. 2010) is photographer and studied communication designer Mareen Fischinger. She had been struggling for years with the issues that Lumio is being able to bypass today and in 2009, backwards-invented a system to solve her problems in client communication – in order to concentrate on the work she really wants to do: Create photographs and not worry about the rest so much.

Over the months, Lumio has been tested and corrected with the help of several beta testers: photographers, designers and information architects. What we learned from their experience with Lumio has been implemented in the current version.

I do not create images, but I know people who should use this application.

Yes, please recommend them Lumio by sending a personal or automated message to your acquaintance right from the splash page (right bottom).

Can I install Lumio on my own server?

We do not offer installable versions of our software. Lumio is only available as a hosted product. We maintain the servers, the security, all the updates and improvements so you do not have to worry about anything.

Working with Lumio

Can I use Lumio from anywhere?

All you need is your user name and password and you can work from anywhere in the world where you have an internet connection. Everything will be kept in one place for you to access your projects whenever you wish.

At what exact point does Lumio come into my workflow as a producer?

As soon as you are done shooting or making your first drafts, you can upload those media files directly to a new project. From there, you may invite anybody you would like to work with you, to comment, rate, pick, download, replace and finalize media files until the project is completely over with and the client has received your final data. Even your licenses and invoice PDF can be delivered to the client via Lumio.

Theoretically, you could also work alone and with no clients invited and use Lumio as your sole project management tool.

Project and media file handling

How do I create a project and what is it for?

In the project overview, you will find a button called add project (as long as you are the account owner or a co-worker with the permission to do so), it will let you choose a name for your new collection of media files. You will be able to pick and change the name, URL and description of your project whenever you like. We recommend to use one project per shoot or theme. People can be added and assigned rights to work with the account owner per project.

How do I add images to a project?

You can add images individually or as a batch-upload by clicking the add images button and selecting one or many files with the command or shift keys being held down from the upload dialog.

Lumio's engine will automatically resize your files and create the appropriate preview sizes for your project. We will also store the original files unless you disable that option in the account preferences to save space.

I am having trouble uploading, what can it be?

Lumio's upload supports a vast variety of file types (even raw file formats). Unfortunately, there are some uncommon ones which we might not have considered. Please let us know via the support panel if you think a certain file type should be supported.

The upload progress may look slow if you have selected big and especially a great many files; they need to be brought through to our server, analyzed by the system and rewritten in smaller size one by one.

Please contact our support if your upload stalls or cancels for unknown reasons.

How do I replace, download, delete or rename a single media file?

Click on the thumbnail of an image from its project view to see it fill your screen. Above, several functions will appear as buttons, you can also edit the file name and description in place.

Can you explain how and where I rate an image?

In the project view or in the single file view, you or anyone of your clients and co-workers who is assigned the appropriate rights to do so, may rate an image between red, yellow and green at any time or reset a rating to unrated. Ratings will be overwritten with every selection, they are just an information to the next viewer about a current status of a media file. You can review the protocol of rating changes at the bottom of each single file view.

One of our viewing options in the project overview lets you sort your images by rating.

How can I delete several images at once?

You can delete a whole project from the project view or batch delete one or several media files at the same time with the appropriate buttons on the page. Individual files can be click-deleted from the single file view. Deletes cannot be undone! With your deletion, the comments, rating etc. will be gone as well.

What are the project phases for and how do they work?

For a better project management overview, Lumio offers you five different phases for each project.

A project starts at preparation, so you know that you haven't shown it to anyone yet. The next phase is called proposal, you should set your project to that stage when you are presenting it to your client and waiting for his or her feedback. You can find the progress bar on the bottom of your project view page. Once your client has seen and judged your work, he can set the phase to reviewed, so you can go back and see what his or her wishes or ideas are. You are now possibly going back and forth between those two phases until your client changes the status to received which lets you close the project with finished.

All of your status updates can be sent out by email to keep you and your client up to date (see account notifications to change this).

If you prefer not to use the project status changer at all, Lumio will still work in all its other functions.

I would like to print a page of all files in a project or lightbox. How?

You may click on the appropriate button on the bottom of the project or lightbox view. A PDF will be generated and a link to that is being sent to your email inbox, for you to save, print out or forward.

I would like to download all files in a project or lightbox. How?

You may click on the appropriate button on the bottom of the project or lightbox view. A Zip file will be generated and a link to that is being sent to your email inbox, for you to open and save or forward. Full-size original files are only available if they have been saved during the initial upload and if a person is allowed to download them.

Invitations and assigned rights to other users

What is the difference between a client and a co-worker?

Clients will have to be assigned to certain projects, while co-workers can automatically access them all. Co-workers (and clients of course) can still be limited in their permissions by the project owner.

You should choose wisely whom you make a co-worker because their rights are universal to the whole account of yours and they can see all files in every project and lightbox of your account.

What are the rights that can be assigned to a client within a certain project or a co-worker of my account?

You can allow one, several or all of the following options by checking them in the client/co-worker contact cards:

  • Comments: comment on project, manage comments (delete, edit), comment on images, manage image comments, rate images
  • Images: upload images, change images, delete images, overwrite images, download original
  • Project: change project status, change project settings (name, URL, description), delete project
  • Manage permissions / invite users (and delete accounts of clients/co-workers)

As an account owner, how can I invite others to work with me?

You can either go to the Clients and Co-Workers tabs in the header or go right from the project overview and click the button Add Client or Add Co-Worker. Then, you can add their information and a personal message to send to the email address of your client or co-worker. The new contact must then click on their invitation link to gain access to your account and create him- or herself a password. The most important thing is that his or her email address is correct. If you made an error here, you should resend the invitation. First name and last name can be changed later by the invitee, while the account owner or co-worker can change permissions and projects.

Can I kick people out of projects or my whole Lumio account?

To terminate your cooperation, you can either un-assign projects and remove rights from your contact's card or find the little red x in the overview.

I do not see a Clients or Co-Workers tab at the header.

Only account owners or others with account administration rights can manage people.

As a client or co-worker, can I invite others to work with us on the project?

Only if you have been assigned the right to manage users. You can ask the account owner about assigning you the rights or adding people to your circle for you.

Why can those who have been invited not see my projects?

You might have missed assigning projects to them as you signed them up. But that's no problem, you can always change it later: In the appropriate tabs of the header menu, go to the contact card of the person to make sure that you have checked the projects and lightboxes he or she is supposed to see.

How can I know who is currently involved with a project?

On the bottom of each project, you will find a line of text, displaying all names. As the owner of your Lumio page (or somebody with the appropriate rights), you may add more people, or click on those existing to reassign rights or cancel project views for them.

The email invitation didn't go through.

It has either been caught in your invitees spam folder or there was a problem with our system. If you think it was our fault, please contact our support staff via the support form and tell them the name and time of your invite.

A person has accidentally been invited with two different email addresses. Can we merge the accounts?

We suggest the account owner checks off the projects which are supposed to be available to the doubled person in one account right away and deletes this "wrong" account before the invitee starts commenting etc.

I would like to take part in several accounts with the same email address. Is this possible?

Yes, you can login from http://lum.io to have an overview of all your assigned projects and lightboxes, no matter in whose account they are saved.

Communication and Cooperation

How does commenting work?

You can comment and receive comments on a whole project or for single media files. Depending on your current view, overview or single file, you can add info to whichever you prefer.

Commenting a project is good for a general conversation, while comments directly at a media file can be more specific.

A record of all comments and activities can be found and edited on the bottom of those pages.

Will the comments of a person who has left the project still be there after he or she is out?

Yes, we are keeping these in the views as a record of activity, unless you choose to delete them.

What is the traffic light function?

Anyone who is assigned the proper rights to rate your media files will be able to rate each one in the project overview or single file view. Resetting a rating is only possible: You will see the option upon hovering the traffic light. Rating helps identify the best shots out of a bunch. You can also sort by rating! Our suggestion: Red = nope, yellow = maybe, green = go!

Why can others not comment, rate, replace or download my work even though they are assigned the projects and can see the media files?

In their contact card, you have several classes of rights to choose from for each person invited to your account. You can set the rights to whatever you feel appropriate for a certain contact and project. This feature has been implemented to protect your work and let only authorized people comment and edit, while others may only be allowed to watch.

Please note that a client can be assigned individual rights for different projects in one account, while a co-workers rights are assigned universally to a whole account.

Can people download or replace my original files? Can they even upload new files to a project?

Only if you, as an account owner, allow them to do so. Again, we recommend you check the contact cards for rights assignments and limitations.

Some or too many email notifications are not coming through to me or my clients/co-workers, why?

Go to the Account tab. You will find a whole array of notification settings regarding all kinds of actions.

Lightboxes

What are lightboxes and how do they work?

Lightboxes are not directly associated to one project at a time. There can be multiple lightboxes per user as well as multiple lightboxes per project. Files from any project can be placed in any lightbox.

As an account owner, you can view all lightboxes of the people accessing your Lumio account.

What else is a lightbox good for?

A lightbox should be an essence of the files that are the best or most interesting from your project(s) for whatever reason. This is why people can generate PDFs with previews of the files and download or email-forward them to someone else. Another feature includes downloading or emailing a link to a zip file with all original sizes of the files from the lightbox.

How do I add images to a lightbox?

You can batch-add media files to a new or existing lightbox from the top of the project view or add media files from the single file view as you browse. There is a little blue plus to the right of every single file view where you can create a new lightbox as you are browsing through media files.

How do I remove images from a lightbox?

In the single file view, you can uncheck an image from a lightbox. Please note that they are only being removed from the lightbox while the files will remain in the project they belong to.

Images in my lightboxes have the same file number in the corner of the image, why?

Because the numbers are individual and will stay the same throughout Lumio. So, when you combine images from different projects into your lightbox, some might look like they are doubled.

Appearance

Can I change the order of how my files are being displayed within a project?

Click on the button viewing options and choose the number of thumbnails per page as well as the order in which they are being displayed.

What are the numbers on every thumbnail and why do they stay associated with each file within the project forever?

We invented this feature because we know how people sometimes just talk about image numbers when they communicate. This way, no matter what your screen resolution and viewing options, each file is keeping its individual ID for you to refer to without having to complicately describe which image you are talking about.

As an account owner, can I change my subdomain name later?

Yes, in the Account tab.

How does Lumio handle color modes and profiles?

sRGB and Adobe RGB, the most common RGB profiles, display as they would in your editing software. CMYK files have a slightly different, brighter appearance as you know it from their usual output on your screens. Once you download your the original file and open it in your editing software, everything will look as you know it, we do not change the original files.

Please understand that the seperate XMP files which are automatically being created when editing a CR2 file are not being taken into consideration when you upload those image files to Lumio: they get lost (but not on your computer of course).

Where can I change the time zone used for time stamps in Lumio?

Click the link settings for [your name] on the top right and choose your time zone.

Account types and payment

Can I switch to higher account types without losing my files or contacts?

You sure can. You will automatically have your limits expanded according to your new subscription. View the pricing models.

What happens to my files if I decide to downgrade to a lower subscription?

It is advisable to archive your files on your own drive with the backup function before you downgrade. You can do so in the Account tab.

Please make sure that you are using little enough storage space to be eligible for a downgrade (we will not delete random files for you).

What happens if I decide to leave Lumio?

All of your account, files and associated information will be deleted permanently. Please do not forget to save a full backup of your files onto a drive of your own. All of this is possible in the Account tab.

I would like to save storage space. How?

You can check Don't keep originals of uploaded files to save storage space. in the Account tab. This will allow you to upload a whole lot more images to your account.

Are there signup fees, termination fees or any hidden fees?

Absolutely not.

How does your refund policy work?

Lumio is a month-to-month (or year-to-year), pay-as-you-go service, so we don't provide refunds. You are billed every 30 days for the service. You may cancel the service at any time and you will not be charged again. Read our terms of Use for more information about upgrades and downgrades (on the bottom of each page).

Which payment methods do you accept?

We accept credit cards (Visa, Mastercard, and American Express), money wiring via SofortÜberweisung and PayPal. You can pay monthly, or for a year in advance, which will give you two free months each year.

Once you've signed up you can set up and change the payment interval and method on your Account page. Invoices are can be emailed to you as the account owner every time you are charged (alas, with a time delay). Make sure to have your contact data completed on the top right in Settings for [your name] on the top right.

If I upgrade will I be billed twice this month/year? If I downgrade will I be prorated?

When you upgrade you are instantly upgraded to the higher plan and your 30 days (1 year) start over with a new month. When you downgrade you are instantly downgraded and receive credit with Lumio for the amount left of the current payment period.

Why can I not downgrade? One or more of the lower tariffs are grayed out.

We do this when you have too many files, projects or clients/co-workers in your account to downgrade. We do not want to decide which of these you keep and therefore ask you to take care of this yourself.

Your personal data

Where can I tell you my address and VAT ID for invoicing etc.?

Go to Settings for [your name] on the top right corner and enter any data you would like us to have on record for you. We promise to never sell your address or give it to any uninvolved third parties. We hate spam just like you do.

If you have a business in the EU but outside Germany, you can enter your VAT ID there. In this case, you need to pay only net prices.

How do I change my password or my subdomain?

You may change these two at any time in the Settings for [your name] on the top right of every page. Please be aware that URLs from emails will not be valid anymore once you choose a new subdomain.

Copyright

Does Lumio claim any rights to my media files or communication?

Not at all. We consider ourselves a platform and tool for your use. We do not interfere or in any way make any claims on the rights of the creator of the media files handled with Lumio. Your data is private and stored on our secure servers, only those you allow access will have access. More information about this can be found in our Terms of Use.

I have a concern regarding an improper use of Lumio. How can I report an incident?

Have you noticed abuse, misuse, or experienced an incident with your account? Is anybody using their account for prossibly illegal purposes? Please email to support@lum.io to submit a report.

We do not allow child pornography! Please make sure to read the Terms of Use for more information.

New features, beta testing

I would like to help improve the platform Lumio, how can I be part of this?

If you would like to become a beta tester for our new versions, you can send an email to beta@lum.io.

Support and updates

Do I have to fear downtimes?

We are going to let you know when a major update is taking place and will try to disturb your workflow as little as possible by timing them smartly.

Do you provide phone support?

We provide unlimited support via email and the support panel for our paying customers, but we do not provide support over the phone. We do our best to respond to every email within just a few hours of receiving it.

My question has not been answered, can you please help me?

Yes, we will give our best: Please email to support@lum.io.

Lumio allows me to simplify the editing and approval process. No longer do I rely on FTP servers, sending CD/HDDs. These are the reasons why I created Lumio.

Mareen Fischinger Photographer and Creator of Lumio

Never had a project move so quickly. My clients were able to communicate easily and revise.

Jon Harris Family Photographer

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