Support
Most answers are below. If you’re stuck, write to us and a real person will reply, usually within one business day.
Getting started
Get the installer for Windows or Mac. It’s about 510 MB.
Paste the activation key from your email. Lumen goes online once to activate it for that computer.
Choose a body region, or go straight to an injury from the library.
Install
Your download links are in your account, and in the email with your key.
Windows
Mac
First time?
Paste the key from your email when Lumen opens. It needs the internet once to activate, then works offline. Your licence covers one computer.
Where’s my key?
If we find a licence for that address, we’ll email the key again.
| Windows | Mac | |
|---|---|---|
| Operating system | Windows 10 or 11, 64-bit | macOS 12 Monterey or later |
| Processor | 64-bit Intel or AMD | Apple Silicon (M1 or later) recommended, or Intel |
| Memory | 8 GB minimum, 16 GB recommended | 8 GB minimum, 16 GB recommended |
| Graphics | DirectX 12 graphics with current drivers. Dedicated graphics recommended; integrated graphics supported | Built-in Apple graphics |
| Storage | About 1.5 GB free | About 1.5 GB free |
| Display | 1366 × 768 or larger; 1920 × 1080 recommended | Any built-in Retina display |
| Input | Mouse, touchpad or touchscreen | Mouse or trackpad |
| Internet | To activate, download updates and check your subscription about once a month | Same |
Lumen draws with WebGPU and falls back automatically on older graphics.
Where’s my key?
After you pay, your key arrives from [email protected] within a few minutes. Check spam or promotions if it isn’t in your inbox.
It’s an activation key. Paste it once, on the computer you use with patients, and Lumen goes online to turn it into a key for that computer. After that it renews by itself while your subscription is active, and works offline in between. A copied licence file won’t work on another computer.
Yes. Lumen runs on Windows and on Mac (Apple Silicon and Intel). A licence covers one computer, Windows or Mac.
Only now and then. You need a connection to activate Lumen the first time and to download updates. After that it runs fully offline, and it checks your subscription in the background about once a month. If it can’t connect, it keeps working for several weeks before it asks.
No. Lumen never asks for, stores or sends anything about your patients. The only thing it sends is your licence key, to check your subscription is active.
Lumen is built on the Z-Anatomy atlas (derived from BodyParts3D), and every structure has been checked by a team of medical professionals.
Yes. Cancel in your account in two clicks. Lumen keeps working until the end of the period you’ve paid for.
Email us within 30 days of your first payment and we’ll refund it in full. No questions asked.
Yes. The Clinic plan starts at 3 computers, with one bill and one tax invoice. Each computer gets its own key, named for the person or the room, and you can reassign it when staff change.
Founding members pay A$15 a month or A$150 a year instead of A$19 or A$190. You keep that price for as long as your subscription stays active. If you cancel and come back later, the standard price applies, without the A$5 first month.
Not a free one. Your first month is A$5 and the 30-day money-back guarantee covers you, so you can try it on real patients with almost no risk. You can also watch the full app on video before you buy.
One. A Lumen licence is for one computer: the one you use with patients. If you get a new laptop, remove the old computer in Lumen under Settings › Account, or on your account page, then paste your key on the new one. You can change computers up to twice in 30 days, and a computer you haven’t used for 60 days frees its place by itself. Need Lumen on another computer? Email [email protected].
Yes, A$9 a month or A$79 a year. Verify with your university email and the student checkout opens.
All prices are in Australian dollars and include GST. Every payment comes with a tax invoice from our payment partner, Paddle. Many clinicians can claim Lumen as a work expense; check with your accountant.
Yes. New injuries, regions and features arrive as free updates while you’re subscribed. Lumen downloads only the parts that changed.
Not yet. Lumen is a desktop app for Windows and Mac. Touchscreen Windows laptops and tablets work well.
Lumen covers the whole body, and the injury library grows with each update. Injuries still in progress are marked “Coming soon” in the app.
Press “Check again” while connected to the internet. If your payment is up to date, the new key arrives in seconds. If not, renew from your account.
This key is already active on another computer. Remove that computer in Lumen (Settings › Account) or from Your computers, then activate this one. A computer unused for 60 days frees its place by itself. Need Lumen on more computers? Email [email protected].
Yes. First remove the old computer: in Lumen, go to Settings › Account › Remove this computer, or use Your computers. Then install Lumen on the new computer and paste your activation key. You can make up to 2 changes every 30 days.
We’ll reply to your email within one business day.
A$5 first month · 30-day money back · Cancel anytime · Windows & Mac