Site Accessibility and Troubleshooting

Solutions for when you can’t access luma.com or experience connection issues

If you’re having trouble accessing luma.com, this guide will help you identify and resolve common issues.

Sometimes the issue is with your browser rather than network connectivity.

Try these solutions:

Clear browser cache and cookies
- Chrome: Settings > Privacy and Security > Clear browsing data
- Safari: Develop menu > Empty Caches
- Firefox: Settings > Privacy & Security > Clear Data
Disable browser extensions
- Ad blockers or privacy extensions may interfere with site functionality
- Try accessing luma.com in an incognito/private browsing window
Update your browser
- Ensure you’re using the latest version of your browser
- Luma works best with modern browsers like Chrome, Safari, Firefox, and Edge

Network and Firewall Issues

Corporate networks or personal firewalls may block access to certain domains.

Common scenarios:

Corporate networks: Your company’s IT department may need to whitelist luma.com and lu.ma
VPN connections: Some VPN services may block or slow access to certain domains
Parental controls: Home network filters may incorrectly categorize and block the site

Solutions:

Try disconnecting from VPN to see if that resolves the issue
Contact your IT department if on a corporate network
Check your router’s parental control or security settings

Site Works on Your Phone but Not Your Computer

If luma.com loads on your phone but not on your computer — especially on the same WiFi — or it loads on some networks but not others, the problem is usually DNS resolution on your network or internet provider, not Luma itself. The site is reachable; your device just can’t look up its address.

You might see errors like “This site can’t be reached,” “luma.com unexpectedly closed the connection,” or a DNS error.

This happens when your internet provider’s DNS server fails to resolve luma.com, or blocks it through an over-broad content filter. Phones often avoid the problem because they use encrypted or carrier DNS that doesn’t go through the same server.

Quick checks:

Open luma.com on your phone over cellular data (turn WiFi off). If it loads on cellular but not on your home network, the issue is your network’s DNS.
Try a VPN. If the site loads with a VPN on, that points to network-level filtering.

Switch to a public DNS resolver:

Pointing your device — or your router — at a public DNS server usually fixes this right away:

Cloudflare: 1.1.1.1 and 1.0.0.1
Google: 8.8.8.8 and 8.8.4.4

Cloudflare has step-by-step setup guides for every device at 1.1.1.1. Changing your DNS is safe and easy to undo.

Spain: Access Issues During LaLiga Matches

If you’re in Spain and luma.com fails to load during a LaLiga match, this is almost certainly not a problem with Luma or with your account.

A Spanish court order requires the major ISPs — Movistar, Vodafone, Orange, and others — to block ranges of IP addresses during LaLiga matches. Many sites that share infrastructure with the targeted IPs become unreachable for users in Spain at the same time. Luma is one of many affected services.

Timeline and what we know:

We first saw Luma affected on May 13, 2026. It’s not something we’ve run into before that date.
It doesn’t appear to hit every match. We’re still working out which matches trigger a block that reaches Luma, and we don’t yet have a reliable schedule to share.
We’re actively investigating and exploring ways to keep Luma reachable in Spain during these windows. We don’t have an exact timeline for a fix yet, but we’re treating it as a priority.

We don’t think it’s right that legitimate services get swept up in these blocks alongside the intended targets. If you’re affected and feel strongly about it, it’s worth letting your elected representatives in Spain know — these court orders reach far beyond piracy sites and disrupt a lot of everyday tools that people in Spain rely on.

What usually works during a block:

Try mobile data (4G/5G) instead of home WiFi — mobile carriers sometimes apply the block differently
Use a VPN with an exit outside Spain
Outside match windows, the site loads normally

The block is intermittent and tied to match schedules, so access typically returns on its own once the match window ends.

Mobile App Issues

If you’re having trouble with the Luma mobile apps:

iOS App:

Ensure you have iOS 17.0 or later
Update to the latest version from the App Store
Try deleting and reinstalling the app

Android App:

Ensure you have Android 9.0 (API level 28) or later
Update to the latest version from Google Play
Clear app cache in Settings > Apps > Luma > Storage

Links Opening in Browser Instead of App (iOS)

If Luma links open in Safari instead of the iOS app, here are solutions based on your situation:

Links from social media apps

When you tap a Luma link in LinkedIn, Facebook, or Instagram, it opens in their built-in browser instead of the Luma app. This happens because these apps use browsers that don’t support opening other apps directly.

To fix this, tap the menu button (usually three dots) and select “Open in Safari.” The link should then open in the Luma app.

Re-enabling automatic app opening

If links used to open in the app but now open in Safari, you may have accidentally disabled this feature. This happens when you tap the “luma.com” or “lu.ma” banner at the top of Safari to view the website - iOS interprets this as wanting to stay in the browser.

To re-enable, try either of these methods:

Method 1: Using Safari

Open any Luma link in Safari
Pull down from the top of the page
Tap OPEN on the banner that says “Open in Luma”

Method 2: Long press

Paste a Luma link in Messages or Notes
Long press on the link
Select “Open in Luma” from the menu

After using either method, links should automatically open in the app again.

Just installed the app

If you recently installed the Luma app, iOS needs a few minutes to recognize the app for automatic link opening.

Try these steps:

Restart your device
Wait a few minutes after installation
Ensure you have an internet connection

Testing links

Links won’t work if you paste them directly into Safari’s address bar. They only work when you tap links in Messages, Mail, Notes, or on other websites.

For more technical details, see Apple’s Universal Links troubleshooting guide.

When to Contact Support

Contact [email protected] if:

The issue persists after trying all troubleshooting steps
You’re seeing specific error messages
Multiple users in your organization are affected
You need help gathering diagnostic information

When contacting support, please include:

Description of the issue
Which troubleshooting steps you’ve tried
Your ISP and location
Any error messages you’re seeing
Screenshots if applicable