Why is an app or screen locked in LUME Hub?
Updated
Quick answer
An app shows a lock in LUME Hub when your plan doesn't include that screen. The menu names the plan that unlocks it, and the Ver planos (See plans) button opens My subscription. Other causes: your free trial ended, a payment is pending, or your access is set by the account owner or team.
A lock in LUME Hub means your account can't open that screen right now. Most of the time it's your plan, but there are other causes. Here they are, from most to least common. Note that the side menu and the subscription screen still show Portuguese labels in English mode.
1. Your plan doesn't include the app
Plans stack: Essential covers the basics, Growth adds sales and presence, and Complete adds finance, ads, automations and the results report. A screen outside your plan shows a lock in the menu, along with the plan that unlocks it, for example (disponível no plano Completo) (available on the Complete plan).
What to do: click the locked screen. LUME Hub explains what it does and shows a Ver planos (See plans) button that opens Minha assinatura (My subscription). There you can choose or change your plan. Upgrades take effect right away. Compare plans in LUME Hub plans compared.
If you open the page of a whole app that isn't in your plan, you'll see a message like Results isn't in your plan., with a Back to Home link.
2. Your free trial ended
During the 7-day trial, everything in the Complete plan is unlocked. When the trial ends, you'll see Seu teste grátis terminou (Your free trial has ended) and apps lock until you choose a plan. Your data stays saved. See How to start your LUME Hub free trial.
What to do: under My subscription, click Escolher este plano (Choose this plan) on the plan that fits.
3. Your payment is pending or past due
If a charge didn't go through, the account page shows Pagamento da assinatura em atraso (Subscription payment past due) or Pagamento da assinatura pendente (Subscription payment pending). While Mercado Pago confirms your first payment, My subscription says it's confirming and that the plan will appear shortly.
What to do: click Resolver (Resolve) and update your card or finish the payment. Details are in the Account and billing section.
4. Someone else controls your access
- Team member: the account owner or a manager chooses each person's screens under Equipe e acessos (Team and access). Team members also don't see the Files app.
- Another brand's dashboard: on dashboards with an agency's name and logo, your access is created by the team that runs your project.
- Account managed by the LUME team: My subscription shows Seu acesso é liberado pela equipe LUME (Your access is granted by the LUME team). To change plans, contact the team.
What to do: ask whoever manages your access to unlock it.
5. The screen belongs to mentoring
Diagnostic, Brand briefing, Planning, Roadmap, Deliverables, Tasks, Progress and Check-ins aren't part of any plan. The LUME team unlocks them for mentoring clients. See the Mentoring section.
Still can't find the screen?
Use search at the top to confirm whether it exists in your account, as shown in How to use the app launcher and search.
Frequently asked questions
I subscribed and the screen is still locked. What do I do?
Check under My subscription that your payment has been confirmed. Then, in the account menu, click Atualizar o painel (Refresh the dashboard) to load your new access.
Do I lose my data when an app locks?
No. The lock only blocks use. Your data stays saved and shows up again when your plan unlocks the app.
I'm on someone else's team. Can I subscribe to unlock it?
Not from your team account. The account owner or a manager decides which screens each member sees, under Equipe e acessos (Team and access).
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