LUMAE.ai Help Center

How can we help you today? Find answers to common questions and learn more about our features.

Frequently Asked Questions

Getting Started

How do I create my LUMAE.ai account?

To begin using LUMAE.ai, you'll need to create an account:

  • Registration: Navigate to the registration page. You can sign up using your email address and a secure password (at least 8 characters with one digit, one uppercase, one lowercase, and one special character). Alternatively, use your Google or Microsoft account for quicker setup.
  • Email Verification: If registering with email/password, you'll receive a 6-character confirmation code via email. Enter this code (valid for 30 minutes) to activate your account. You can resend the code if needed.
  • Profile Completion: After verification or first social login, complete your profile with your first name, last name, company name, and job role. Agree to Terms of Service & Privacy Policy. Opt-in for marketing emails is available. This step is necessary for full feature access.
How do I log in to my account?

Once your account is set up and verified:

  • Standard Login: Use your registered email/username and password.
  • Google/Microsoft Login: Click the respective "Continue with Google" or "Continue with Microsoft" buttons if you registered using these services.

If you forget your password, use the "Forgot your password?" link on the login page. A reset link (valid for 1 hour) will be sent to your email.

What are the main parts of the LUMAE.ai interface?

After logging in, you'll see:

  • Dashboard/Home: Your starting point, may show a welcome message or options to start new analyses.
  • Chat Interface: The core area to interact with the AI.
    • Chat List (Sidebar): Lists previous chat sessions.
    • New Chat: Start new chats, often from templates like "Loan Guidelines".
    • Guideline Selection: Choose guidelines (FHA, VA, etc.) for the AI to reference.
    • Input Bar: Type your questions here.
    • Tools Menu (+): Access specialized tools.
  • Account Settings: Update profile, theme, or manage password.
  • Plans & Subscription: View and manage subscription plans.
How do I start my first analysis or chat?
  • Create a New Chat: Click the "+" button in the sidebar. Choose a template like "Loan Guidelines" if available.
  • Select Loan Guidelines: Use the dropdown menu (often labeled "All Guidelines") to select specific guidelines (FHA, VA, USDA, Fannie Mae, Freddie Mac) for the AI to focus on. You can change this anytime.
  • Ask Questions: Type your mortgage-related questions into the input bar.
  • Using Tools: Access specialized tools via the tools menu (+) for calculations or file uploads. Results can be added to your chat.
  • Interacting with Responses: You can copy messages, edit your messages, ask the AI to regenerate responses, or report issues with a response.
Where can I review your legal policies?

Account Management

How does registration and initial profile setup work?
  • Sign Up: New users register with a unique username, email, and a complex password (8+ chars, uppercase, lowercase, digit, special char) or use Google/Microsoft accounts.
  • Email Verification: For email/password sign-ups, a 6-character verification code (expires in 30 mins) is sent to your email. Enter it to activate.
  • Initial Profile Completion: On first login, provide first name, last name, company, job role, and agree to Terms of Service & Privacy Policy. Optional marketing opt-in.
How do I log in and out?
  • Login: Use your registered email/username and password, or your linked Google/Microsoft account.
  • Logout: Log out from the account dropdown menu (typically in header/sidebar) to clear your session.
How do I manage my password?
  • Forgot Password: Click "Forgot your password?" on the login page. Enter your email; a reset link (valid 1 hour) will be sent if the account is verified.
  • Reset Password: Follow the email link to set a new password, adhering to strength requirements.
  • Changing Password (Logged In): For email/password accounts, change it in Account Settings by entering current and new passwords. If you used Google/Microsoft, manage your password with that provider.
What can I do in Account Settings?

Accessible from the main navigation, Account Settings allow you to:

  • Update Profile Information: Modify first name, last name, company, job role.
  • Change Username: Update your unique username.
  • Email Address: Used for recovery/notifications; cannot be changed directly after registration.
  • Theme Preference: Choose light or dark theme.
  • Email Verification Status: View status; option to resend verification email if needed.

Chat & Workflow Features

How does the Chat Interface work?

The chat interface is your primary workspace:

  • Starting a New Chat: Initiate from the sidebar (+ or "Create Chat"). Select Chat Templates (e.g., "Loan Guidelines") to pre-configure. Each chat gets a unique ID.
  • Guideline Selection (FAISS Dropdown): For guideline queries, a dropdown lets you select guidelines (FHA, VA, USDA, Fannie Mae, Freddie Mac). You can select one or multiple. This directs AI context retrieval using FAISS vector stores.
  • Sending Messages: Type questions or prompts into the input bar. AI processes with selected guidelines and chat context.
  • AI Responses & Interaction: AI responds in the chat. You can copy, retry/regenerate, edit your messages, or report problematic messages to help us improve.
  • Managing Chats: Sessions are saved in the sidebar. You can rename, delete, and rearrange chats (drag and drop).
What Integrated Tools are available?

LUMAE.ai includes specialized tools accessible from the chat interface (+ button):

  • Loan Calculator: Perform detailed mortgage calculations (P&I, taxes, insurance, PMI, HOA). Input home price, down payment, term, rate, etc. Displays monthly payments, total interest, amortization, charts. Can "Populate from Chat" and "Add to Chat".
  • Cost of Waiting Calculator: Estimate the financial impact of delaying a home purchase by one year. Calculates lost equity, extra down payment, total cost and years to recoup. Supports "Populate from Chat" and "Add to Chat".
  • Cash-to-Close & Reserves Calculator: Determine estimated funds required at closing, including prepaid escrows and reserve requirements. Supports "Populate from Chat" and "Add to Chat".
  • 1003 XML Upload: Upload Fannie Mae MISMO 3.4 (or similar) 1003 XML. System parses, extracts key info, and adds to chat for AI analysis.
  • Math Calculator (Internal Tool): AI uses this to evaluate math expressions in your prompts (supports sqrt, sum, log, etc.).
How does the underlying Workflow System operate?

LUMAE.ai uses a workflow system of interconnected "nodes" to process requests:

  • Nodes: Handle tasks like receiving prompts, querying AI, retrieving context (FAISS), evaluating conditions, or triggering tools.
  • Context Assembly: When you send a message, the system assembles context from: current chat history, tool data (calculator summaries, 1003 data), selected loan guidelines (via FAISS vector search), and current market data from FRED (e.g., interest rates).
  • System Prompts: Each AI interaction is guided by a system prompt defining LUMAE's role and behavior.
  • Streaming Responses: AI responses are typically streamed token by token for an interactive experience.

Subscription & Usage

What subscription plans are available?
  • Trial Plan: Free upon signup. Includes a fixed number of AI prompts (e.g., 25 total) to explore core features. Upgrade to continue after using prompts.
  • Pro Plan: Subscription-based with unlimited* AI prompts (*rate limits may apply for misuse). Access to all features, advanced tools, priority support. Monthly or annual billing (annual offers discount).

View plan details and pricing on the "Plans" page.

How is my usage tracked?
  • LUMAE.ai tracks AI prompt usage. A "prompt" is counted when you send a message requiring AI response (including tool use or regeneration).
  • Hourly Usage: Pro users enjoy unlimited* prompts. Rate limits may apply to prevent abuse. View your usage details on the "Plans" page.
  • Usage Reset: Trial plan has a one-time total allotment. Pro plan usage resets automatically each hour, with rate limits to prevent abuse.
How do I manage my subscription?
  • Upgrading to Pro: From "Plans" page, choose Pro. Redirected to secure Chargebee checkout. Email may be pre-filled.
  • Promo Codes: Apply available promo codes for discounts during checkout.
  • Managing Your Pro Subscription: Use the "Manage Subscription" link on "Plans" page to access the Chargebee customer portal (update payment, view invoices, cancel).

Support & Error Reporting

Where can I find help documentation?

The application includes a dedicated "Help" page (this page!) which contains:

  • Frequently Asked Questions (FAQ): Answers to common questions.
  • Search Functionality: Search help content for keywords.
  • Contact Information: Details for further assistance.
How can I contact support?
  • Via Email: For technical issues: support@lumae.ai. For business/partnership inquiries: sales@lumae.ai.
  • Contact Form (Landing Page): Submit inquiries via the form on the main landing page (typically goes to sales@lumae.ai).
  • In-App Support Modal (Plans Page): Logged-in users can click "Contact Support" on the "Plans" page to send a message with account details to the support team.
  • Support Ticket Form (Help Page): Use the "Create Support Ticket" form at the bottom of this help page.
How do I report a problematic AI message?
  • Report Button: If an AI response in chat is incorrect or problematic, use the "Report" button for that message.
  • Report Dialog: Provide your name, email, and describe the issue.
  • Submission: Details of the interaction (prompt, response, feedback) are sent to the LUMAE.ai team for review to improve AI accuracy.
How does the application handle errors?
  • Flashed Messages: Temporary notifications at the top for success, errors, or info.
  • Custom Error Pages: User-friendly pages for 403 (Forbidden), 404 (Not Found), 500 (Internal Server Error), 503 (Service Unavailable) with a link to homepage.
  • Automatic Error Reporting: Unhandled exceptions automatically generate an error report (URL, method, traceback) emailed to the development team for quick bug fixing.

Getting the Most Out of LUMAE.ai

LUMAE User Prompting Guide: How to craft questions that unlock fast, accurate answers from the Loan Underwriter Mortgage Analysis Expert.

1. Start With a Clear Objective

State what you need in the first sentence:

Eligibility
“Is a borrower with … eligible for FHA?”
Documentation
“What documents prove self-employment income for VA?”
Comparisons
“Compare maximum DTI for FHA vs. USDA.”
Calculations
“Calculate PITI on a $450k purchase, 5% down, 6.25% rate.”

Tip: One question per prompt gets the fastest, most precise answer.

2. Pick Your Guidelines Up-Front

If you only care about certain programs, name them at the start or use the Guideline Selector dropdown in the chat bar.

Examples:

  • “For Fannie Mae only, when does a student-loan payment count?”
  • “Using FHA & VA guidelines, explain residual income rules.”
3. Ask for Sources When You Need Them
  • Automatic: LUMAE already cites the guideline PDF whenever it pulls an excerpt.
  • Manual: Add “cite your source” or “show me the page reference” if you want to be sure a citation appears.
  • Broad answers: If LUMAE says no excerpt was found, assume the guidance is based on standard criteria and double-check unusual scenarios with official manuals.
4. Trigger Built-In Tools Explicitly
What you type:
“Run the calculator with $400k loan, 30 yr, 6.5%.”
What happens:
Opens the amortization calculator and returns the monthly P&I.
What you type:
“Pull the latest 30-year Freddie Mac PMMS rate.”
What happens:
Fetches the current Primary Mortgage Market Survey data via FRED.

Include all numeric inputs in one sentence to avoid back-and-forth.

5. Provide Context for Edge Cases

Unusual scenarios (non-occupying co-borrower, disputed collections, land-home packages, etc.) often need extra detail:

  • Program type (FHA one-time close, VA IRRRL, etc.).
  • Key figures (LTV, DTI, credit scores, reserves).
  • Specific snag (“commission income under two years but same industry”).

The richer the context, the more precise the answer—and the fewer follow-up questions LUMAE will need to ask.

6. Use Follow-Up Prompts to Drill Deeper
  • “Can you break that down step-by-step?”
  • “Show me the exact FHA handbook wording.”
  • “Compare that to USDA—only highlight differences.”

LUMAE keeps track of your current guideline selection, so follow-ups stay on target unless you switch programs.

7. Quick Command Cheatsheet
Command style Purpose Example
“What is …?” Definition “Define max financing in FHA.”
“Does X meet Y?” Threshold test “Does a 95% LTV violate VA residual income?”
Why/Explain Root-cause & rationale “Why must student-loan debt be included for USDA even if deferred?”
Step list Procedure “List documents to verify large deposit for Fannie Mae.”
Scenario calc Numeric result “What’s the funding fee on a $300k VA cash-out, first use, 90% LTV?”
8. Troubleshooting Tips
Symptom: Answer feels generic or lacks cites
Fix: Re-ask with “include guideline excerpt” or narrow the guideline scope.
Symptom: Calculator overwrites your inputs
Fix: List all numbers in one prompt or hit Reset before re-typing.
Symptom: Need manual UW rules
Fix: Say “manual underwriting rules for FHA”. LUMAE defaults to automated unless told otherwise.
Symptom: Compliance worry
Fix: LUMAE follows Fair Housing & ECOA—still verify lender overlays before issuing a Loan Estimate.
9. Sample Power Prompts

Eligibility Check (multi-program)

“Borrower 620 FICO, 56% DTI, gift funds only, condo in WA. Compare FHA vs. Freddie Mac eligibility and cite sources.”

Complex Income Calculation

“Calculate qualifying income for self-employed borrower: 2023 net profit $85k, 2024 YTD through April $40k, add-backs $5k depreciation each year. Use Fannie Mae rules and show worksheet.”

Guideline Exception Hunt

“Are there any FHA exceptions to the 90-day flip rule for bank-owned properties? Cite handbook.”

10. Final Checks

Before acting on advice:

  • Verify unique scenarios against the latest official handbooks or lender overlays.
  • Document your findings in the file.
  • Ask follow-ups—LUMAE is designed to stay in the chat until you’re satisfied.

Need more help? Just ask—LUMAE is here to streamline guideline research, number crunching, and scenario comparisons so you can focus on closing loans.

Still Need Help?

If you couldn't find an answer in our FAQs or Prompting Guide, please create a support ticket. Our team will get back to you as soon as possible.

Create a Support Ticket