Help Centre

Help & Support

Find answers to common questions and get help with Lucem Shield.

?Frequently Asked Questions

What is Lucem Shield?

Lucem Shield is an AI-powered browser extension that protects you from phishing attacks, scam websites, and malicious links in real-time. Unlike traditional security tools that rely on blocklists, Lucem uses artificial intelligence to analyse websites as you browse, catching new threats that other tools miss.

How do I install the Chrome extension?

Visit the Chrome Web Store and click "Add to Chrome". Once installed, you'll see the Lucem Shield icon in your browser toolbar. Click it to enter your license key and start protection.

Where do I find my license key?

After purchasing a subscription, you'll receive an email containing your license key. The key is in the format LUCEM-XXXX-XXXX-XXXX. If you can't find your email, check your spam folder or contact support.

How does SMS forwarding work?

SMS forwarding lets you check suspicious text messages for scams. Simply forward any suspicious SMS to our Lucem Shield number, and you'll receive an instant analysis telling you if it's safe or potentially dangerous. This feature is included with all subscriptions.

Does Lucem Shield work on mobile?

The Chrome extension works on desktop browsers. For mobile protection, use our SMS forwarding feature to check suspicious links received via text message. We're exploring mobile browser support for future releases.

How many URLs can I scan per day?

Your daily scan limit depends on your subscription plan. You can view your current usage and remaining scans on your dashboard. Known-safe domains are cached locally, so visiting the same sites doesn't count against your limit.

Is my browsing data private?

Yes. Lucem Shield only analyses URLs, not the content of web pages or any data you enter. We don't track your browsing history or sell your data. For full details, see our Privacy Policy.

Can I cancel my subscription?

Yes, you can cancel anytime from your dashboard by clicking "Manage Subscription". This opens the Stripe billing portal where you can cancel, update payment methods, or view invoices.

Pin the Extension for Notifications

Pin Lucem Shield to your Chrome toolbar to receive real-time security alerts:

🧩

STEP 1

Open Chrome Extensions

Click the puzzle piece icon in Chrome's top-right corner

→

🔍

STEP 2

Locate Lucem Shield

Find Lucem Shield in your installed extensions list

→

📌

STEP 3

Click the Pin Icon

The pin will turn blue to confirm it's pinned

→

✅

STEP 4

You're All Set!

The shield icon is now permanently visible in your toolbar

Tip: The shield icon will always be visible, making it easy to check protection status.

Troubleshooting

⚠️Extension not working or showing errors

1 Check extension is enabled in Chrome (chrome://extensions)
2 Verify license key is entered correctly in extension popup
3 Ensure you have an active subscription
4 Try disabling and re-enabling the extension
5 Clear Chrome cache and restart browser

🔑License key not accepted

1 Enter the key exactly as shown in your email
2 Check for extra spaces before or after the key
3 Verify the format: LUCEM-XXXX-XXXX-XXXX
4 Already activated? Try /login instead

📧Not receiving magic link emails

1 Check your spam/junk folder
2 Verify you're using the email you signed up with
3 Add admin@lucem.ie to your contacts
4 Wait a few minutes and try again
5 Contact support if the issue persists

🎯False positives (safe site marked dangerous)

Our AI is highly accurate, but occasional false positives can occur with:

• Newly registered domains (even legitimate ones)
• Sites with unusual URL structures
• Temporary or shortened links

If you encounter a false positive, report it to support so we can improve.

Contact Support

Can't find what you're looking for? We typically respond within 24 hours.

admin@lucem.ie

Technical support, billing & accounts

When contacting support, please include:

• Your email address associated with your account
• A description of the issue you're experiencing
• Any error messages you've seen
• Your browser version and operating system