What can I see (and not see) about my loved one as a Supporter?

Lumin is built on a deliberate privacy boundary. As a Supporter, you have a useful view of the person on the CareHub — enough to stay close and respond when it matters — but not full visibility into their daily life. This article explains exactly where the line is.

What you can see

In the Lumin Supporters App, you'll see:

• Alerts and notifications about the device and the person, depending on plan
  • Offline / online status
  • Low battery warnings
  • Emergency alerts (on Ease of Mind), or alerts following monitoring centre triage (on Rest Assured)
  • Missed medication reminders
  • Missed daily wellbeing check (where the add-on is active)
• Activity signals — whether the CareHub is currently online and reachable
• Messages, photos, and reminders you yourself have sent to the CareHub
• Group video calls and video calls between you and the person, while they're happening
• Calendar events you've added for the person
• Your own profile — name, photo, contact details

What you cannot see

Lumin deliberately doesn't show you:

• The CareHub user's calls or messages with other Supporters — those are between them and the other Supporter, not visible to you
• The CareHub user's call history more broadly — who they called or who called them outside of you
• What the person is doing on the CareHub day to day — what radio station they're listening to, what photos they're viewing, what they've tapped, when they were last active
• Their location — Lumin isn't a tracking system
• Their voice or ambient conversation — there's no continuous microphone, no listening in
• Their medical or care records — these aren't held by Lumin

Why the boundary is there

The boundary protects the dignity and autonomy of the person on the CareHub. Lumin's customers include older adults living with dementia, people with disability, and people in vulnerable circumstances — populations that have historically been over-monitored, with care decisions made about them rather than with them. The Supporter view is designed around two questions:

1. Do I need this information to stay close and help when it matters? If yes, you see it.
2. Would seeing this feel like surveillance to the person being supported? If yes, you don't. This applies even when you'd reasonably want more — for example, a family member living abroad, or a parent caring for an adult child with disability. The boundary doesn't move based on who's asking.

What if I'm genuinely worried something is wrong?

If you're worried about the person on the CareHub:

• Call them. The fastest, most respectful way to check in is a video or audio call.
• Reach out to other Supporters. Other Supporters know they're Supporters, but won't necessarily know you're trying to coordinate — a group chat outside Lumin can be useful.
• Talk to their care team or village staff, where relevant.
• Contact Lumin Support. We can confirm whether the device is online and whether there are any active alerts. We can't tell you what the person is doing.

What about Rest Assured monitoring centre staff?

If the household is on Rest Assured, the 24/7 monitoring centre operators see emergency events when they happen, and have a brief view of the household for triage purposes. They don't have ongoing access to the CareHub or the person's daily life. Their access is gated to the moment they're handling an alert.