It can be concerning when you open your app to begin a treatment and your custom protocol screen appears completely blank.
To protect your pet's clinical safety, custom treatment protocols are programmed to only become visible inside the app after your physical Luma device has been officially delivered to your home. If your device is still in transit with the shipping carrier, your protocol screen will remain temporarily locked.
What to do if your device has already been delivered:
If you have unboxed your Luma but your protocol is still not appearing, your account sync simply needs a quick refresh. Message MedcoVet Support immediately and provide:
Your full name and pet's name.
The mobile phone number linked to your account.
Our team will verify the delivery status, confirm your profile mapping, and alert your clinician to push your protocol live right away.