Skylum ultimately made it right — but it took a public review to get there
I am a satisfied Luminar Neo user and purchased a lifetime license in May 2025. I love the product — which makes what followed all the more disappointing. In early June 2026, confused by constant upgrade notifications, I contacted support to ask simply: do I need to purchase anything? A Skylum support agent replied in writing: "you'll have full access to all the features and improvements released in the Fall Upgrade 2025 and Spring Update 2026 even after the pass expires. Plus, you'll have access to 3 generative features (GenErase, GenSwap and GenExpand) till the end of 2026." No conditions. No mention of any required purchase. I took this at face value and did nothing. Soon later, I noticed that the generative features disappeared from my account. When I presented this email to support, they claimed the agent "meant to describe a purchase option." That interpretation is simply not supported by the words written. Due to Skylum's miscommunication, I missed the window to purchase the Upgrade Pass — which is now no longer available. I am left without features I was explicitly promised, with no resolution offered except "wait for the next Pass." When I asked to be escalated to a manager, I was refused — twice. A reputable company stands behind its written communications and takes responsibility for its mistakes. Skylum has chosen not to. --- **Update:** Skylum reached out publicly and extended my access to the Generative tools through January 1, 2027, as originally promised. I appreciate that they ultimately took responsibility and made it right. Luminar Neo is truly an excellent product, and I hope this resolution reflects a genuine commitment to standing behind their communications in the future.