Frequently asked questions

Have a burning question about Luminate? You’re not alone.
Here are some of the most common questions we get at ECU.
If your question isn’t here, get in touch and we’ll tell you all our secrets.

Can I print from my mobile device?

Of course you can. In fact, you can print anytime, anywhere using the webprint app available on Andriod devices (iOS is coming soon, we promise). Just make sure your document is ready to print, with all the formatting sorted. Otherwise things can get messy and that’s the last thing you need, right?

How do I pay for Luminate stuff?

You can add credit to your student ID card using our SmartLoader kiosks, which are located in eLabs and libraries on each campus. Cash is so 90s, so we’ve given it the flick. But you can use debit cards, credit cards and payWave to top up your student ID card.

Where can I find more information?

If you fancy some light reading, we’ve put together some great how-to and reference guides, which are located next to each Fuji Xerox device. The student portal also has information on our Luminate services.

How do I report a fault?

There’s a sticker on the front of each device explaining how to report a fault. But basically all you need to do is call us on 1800 800 346 or email and we’ll be onto it quick-smart. Consider it your good deed for the day!

What happens if I lose my student ID card?

Panic! Just kidding. All you need to do is follow the usual process for replacing your student ID card. In the meantime, you can print and scan and anything else you need to do, by logging on to the Fuji Xerox device with your username and password.

What is DocuCare?

DocuCare are our team of superheroes whose mission is to monitor every Fuji Xerox device on campus throughout the day. As masters of disguise, they look just like ordinary people, but have extraordinary powers that will help you solve any document problems or questions you may have.

DocuCare are available on-campus 5 days a week to fix any issues that arise, and ensure devices are working correctly.
DocuCare are available between 8:30am and 4:30pm Monday to Friday (they split their time between the 3 ECU campuses).

Do I need to add my email when I send a scanned document to my inbox?

Short answer: No. Long answer: When you swipe your student ID card, the Fuji Xerox device will recognise you and pull your email address from the database, so you don’t need add your details. It’s smart like that.

Do I have to select a printer when I print a document?

Nope. Our FollowMe feature means you don’t need to clock up frequent flyer miles just to print a document. Any Fuji Xerox printer that’s close by will do the job. Just hit print, go to your closest printer and swipe your student ID to collect your document. If you notice the printer isn’t working properly, just walk to another printer and collect your document from there. If you need help or want to report a fault, call our DocuCare team on 1800 800 346 and they’ll sort it out.

Where can I pick up my ScanPrint job?

Once you’ve hit print, your document will wait in a virtual print queue until you collect it from any Fuji Xerox printer on campus. All you need to do is find a PrintSpot or ScanPrint device, swipe your student ID card and follow the instructions. Easy! If you don’t pick up your document within 12 hours, it will be deleted from the print queue.