Frequently asked questions
How do I cancel my subscription or free trial?
- Open your subscription settings in the store where you subscribed.
- Select Lumi.
- Choose Cancel subscription.
Cancel before your trial or billing period ends to avoid being charged for the next one. Deleting the app or your account doesn’t cancel your subscription.
Can I get a refund?
Purchases are processed by the store you subscribed through, so refunds are requested from that store, under its refund policy. That is also where you use any right to withdraw from a purchase that the law gives you. If you need help, write to us.
I subscribed, but Lumi still asks me to. What do I do?
Make sure you’re signed in to the same store account you subscribed with, then tap Restore purchases in Lumi.
How do I get my stories back if I reinstall Lumi?
Sign in with the same account you used before. Your stories, desires and favorites are saved to your account and come back with you.
What happens to my stories if I stop subscribing?
The stories you saved stay in your library. New stories pause until you subscribe again.
How do I delete my account and data?
You can delete your account and everything you shared from inside Lumi, at any time. Your data is removed as described in our Privacy Policy. Remember to cancel your subscription too: deleting your account doesn’t cancel it.
Can I change what Lumi knows about me?
Yes. You can change your desires and update your answers anytime in the app, and new stories will reflect the change.
Can I save a story I love?
Yes. Tap the heart on any story to keep it in your library, so you can come back to it whenever you like.
Audio isn’t playing. How can I fix it?
Check that your volume is up and your sound isn’t muted. If it still doesn’t play, close and reopen Lumi, or email us and tell us what happens.
Still need help?
Tell us what’s happening and we’ll get back to you.