Contact
Support
The fastest way to reach us is from inside the app. Open Settings, then Report a Problem under Support.
That opens a ticket attached to your account, so we can see which build you are on and what happened without you having to describe any of it. Our replies land in the same place, and we send you a notification when one arrives — there is nothing to check back on.
We usually reply within 2 business days.
For account, billing, subscription or technical support, contact us at support@lumochat.ai.
If you cannot get into the app, write to the same address and tell us the email address your account uses, so we can find it.
Reporting a character, a reply or a profile
Anything you can see, you can report — a character, a single reply, or someone's profile. The report action is on the item itself, and it carries the item with it, so we know exactly what you are pointing at.
Reports arrive in the same queue as support tickets. We aim to deal with reports of objectionable content within 24 hours.
Subscriptions and refunds
Subscriptions are sold and managed by Apple, not by us. To change or cancel one, open the iOS Settings app, tap your name, then Subscriptions, then Lumo. Deleting the app does not cancel a subscription.
Refunds are handled by Apple under its own policies, so we cannot issue them directly — but if something was charged and not delivered, tell us and we will work out what happened on our side.
The Refund Policy page on this site explains cancellations, refunds and billing issues in full.
Privacy requests
You can delete your account and everything in it from inside the app: Settings, then Delete Account. It is permanent and it does not go through us.
For a copy of your data, a correction, or anything else, write to support@lumochat.ai. The Privacy Policy sets out the full list of rights and how long we take.
Who you are writing to
Lumo is operated by NEXT HORIZON TECHNOLOGIES LLC, which is also the data controller for everything described in the Privacy Policy.