Support

01

How to reach us

Lume’s official support channel is the email contato@meulume.com. We answer on business days, usually within 2 business days — and within 15 days at most when the request involves rights under the LGPD.

We are also on Instagram, at @meulume.app. Messages there are good for a conversation, but formal requests — account deletion, exercising your rights, a billing problem — need to come by email, so there is a record.

Inside the app, the Suggest an improvement and Report a problem shortcuts in Settings open your email client already addressed to us.

02

What to include

The more complete the first email, the fewer rounds of back and forth. If you can, send:

• the email of your Lume account — that is how we find your record;
• the device and system (for example, iPhone 13, iOS 18) and the app version, shown at the bottom of Settings;
• what you expected to happen and what happened instead;
• a screenshot, when the problem is visual;
• for billing issues, the store receipt — the email Apple or Google sent you.

03

Billing and refunds

Write to us anyway if the store asks for confirmation from our side, or if a charge does not match what you signed up for. We help with whatever is within our reach.

To cancel the renewal — which is different from asking for money back — the route is in Terms of Use → How to cancel.

04

Subscription problems

If you subscribed and the app still shows features as locked, try this in order:

1. Confirm you are signed in to the same account — both in Lume and in the store (same Apple ID or same Google account used for the purchase).
2. Close the app completely and open it again. Subscription state is checked on launch.
3. Use Restore purchases, where available on the offer screen.
4. Check that the purchase really went through, in the receipt the store emailed you.
5. If it still does not unlock, write to us and attach the store receipt.

The subscription is tied to the store account that made the purchase. Changing device does not make you lose access; changing store account does.

05

Account and access

Lume has no password of its own: access is delegated to the provider you chose at first sign-in. If you cannot get in, the problem is almost always there:

• Signed in with Sign in with Apple and changed your Apple ID? The old one is a different account as far as we can tell.
• Used Apple’s hide my email feature? The address shown in Lume is the relay Apple generated, not your real address.
• Signed in with Google and have more than one account on the device? Check which one was used.

If you lost access to your sign-in provider and can no longer get in, write to us. We will ask for information that confirms the account is yours before anything else — that is a protection for you.

To erase account and data, the full route is in Delete Account.

06

Reports and moderation

If you saw something in the community that should not be there, use the report button on the post or comment itself. The report reaches us with the content in question and enters the review queue.

You can also block another person at any time: their posts and comments stop appearing for you.

In urgent cases — a threat, exposure of personal data, encouragement of self-harm — write straight to our email with the link or a screenshot. That kind of report jumps the queue.

The rules we apply when moderating are in Terms of Use → Community.

07

If you are in crisis