LumiSupport
Questions about Lumi, Lumi+ or your data? Write to us, or find the answer below.
Turning the light off puts Lumi to sleep and makes every sticker glow, like in the app.
Write to us
We read every message, in English or Russian. If something isn’t working, tell us your iPhone model and iOS version. Never send passwords or payment details.
Delete your data
Lumi has no accounts. Most of your data never leaves your iPhone, and you can delete it yourself right away:
- Forget one memory: open … → Lumi’s diary, tap the memory, then tap Forget this.
- Start over: … → Settings → Start over with a new egg, then confirm. This deletes your pet, its memories and your chat history. Your stars and things stay in your wallet for your new Lumi. It doesn’t cancel a subscription.
- Delete the app: this also removes Lumi’s game data from your iPhone.
Data on our server
Our server keeps only a random device record, your wallet (your stars and things, with a record of how you earned and spent them), daily usage counts, your Lumi+ subscription status and any reports you sent (see the Privacy Policy). To get a copy, or to have it corrected or deleted:
- Open Lumi and go to … → Settings. Under About Lumi you’ll find your Support code: eight letters and digits, for example 3F9A1C7E.
- Touch and hold the code and choose Copy full code. If you can’t, the eight characters are enough.
- Email [email protected] with the subject “Privacy request”. Paste the code and say whether you want a copy, a correction or deletion. Deleting your wallet also deletes your stars and things, including ones bought with real money.
- If you subscribed to Lumi+, add the Order ID from your Apple receipt email, so we can find your subscription record too.
If Settings shows no Support code, this copy of Lumi has never connected to our server, so we hold no server data for it.
We won’t ask for more information than we need, and we use it only to handle your request.
Questions and answers
Is Lumi free?
Yes. Talking with Lumi is free every day, up to a daily limit, and caring, playing, dressing up and Repeat mode are always free. Lumi+ is an optional subscription that removes the daily conversation limit (fair use applies), adds exclusive outfits and doubles stars in mini-games.
How do I cancel Lumi+?
Open your Apple ID subscription settings, or in Lumi go to … → Settings → Manage subscription. Turn off auto-renewal at least 24 hours before the current period ends. Erasing Lumi or deleting the app does not cancel a subscription.
How do I restore my purchases?
Go to … → Settings → Restore purchases while signed in with the Apple ID you subscribed with.
Lumi isn’t answering me
Conversations need an internet connection to our servers, so check that your iPhone is online. Free conversations have a daily limit: you can see today’s usage in … → Settings under Talks today. Caring, the mini-games, the wardrobe and Repeat mode work offline.
Lumi can’t hear me
Lumi listens only while you hold the talk button. Check that Lumi is allowed to use the microphone and speech recognition in iOS Settings. You can always type instead.
How do I make Lumi forget something?
Open … → Lumi’s diary, tap the memory, then tap Forget this. Memories are stored only on your iPhone, so it’s gone right away.
Are my conversations stored?
No. Your messages go to our server only so that a reply can be generated, and they are not stored there or written to our logs. Your chat history and Lumi’s memories stay on your iPhone. We don’t use your conversations to train AI models.
How do I turn off reminders?
Turn reminders off in Lumi’s Settings, or turn off notifications for Lumi in iOS Settings. Lumi sends at most two gentle reminders a day.
Why does the room change colour?
Lumi’s room follows the real time of day: apricot in the morning, blue by day, violet in the evening and deep blue at night. Turn off the light switch on the wall to put Lumi to sleep, and every sticker glows.
How do I report a reply?
Touch and hold Lumi’s speech bubble, then choose Report this reply and a reason. More on the Safety page.
Who can use Lumi?
People aged 13 and up, on iPhone with iOS 26 or later. Lumi speaks English and Russian.
About Lumi
- Privacy policy
- Terms of use
- Contact support
- Support code3F9A1C7E