LumiTales — Support

Last updated: May 3, 2026

Need help with LumiTales? We're here for you. Before reaching out, take a look at the FAQ below — your question is probably already answered.

1. Direct contact

When you write to us, please include:

• Your device model (e.g. iPhone 15 Pro)
• iOS or Android version (e.g. iOS 17.5)
• App version (you'll find it in Settings → About LumiTales)
• A description of the issue and, if possible, a screenshot.

The more information you share, the faster we can help.

2. Frequently asked questions

2.1 About the subscription

How do I cancel my subscription?

Subscription management is handled by the store (Apple or Google), not directly by us. To cancel:

• iPhone / iPad: Settings → your name at the top → Subscriptions → LumiTales → Cancel Subscription.
• Android: Google Play Store → your profile picture → Payments & subscriptions → Subscriptions → LumiTales → Cancel subscription.

Cancellation is immediate, but you keep premium access until the end of the period you've already paid for. The next period is not charged.

I cancelled but the app still shows me as Premium. Is that normal?

Yes. After cancelling, you keep access until the current cycle ends (e.g. if you cancelled mid-month, you stay Premium until the end of the month). When it expires, the app reverts to the free tier automatically.

Can I recover a subscription I already paid on another device?

Yes. On the new device, sign in with the same Apple ID or Google account you used for the original purchase. Then open the paywall and tap Restore Purchases. The subscription reactivates without charging again.

Can I request a refund?

Refunds are handled directly by the store (Apple or Google):

• Apple: reportaproblem.apple.com
• Google: play.google.com → Orders → Request a refund.

If the store approves it, premium access is revoked automatically and we receive the notification.

2.2 About the app

The app doesn't load, it's stuck on the launch screen.

Try this sequence:

1. Close the app from the app switcher (swipe up on the icon).
2. Restart your device.
3. Open the app again.

If it persists, write to us with the iOS/Android and app versions.

The app crashes on its own.

This is usually fixed by updating to the latest version on the App Store or Google Play. If you still have problems, write to us and tell us exactly when it crashes (e.g. "when opening a story", "when starting magical reading").

Magical reading isn't detecting what I'm reading.

Detection works best when:

• The environment is reasonably quiet.
• You read with a clear voice and natural pace.
• Your device has microphone permission granted (Settings → LumiTales → Microphone).
• Your device has Speech Recognition permission granted (on iOS).

If permissions are on and it still doesn't detect, write to us.

Does it work without internet?

Partially. Stories you marked as favorites are downloaded automatically and you can read them offline. The new daily stories and the full library require connection the first time to download them.

2.3 About privacy and child safety

Does the app record audio of my children?

No. The voice recognition for magical reading is processed 100% on the device using the native iOS (Speech) and Android frameworks. The audio is NEVER uploaded to our servers nor stored. It's only real-time processing to detect the words of the story.

Does the app have ads?

No. LumiTales has no ads of any kind, no third-party advertising, and no redirections to external sites without parental control.

How are stories chosen? Is content reviewed?

Every story, illustration and sound goes through human review at least 3 days before appearing in the app (we are extending this buffer to 7 days). Our team verifies that the language is appropriate, the illustrations fit, and the topics are suitable for the children's audience.

Additionally, at the end of each story (if reading lasted more than 60 seconds) the app asks if you liked it and gives you the option to report inappropriate content. Any report triggers an immediate re-review by our team.

What data do you collect from minors?

None directly. We only store the adult account holder's data (email, name if provided by Apple/Google, subscription status). The child profile data (name, age, gender) is optional, provided by the adult, and used only to personalize the experience. More detail in our Privacy Policy.

2.4 Account and access

I changed phones and lost access. How do I recover my account?

Sign in on the new device with the same Apple ID or Google account you used originally. Your library, favorites and subscription sync automatically with that identity.

I want to delete my account and all my data. How do I do it?

Go to Settings → Account → Delete account. The action is irreversible and deletes:

• Your user identity on our servers.
• Your favorites library and reading history.
• Your associated child profiles.
• The subscription is NOT cancelled automatically — remember to cancel it from the store (see section 2.1) if you haven't already.

If you have doubts or need help with the process, write to us at lumitales.oficial@gmail.com and we'll handle it manually.

3. Reporting a legal or security issue

If you discovered a security issue in the app or want to report a copyright infringement, write to us directly at lumitales.oficial@gmail.com with the subject "Security" or "Copyright" as appropriate. We treat these reports with maximum priority.

For personal data protection matters (GDPR), see our Privacy Policy section 8 on exercising rights.

4. Additional information

• Privacy Policy
• Terms of Service
• Home