Help

Support

Questions, bugs, purchase problems or privacy requests:
Email: [email protected]

Please include your device model, Android or iOS version and the app version (Settings in the app). We usually reply within a few working days.

Common questions

My purchase is missing

Android: open the app, go to Settings (or the Shop) and tap Restore purchases while signed in to the same Google account you used to buy. Purchases are managed by Google Play and are linked to your Google account, not to your device.

iPhone and iPad: make sure you are signed in to the App Store with the same Apple Account you used to buy (iOS Settings → [your name] → Media & Purchases). Then open the app, go to Settings (or the Shop, or the offer screen) and tap Restore purchases. The app also checks your purchases with the App Store every time it starts. Purchases are managed by Apple and are linked to your Apple Account, not to your device.

Purchases made on Android cannot be restored on iPhone or iPad, and the other way round.

How do I cancel a subscription? (Lumelia+, if offered)

Android: open the Google Play Store app, tap your profile picture, then Payments & subscriptions → Subscriptions → Lumelia and choose Cancel subscription. To avoid being charged, cancel before the free trial ends. Uninstalling the app does not cancel a subscription. See Google Play help.

iPhone and iPad: open iOS Settings → [your name] → Subscriptions → Lumelia (or apps.apple.com/account/subscriptions) and tap Cancel Subscription, at least 24 hours before the trial or the current period ends. See Apple Support.

Refunds

Payments are processed by Google Play (Android) or Apple (iPhone and iPad), and only they can issue refunds.

Android: request a refund through Google Play (how to request a refund).
iPhone and iPad: go to reportaproblem.apple.com, sign in with your Apple Account, choose Request a refund and select the Lumelia purchase (Apple Support).

You can also email us and we will help where we can. A refunded item is removed from the app.

My paintings disappeared after reinstalling

Your progress and gallery are stored only on your device. Uninstalling the app or clearing its storage deletes them; we do not keep a copy on any server, and on Android the app is excluded from Android's automatic backup. On iPhone and iPad, they come back only if you restore the whole device from an iCloud or computer backup made while the app was installed. Purchases are not lost: tap Restore purchases.

Changing ad and privacy choices

In the app, open Settings → Privacy options to review or change your consent choices for ads and analytics (shown where consent is required, for example in the EEA and UK). You can also reset or delete your advertising ID in Android Settings → Privacy → Ads (or Google → Ads, depending on your device). On iPhone and iPad, you can allow or stop tracking at any time in iOS Settings → Privacy & Security → Tracking; without it you see non-personalized ads.

Deleting your data

Uninstall Lumelia or use Android Settings → Apps → Lumelia → Storage → Clear storage; on iPhone and iPad, delete the app (iOS Settings → General → iPhone Storage → Lumelia → Delete App). This deletes all game data held on the device. To delete purchase records on our verification server (Android only), email us your Google Play order ID (starts with “GPA.”). We hold no purchase records for App Store purchases. See the Privacy Policy for details about data held by Google.

Parents

Lumelia is not directed at children. If you believe your child under 13 has used the app, please contact us at the address above; see the Privacy Policy.