Need help?
We're real people behind Lumi Steps, and we read every email.
Email support@lumisteps.appFrequently asked questions
Lost access or new device
I bought Lumi Steps on iPhone/iPad but it shows the paywall again
Tap Restore Purchases in the paywall footer. This re-checks your Apple ID's purchase history with Apple's servers and reactivates your access. If that doesn't work, make sure you're signed in with the same Apple ID you bought it with: Settings → [your name] → Media & Purchases.
Can my family use my purchase?
Yes, through Apple Family Sharing. Up to 6 family members on their own Apple IDs and devices. Set it up once in Settings → [your name] → Family Sharing.
I bought Lumi Steps on Android but it shows the paywall again
Tap Restore Purchases in the paywall footer. This re-checks your Google account's purchase history with Google Play and reactivates your access. If that doesn't work, make sure you're signed in to the same Google account you bought it with.
Can my family share this purchase?
Google Play does not support sharing in-app purchases across different Google accounts (Play Family Library covers app installs but not IAPs). One purchase covers every Android device signed into your Google account. Family members on their own Google accounts would need their own purchase.
Refunds
How do I request a refund?
App Store refunds are handled by Apple, not us. Visit reportaproblem.apple.com, or on your iPhone/iPad: Settings → [your name] → Media & Purchases → Account → Purchase History → "Report a Problem". Apple's refund policy applies. If Apple grants the refund, your access is automatically removed within minutes. If Apple declines a request you believe is valid, email us at support@lumisteps.app.
How do I request a refund?
Play Store refunds are handled by Google, not us. Open the Google Play Store app → tap your profile icon → Payments & subscriptions → Budget & history → tap the Lumi Steps order → Request a refund. Google's refund policy applies. If Google grants the refund, your access is automatically removed within minutes. If Google declines a request you believe is valid, email us at support@lumisteps.app.
Account & data
How is my baby's data stored?
Locally on your device only. Milestones reached, age range, theme preferences, none of it leaves your device or reaches our servers. See the privacy policy for full details.
How do I delete my data?
We hold no personal data on you for App Store buyers, no email, no device records, no database entry on our side. Uninstalling Lumi Steps from your iPhone/iPad removes everything we know about you. The App Store receipt is held by Apple; see Apple's privacy controls in Settings → [your name].
How do I delete my data?
We hold no personal data on you for Play Store buyers, no email, no device records, no database entry on our side. Uninstalling Lumi Steps from your Android device removes everything we know about you. The Play Store receipt is held by Google; see Google account privacy controls.
The app itself
What ages is Lumi Steps for?
Newborn through 18 months. We cover milestones, soothing techniques, and developmental support across that range, with content that adapts as your baby grows.
Is Lumi Steps a medical app?
No. Lumi Steps provides general guidance informed by published material from the American Academy of Pediatrics (AAP), the Centers for Disease Control (CDC) and the World Health Organization (WHO). It is not a medical device and is not a substitute for professional medical advice. If you have any concerns about your baby's development, please consult a qualified healthcare professional.
Still need help?
Email support@lumisteps.app with as much detail as you can, what device you're on, what you tapped, what happened, and we'll do our best to help.