LumiTales — Support

Last updated: May 15, 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
Support email lumitales.oficial@gmail.com
Response time Usually within 24-48 hours (business days)
Languages Spanish, English

When you write to us, please include:

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:

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):

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:

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. Your Premium subscription also works offline: LumiTales stores locally the subscription state from the last verification with the store, and that state stays valid until the expiry date even without connection. If your billing period expires while you're offline, the app will ask you to reconnect to re-validate before continuing.

2.3 About the album, the cards and the medals

What are the cards that appear when a story ends?

When a story is completed inside the app, LumiTales adds a collectible card to the album of the profile that was active during the reading. Cards look like a small framed picture of the story with the title. Some cards land as "shainies" — special variants with an animated holographic shimmer; they're rarer. The album lives in the top menu (profile avatar → "My Album") and shows all cards sorted by the date they were earned.

Are cards per profile or per account?

Cards are per profile. If your account has several profiles, each keeps its own album. Switch profile from the home screen and the collection shows up without mixing.

Medals, on the other hand, are per account — they belong to the account holder and unlock based on the cumulative reading activity across all profiles of the account.

What are the medals for?

They're 40 achievements that unlock through reading activity inside the app: first story, 10 stories completed, 7 days in a row, late-night reader, exploring different categories, and so on. They're meant as recognition of the reading habit — they grant no extra in-app benefit (every story is available to all Premium subscribers). You can see them in the "My Medals" screen.

2.4 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. Inside the mobile application there are no ads of any kind, no third-party advertising, and no redirections to external sites without parental control. Your child will never see an ad while reading stories.

A note on internet marketing: LumiTales does run paid campaigns on Google (Google Search) so parents can discover the app exists. Those campaigns appear on Google's own platforms, not inside the app or our website. When a visitor arrives at the public lumitales.net site from one of those ads and accepts the cookie banner, we measure that visit via Google Ads and Google Analytics — purely to know which campaigns work. Full detail in the Privacy Policy §9.2.

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.

2.5 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:

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