Contact technical support
Briefly describe the problem in your email and include the details below to help us investigate. Do not send passwords, payment passwords, full bank card numbers, or unrelated chat content.
- App version, device model, and iOS or Android version.
- Approximate time of the problem, steps to reproduce it, and the message shown.
- Relevant screenshots or a screen recording, with personal information and unrelated content hidden.
- For purchase issues, include the product name, purchase platform, and order number. Never send your payment account password.
Stories or chats will not load
Check your internet connection and try switching between Wi-Fi and mobile data. Close and reopen the app, then check for an available update.
If a message repeatedly fails to send, keep the error message and avoid sending the same message over and over. Email support with the time it happened and the steps you took.
Voice recording or playback is not working
Recording requires microphone permission. Find Lunara in your device’s system settings and check that microphone access is allowed.
If playback is silent, check the media volume and any Bluetooth or headphone connections, then try again. If an audio-expired message appears, include it in your report to us.
Images cannot be selected or sent
Check your photo library permission and make sure the selected image has been downloaded to your device. If needed, select it again before sending.
If an upload fails, check your connection and keep the error message. Include only images needed to explain the issue; you do not need to send your entire photo library.
Purchases, subscriptions, or Heart Points
Check the payment status of your app store order and confirm that you are using the store account used for the purchase. If the app offers Restore Purchases, try that option.
If you have paid but your entitlement or Heart Points are missing, avoid purchasing again. Email support with the product name, purchase platform, order number, and a screenshot of the problem.
Manage subscriptions, cancel auto-renewal, or request a refund through the platform where you purchased. Uninstalling the app does not cancel a subscription.
Chat history, settings, and privacy requests
Clearing caches, uninstalling the app, or changing devices may affect locally saved content and settings. Describe the issue to us before deciding whether to clear data.
Clearing chats in the app does not delete all associated data. For access, correction, deletion, or other personal information requests, read the instructions and contact details in the Privacy Policy.
For personal information handling and privacy requests, read the Privacy Policy. Privacy Policy