Support

Common questions

My sign-in link never arrived

Check your spam folder first — the message comes from an automated address. Links expire after a while, so if it has been sitting a few minutes, request a new one from the app. If you use Sign in with Apple, no email is sent at all.

I subscribed but Premium is not active on my new device

Open the paywall and tap Restore Purchases. That recovers a subscription bought with the same Apple ID. Make sure you are signed in to the device with the Apple ID you used to buy it.

How do I cancel or change my subscription?

Go to Settings → [your name] → Subscriptions on your device, or tap Manage Subscription in your Lunu profile, which opens the same screen. Apple does not allow apps to cancel subscriptions directly, so this is the only way — and it is also where you change plans or update your payment method.

I want a refund

Purchases are processed by Apple, so refunds go through them at reportaproblem.apple.com. We are not able to issue refunds ourselves.

Audio stops when I lock my phone or switch apps

Lunu is built to keep playing in the background. If it stops, the usual cause is the operating system saving power: check that Low Power Mode is off on iOS, or that battery optimisation is disabled for Lunu on Android (Settings → Apps → Lunu → Battery).

Is Premium available on Android?

Accounts and playlists work on both iOS and Android. Premium subscriptions are currently available on iOS only — we are working on Android.

I want to delete my account

See the account deletion page for how to request it and what gets removed. Note that deleting your account does not cancel an active subscription.

Something else

Write to us at support@lunumusicgroup.com. You can also send feedback from inside the app, but please include your email address in the message if you would like a reply — in-app feedback reaches us without any contact details attached.