Help & Support
Last updated 28 July 2026
Write to taleodevacc@gmail.com. A real person reads it, and we aim to reply within two working days.
It helps to include your device and its operating system version, the app version from Settings, and what you were doing when it went wrong. Please don't include your child's name or any other detail about a child — we never need it to help you.
The subscription didn't come back after I reinstalled
Open Settings in the app and tap Restore purchases. Make sure the device is signed in to the same Apple or Google account that bought the subscription — that is what the purchase is attached to.
How do I cancel my subscription?
Apple and Google handle the billing, so cancelling happens in your device's settings rather than in Lune:
- iPhone or iPad — Settings → tap your name → Subscriptions → Lune → Cancel Subscription.
- Android — Play Store → your profile picture → Payments & subscriptions → Subscriptions → Lune → Cancel.
You keep access until the end of the period you have already paid for. Refunds are Apple's and Google's to give, but write to us and we will help you ask.
How do I delete my account?
In the app: Settings → Delete my account, behind the parental gate. It erases your account, every child profile on it and every reading record, permanently and immediately. It does not cancel your subscription — do that separately, as above.
If you would rather we did it, or you can no longer sign in, see deleting your account.
I can't sign in
Lune only signs in with Apple or Google — there is no password to forget. If your account seems empty, it is almost always because a different provider was used the second time: an account created with Apple is a different account from one created with Google, even when both carry the same email address. Try the other button. If you used Hide My Email with Apple, sign in with Apple.
A story won't play or download
Stories download before they play, so a slow or intermittent connection is the usual cause. Try Wi-Fi, then closing and reopening the app. If it keeps happening, tell us which story and what you saw.
Something about privacy
The privacy policy sets out everything Lune collects and who else sees it. To request a copy of your data, correct it, or have it erased, email us and we will reply within one month.