Lumi Kids
Help

Support

Got a question? Write to us — we usually answer the same day.

Contact: hello@lumikids.live
Response time: within 24 hours on weekdays. Including your device model, iOS version and a screenshot helps a lot.

Common situations

Lumi won’t connect (“I couldn’t connect”)

Live conversation needs an internet connection. Check Wi-Fi or mobile data and restart the app. School or corporate firewalls can block the live connection. Lessons and games keep working offline.

The microphone doesn’t work

Open iPhone Settings → Lumi Kids → allow Microphone. Unplug headphones and check the mute switch.

My purchased minutes don’t show up

Parent zone → “Restore purchases”, and make sure you are signed into the same App Store account. If it persists, send us the transaction id and we will credit the minutes manually.

Lumi Plus doesn’t show up on my other device

Sign in to the same Apple Account on that device and tap “Restore purchases” in the parent zone. Lumi Plus works on every device signed in to the same Apple Account; it is not shared through Family Sharing.

How do I cancel Lumi Plus?

On iPhone or iPad: Settings → your name → Subscriptions → Lumi Kids → Cancel Subscription. The cancellation takes effect at the end of the paid period; Lumi Plus stays on until then. Refunds are requested from Apple at reportaproblem.apple.com.

My child picked the wrong language

Parent zone → edit the child profile → change the target language. Progress is kept separately per language.

I forgot the parent PIN

On the PIN screen choose “Forgot PIN” to return to the multiplication question, then set a new PIN.

Talk time runs out too quickly

Time only runs during live chat, but silent seconds count too. Short 3–5 minute conversations work best for young children; you can adjust the daily limit in the parent zone.

I want to delete everything

Parent zone → “Delete all data”. Profiles, progress and records are removed from the server as well. This cannot be undone.

App details

  • Devices: iPhone and iPad, iOS 17 or later
  • Instruction language: your family's own language (16 supported) · Target languages: 11 (English, Spanish, French, German, Japanese, Korean, Italian, Chinese (Traditional), Portuguese, Arabic and Turkish)
  • Ages: 4–12
  • Publisher: APPFUSION LABS

If you find a bug, or Lumi ever answers inappropriately, please tell us — those reports jump the queue.

Last updated: · hello@lumikids.live