Contact

There is no contact form and no ticket number. Email is faster for you and for us, and it means you keep a copy of what you sent.

Cancelling a subscription

Subscriptions are billed by the app store, not by us, which means we cannot cancel one for you even if we want to. You can do it in under a minute, and cancelling during a free trial costs nothing. Cancelling stops the next renewal; you keep Pro features until the end of the period you have already paid for.

Alerts are not arriving

This is the most common support question we get, and it is almost always one of five things. Working through them in order solves it nearly every time, and it is faster than waiting for us to reply.

Start with iOS notification permission, because a permission dialog dismissed once in the past stays dismissed. Open Settings, find Lumavik, tap Notifications, and confirm that Allow Notifications is on and that Lock Screen, Notification Centre and Banners are all enabled. A notification can arrive correctly and still be effectively invisible if only the badge is turned on.

Next check Focus modes. Sleep Focus is the usual culprit in this category for an unfortunate reason: aurora alerts fire in the middle of the night, which is exactly when Sleep Focus is silencing everything. If you want to be woken, add Lumavik to the allowed apps for that Focus, or mark the notification as time sensitive in the app's notification settings.

Then check Low Power Mode, which delays background delivery, and confirm the device has a data connection when you expect the alert. A push notification cannot be delivered to a phone that is offline, and it will not always arrive later.

Then check the threshold you actually set. An alert configured for a Kp that your location genuinely needs may be correct and simply not have been met — a location that requires Kp 6 will be quiet for weeks at a time, and that silence is the app working rather than failing. Running your coordinates through the geomagnetic latitude calculator will tell you which of the two is happening.

Finally, if all of that checks out, turn the alert off and on again inside the app. That reissues the push token, which occasionally goes stale after an iOS update or a device restore. If alerts still do not arrive after that, email us with your rough location and the times you expected one, and we will look at whether the relay attempted a delivery.

Reporting a bug

The most useful bug report says what you expected, what happened instead, and enough detail for us to reproduce it. For Lumavik specifically, the details that help most are your iOS version, your device model, the app version from the Settings screen, roughly where you were, and roughly when. Screenshots are welcome. You do not need to write a formal report — a couple of sentences is fine.

A note on forecast complaints, which are always welcome and often instructive: if the app said conditions were good and you saw nothing, tell us when and where. Sometimes the answer is that cloud cover ended the night, which no geomagnetic model can predict. Sometimes it is a real bug in how we score a location. We cannot tell the difference without the specifics, and the second kind is exactly what we want to hear about.

Corrections

If something we have published is wrong — an article, a calculator, or a claim on one of the comparison pages — write to us and say what is wrong and, if you can, what the correct version is. We fix errors and we note that a page has been corrected rather than editing it silently. Developers of the apps we compare ourselves against are particularly welcome to write in; if we have described your app unfairly or out of date, we will fix it.

Data and privacy requests

Requests to access or delete data go to the same address. In practice there is very little to request: the app has no accounts, and the only record we hold is a rounded coordinate and a push token if you have alerts enabled. Turning alerts off or deleting the app removes it. If you would like us to confirm or delete it manually, tell us the approximate coordinates and roughly when you enabled the alert, and we will find the record. The full detail is in the privacy policy.

Feature requests

Send them. We keep a list and a surprising amount of what has shipped came from it, because the people using an aurora app outdoors in February notice things that never occur to anyone testing indoors. The most useful request explains the situation rather than the solution: telling us that you could not read the map with gloves on is more actionable than telling us to add a button, because the button might not be the fix.

We will be honest when the answer is no, and it sometimes is. Cloud-cover overlays, for instance, get requested constantly and we have deliberately not shipped one, because cloud forecasting is a separate discipline with its own accuracy problems and a weak version would quietly undermine the honesty the rest of the app is built on. That may change. If we do it, it will be because we found a source we trust, not because the request count got high enough.

Accessibility

If something on this site or in the app does not work with a screen reader, at a larger text size, or with reduced motion enabled, that is a bug and we want the report. Aurora watching happens in the dark and often in the cold, so contrast, tap-target size and legibility at arm's length matter more here than the average app, and we would rather hear about a problem than assume there is not one. Tell us what you were using and what happened, and we will fix it.

What happens to your email

It goes to a mailbox that a person reads. We do not run it through a support platform that assigns you a case number, we do not add you to a mailing list, and we do not use the address for anything other than replying to you. If your message leads to a change in the app or a correction on the site, we will tell you when it ships rather than leaving you wondering. If we cannot help, we will say so plainly instead of going quiet.

We reply in English. If English is not comfortable for you, write in your own language and we will manage — a machine-translated message that we can act on is far more useful to us than no message at all.

What we cannot do

We cannot tell you whether you will see the aurora on a specific future night — nobody can, beyond a probability, and the honest reasons are set out in our piece on forecast accuracy. We cannot recommend tour operators or accommodation, and we do not take payment to do so. We cannot access your device or your Apple account. And we cannot process a refund, only support your request to Apple.