**Contact & Subscription Help | Lumavik**

> One email address for everything, plus step-by-step instructions for cancelling a Lumavik subscription on iPhone or Android and requesting a refund from Apple.

Source: https://lumavik.org/contact/

[Home](https://lumavik.org/) /Contact

# Contact

**support@lumavik.org**
One address for everything — bugs, refunds, corrections, data requests, or telling us a
forecast was wrong. A person reads it, usually within two working days.
[Write to us →](mailto:support@lumavik.org)

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.

How to cancel on iPhone or iPad

1. Open the Settings app.
2. Tap your name at the very top of the screen.
3. Tap Subscriptions. On older iOS versions this sits under Media & Purchases, then View Account, then Subscriptions.
4. Tap Lumavik in the list of active subscriptions.
5. Tap Cancel Subscription, then confirm. If you only see "Cancel Free Trial", that is the same button during a trial.

If Lumavik does not appear in the list, the subscription is either already cancelled
or was purchased with a different Apple ID than the one currently signed in. You can
also manage it at any time from the App Store app: tap your profile picture, then
Subscriptions.

How to cancel on Android

1. Open the Google Play Store app.
2. Tap your profile icon in the top right corner.
3. Tap Payments & subscriptions, then Subscriptions.
4. Select Lumavik.
5. Tap Cancel subscription and follow the prompts.

Lumavik is not on Google Play yet, so these steps are here for when the Android
version ships. If you subscribed on an Android device to something billed as Lumavik
today, it was not us — contact us and we will help you work out what it was.

How to ask Apple for a refund

1. Go to reportaproblem.apple.com in a browser and sign in with your Apple ID.
2. Find the Lumavik purchase in the list.
3. Choose Request a refund, pick the reason that fits, and submit.

Apple decides refunds under their own policy and we have no ability to approve or
reject one. If you were charged unexpectedly — a trial you thought you had cancelled,
or a renewal you did not expect — email us anyway. We cannot move the money, but we
can confirm what the app's records show, and that has helped people make their case.

Restoring a purchase on a new device

Open Lumavik, go to Settings inside the app, and choose Restore Purchases. Because
there is no account, entitlement travels with the Apple ID that bought it, so sign in
with the same one. If the restore does not find it, check that you are signed into
the correct Apple ID and that the subscription is still active in Settings. If it is
active and the app still will not unlock, email us with the approximate purchase date
and we will look into it.

## 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](https://lumavik.org/tools/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](https://lumavik.org/privacy/).

## 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](https://lumavik.org/skywatch/aurora-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.

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