Support
Last updated: July 25, 2026
Something not working, or a question about your subscription? Email support@lunela.app and a real person will reply, usually within two business days. Tell us the child profile name and roughly when the problem happened — that is enough for us to find it.
Getting started
How do I sign in? Lunela uses Sign in with Apple only. There is no password to create or forget. Your Apple ID is not shared with us beyond an identifier, and an email address only if you choose to share one.
Nothing happens after I tap “Dream up tonight’s story”. The first story of a new world takes around twenty seconds to write, and the narration is prepared just after the text. If it takes noticeably longer, close and reopen the app — an unfinished story resumes rather than starting over.
Which devices? iPhone. There is no iPad or Android version yet — the App Store listing shows the iOS versions Lunela supports.
Stories and audio
Can I change my child’s details later? Yes — Profile → Edit Profile. Age, pronouns, interests and the themes you want gently explored can all be changed, and the next episode picks them up.
The narrator’s voice isn’t the one I chose. Profile → Reading Preferences sets the narrator for every story. If a story was already narrated in another voice, it re-narrates the next time you open it.
A story didn’t feel right for my child. Tell us — support@lunela.app. Every story is checked automatically before it reaches your child, but if something slipped through we want the example, because that is how the filters get better.
Can I stop the background sounds? Yes, the ambient track is optional and can be turned off while a story plays.
Recording your own voice
How does it work? On any paid plan you can record about thirty seconds of your own voice, and stories are then read in it. The recording is sent to ElevenLabs, which creates the voice; we do not keep the raw recording.
How do I delete a voice? Profile → Reading Preferences → remove the voice. It is deleted from ElevenLabs as well as from Lunela. A voice that has not been used for a year is deleted automatically. If your plan has ended, the voice stays in that list so you can still remove it — you simply cannot play stories in it until you subscribe again.
Only record your own voice. Please do not record someone else without their knowledge.
Subscriptions and billing
What is included? Lunela is free to try — three episodes, once. Family gives 25 stories a month. Premium gives 30 a month plus optional HD narration. Reading in your own voice is included with both paid plans, at no extra cost.
How do I cancel? Subscriptions are billed by Apple, not by us, so cancelling happens in your Apple account settings. You keep access until the end of the period you have already paid for.
I paid but the app still shows the free plan. Open the paywall and tap “Restore purchases”. If that does not fix it within a few minutes, email us — we can see the purchase on our side and put it right.
Refunds. Purchases go through Apple, so refunds are requested from Apple at reportaproblem.apple.com. Tell us as well if something went wrong; it helps us fix the cause.
Switching plans. Moving from Family to Premium takes effect immediately. Moving between monthly and yearly on the same plan takes effect at your next renewal.
Your data
How do I delete my account? Profile → Delete account. This permanently removes your child’s profile, every story and recording, and any voice you created. It is immediate and cannot be undone. Deleting the account does not cancel an Apple subscription — cancel that separately in your Apple account settings.
What is sent to AI services? Your child’s age range, pronouns and chosen interests go to OpenAI to write and narrate the story. Your child’s name is never sent — stories are generated with a placeholder and the name is added on our side. The full picture is in our Privacy Policy.
Privacy questions go to privacy@lunela.app.
Still stuck?
Email support@lunela.app. Also see our Privacy Policy and Terms of Service.