Support
Last updated: August 22, 2026
Something not working, or a question about your subscription? Email [email protected] and a real person will reply, usually within two business days. Tell us the child profile name and roughly when the problem happened, and 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, and the App Store listing shows the iOS versions Lunela supports.
Stories and audio
Can I add another child? Yes: Profile, then the “+” beside your child’s picture. Up to three on one account, and each gets their own world, characters and season; tap a face to switch between them. The Shelf and tonight’s story always follow whoever is selected.
Do my children each get their own credits? No, and this is worth knowing before you add a second. A plan belongs to the account, not to a child: Starter’s 10 credits a month are 10 between everyone, not 10 each. The three free stories work the same way. Top-up packs are shared too. What is separate is the stories themselves: one child never sees another’s.
Can I remove a child? Not from inside the app, on purpose. If a profile was created by mistake, correct it in Profile → Edit Profile, where name, age, pronouns and interests can all be changed, and the next story picks them up. If you want to leave altogether, Profile → Delete account removes everything.
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 at [email protected]. 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. Not currently available in Canada: Quebec's biometric rules require a filing we have not made, and the App Store cannot separate Quebec from the rest of Canada. Everything else in Lunela works there normally. The recording is sent to our voice provider, 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 our voice provider 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, and 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 stories, once per device. After that, plans are measured in credits: Starter gives 10 a month, Plus 20, Premium 30. A bedtime story costs 1 credit, so those are the story counts too. Choosing HD narration costs 2 credits for that story, so a Premium month is 30 standard stories or 15 in HD, or any mix of the two. Re-reading a story you already have in a voice it has not been read in yet costs 1; hearing it again in a voice it has already been read in is always free. HD is available on every plan, including the free one: it costs a credit more rather than being locked to a tier. Reading in your own voice is included on every paid plan, at no extra cost.
Can I buy more credits without changing plan? Yes. Top-up packs of 5, 10 or 25 credits are sold in the app, they work on any plan, and they never expire: unused pack credits carry over month to month, unlike the monthly allowance, which resets.
How do I cancel? Subscriptions are billed by Apple, so cancel 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, and we can see the purchase on our side and put it right.
Refunds. Purchases are made through Apple, so refunds are Apple’s to decide, at reportaproblem.apple.com. The details are in our Refund Policy. Tell us too if something went wrong; it helps us fix the cause.
Switching plans. Moving up a plan, Starter to Plus or either to Premium, takes effect immediately. Moving down, or moving between monthly and yearly on the same plan, takes effect at your next renewal; you keep what you have paid for until then. Starter is sold monthly only; Plus and Premium also have a yearly price.
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? An AI writing service writes the story and checks it is safe, and receives your child’s age range, pronouns and chosen interests, but never their name, because both steps work from a placeholder and the name is added on our side afterwards. A voice service reads the story aloud, and does receive the finished story with the name in it; it cannot be spoken otherwise. Their exact age is never sent to anyone. The full picture is in our Privacy Policy.
Privacy questions go to [email protected].
Still stuck?
Email [email protected]. Also see our Privacy Policy and Terms of Service.