A real person reads every message.

What to expect

We aim to reply within five working days, and usually sooner. Please write from the email address your Lumo account is under, or tell us which address it is. It is the fastest way for us to find your account.

If your message is about an order or a task, including the product or the task and roughly when it happened helps us pull up exactly what Lumo did and why.

Things people ask about

Lumo stopped part way through a checkout.

Some shops ask for things only you can do, such as signing in, passing a security check or paying. Lumo hands the shop's page to you at that point and tells you why. Finish there, and the order still comes back to Orders.

I paid, but the order isn't showing.

Lumo spots the order confirmation on its own. If the shop's confirmation page didn't load, tap "I've paid" in the checkout and Lumo will check the order for you.

Something is wrong with an order.

Open it in Orders and tell Lumo what happened: a missing delivery, a damaged item or a charge that looks wrong. With your go-ahead, it contacts the retailer and handles the follow-ups.

I want to return something.

Open the order in Orders and ask Lumo to help with the return. Returns follow the retailer's own policy.

I was charged a fee I didn't expect.

A purchase fee is shown before you approve the purchase, and refunded if the order is cancelled or returned. Fees for refunds, bills and cancellations are only charged once the outcome is confirmed. If one looks wrong, email us and we will look at it properly, and refund it if we got it wrong.

A money task is stuck or hasn't moved.

Open the Save tab. A task waiting on you says so at the top, and most stalls are waiting on a sign-in or an answer. If it says it is waiting on the company, it is, and we will chase it.

Something Lumo sent in your name reads badly.

Tell us. Every message goes out only after you approve it, but if the draft was poor that is our problem to fix, not yours to proofread.

You want to disconnect a bank or email account.

Account tab, then the connection, then remove. Access is revoked immediately.

You want to delete your account.

See delete your account. You can do it in the app or by emailing us, and you do not need the app installed.

Making a complaint

If something has gone wrong and you are not happy with how we have handled it, say so plainly in an email to support@lumoapp.org and put the word complaint in the subject line, so it is routed as one rather than as a question.

We will acknowledge it within five working days and aim to resolve it within eight weeks. We will tell you what we found, what we are doing about it, and what happens next if you are still unhappy.

If your complaint is about how we handle your personal data and you are not satisfied with our response, you can raise it with the Information Commissioner's Office at ico.org.uk/make-a-complaint. You can go to the ICO at any point, but we would rather have the chance to put it right first.

Reporting a security issue

If you believe you have found a vulnerability, email support@lumoapp.org with "security" in the subject line and as much detail as you can. Please do not test against other people's accounts or data. We will respond quickly and we will not take action against anyone who reports something in good faith.

Who you are dealing with

Lumo is not a bank and does not provide financial, tax or legal advice. Our Terms of service and Privacy policy set out the rest.