Customer Support

Support

This page explains how to contact Lumia AI, what our support team can help with, and how billing issues should be routed.

Last updated: March 18, 2026

Contact support

Primary channel

koodi@koodi.com.co

Use the email linked to your account when contacting support.

Languages

English / Spanish

Support may be handled in either language.

Scope

Technical + billing

Support covers account, product, billing, privacy, and abuse.

Terms of Service
Privacy Policy
Support
How can I help you?
Refund Policy
Delete Account

Table of contents

01

1. Contact channel

02

2. What support can help with

03

3. Response expectations

04

4. Billing by purchase channel

05

5. Verification and urgent risk reports

Need a direct answer?

For legal, billing, privacy or account questions, contact our team and include the email linked to your Lumia AI account.

Email

koodi@koodi.com.co

Best channel for privacy, billing and account requests.

Website

https://www.lumia-ai.co

Official public landing page and policy hub.

1

1. Contact channel

Email is the official route for account-specific requests.

For technical issues, billing questions, privacy requests, abuse reports, or legal notices, contact koodi@koodi.com.co. Please write from, or clearly identify, the email linked to your Lumia AI account.

2

2. What support can help with

Support covers operational matters tied to Lumia AI.

  • Login, account access, and subscription status questions.
  • Technical problems involving the landing page, web app, or supported mobile experiences.
  • Billing, renewal, cancellation, privacy, and deletion requests.
  • Security concerns, abuse reports, unlawful content, or Terms violations.
3

3. Response expectations

Support is not a guaranteed SLA service.

We aim to review most support requests within three business days. Cases involving payment providers, fraud checks, or ownership verification may take longer. Response times are targets only and not contractual commitments.

4

4. Billing by purchase channel

The correct route depends on where you subscribed.

  • Web purchases: contact us and, where applicable, Paddle may process cancellation or refund workflows.
  • Apple App Store purchases: Apple handles cancellations and refunds under Apple rules.
  • Google Play purchases: Google handles cancellations and refunds under Google Play rules.
  • Entitlement sync issues may still be investigated by Lumia AI even when payment is store-managed.
5

5. Verification and urgent risk reports

We may need to confirm ownership before acting on sensitive requests.

For security reasons, we may request verification before disclosing account information, deleting data, or assisting with other sensitive account actions.

No emergency service

Lumia AI support is not an emergency response service and should not be used for urgent medical, legal, police, or safety-critical matters.