Help for setup, billing, and account issues
Support requests are handled by email. Include the Apple Sign-In email tied to your account and a short description of the issue so the team can verify and respond faster.
Email SupportBefore You Contact Support
Most issues can be resolved quickly by checking the following:
- Make sure you are running the latest version of Luxen from the App Store.
- Verify that Luxen has Always location access in iPhone Settings.
- Check that notifications and background app refresh are enabled for Luxen.
- If Face ID bypass fails, hold steady for the full duration. Quick taps will not trigger it.
- For subscription issues, confirm you are signed into the correct Apple ID.
FAQ
How do I set my wake time in Luxen?
Open Settings, then Wake time. Luxen locks your selected apps at this time each morning. Pick the time you actually wake up, not aspirational.
How does the emergency bypass work?
A sustained Face ID hold lifts the app block early. Designed so reflexive thumb-flicks will not trigger it. The bypass is there for real emergencies.
Why 100m from home?
Far enough that you have genuinely been outside, light on your eyes, blood moving. Close enough that it is not punishing. End of the block, basically.
Which apps does Luxen lock?
Whichever you choose. Most people pick Instagram, TikTok, X, email, and news. You can update the list any time in the app.
My morning lock did not trigger. What happened?
Check that Luxen has Always location access, background app refresh is on, and notifications are enabled. Focus modes can suppress the nudge but the lock still engages.