Support
We can help with logging, personalized sleep prediction, accounts, Cloud Sync, subscriptions, widgets, and import or export. Please do not send passwords, authentication tokens, or more baby detail than needed.
Contact
hexacanvaslabs+support@gmail.com
General support, privacy requests, and security reports all use this email. We aim to acknowledge general support requests within 2 business days; acknowledgement is not a guaranteed resolution time.
Use “Privacy Request” in the subject for privacy matters and “Security Report” for security matters. Do not send passwords, authentication tokens, live credentials, or unnecessary baby information.
App languages: English, Simplified Chinese, and Traditional Chinese.
What to include in a support request
These details help us reproduce an issue without collecting more than we need:
- LumaNest app version (Settings / About)
- iOS version
- Device model (for example iPhone 15)
- What you did, what you expected, and what happened
- Whether you were signed in and whether Cloud Sync was on
Please do not send passwords, authentication tokens, or unnecessary sensitive baby details.
FAQ
A few of the questions parents ask first. The full FAQ lives on its own page.
- Can I use LumaNest without signing in? Where is my data?
- Yes. Sleep, nursing, bottle, solids, and diaper logging; personalized on-device prediction; and trends can be used locally without an account. Home Screen and Lock Screen widgets, App Intents, and the Live Activity timer are unlocked with LumaNest Plus and also run on device. Without Cloud Sync, profiles, records, and model files normally stay on that device.
- What is the difference between signing in and turning on Cloud Sync?
- Signing in identifies an account. Cloud Sync is a separate optional feature. Existing local records are uploaded only after you explicitly enable Cloud Sync and confirm the offered local-to-cloud setup.
- Are sleep predictions medical advice? What if I’m worried about my baby’s health?
- Personalized predictions begin once your baby is at least 2 months corrected age and has enough recent sleep history. LumaNest needs at least 5 qualifying days in the last 30 days. Relevant records on the device, including records received through Cloud Sync, may train or calibrate a separate model for that baby on that device. Predictions are caregiving references only, not medical advice, diagnosis, treatment, emergency support, or a guarantee. Contact a qualified healthcare professional about health or safety concerns.
- How do I delete a record, a baby, local data, or the whole account?
- Delete an individual record or baby through its in-app confirmation. Clear local data to erase only the current device. To delete the account and cloud data, use Profile → Account → Delete Account, reauthenticate, and confirm. Account deletion does not cancel an Apple subscription.