Lume VPN

Support

Need a hand? Here's how to get unstuck on iPhone, iPad, or Mac — and how to talk to a real person.

Quick answers

Lume won't connect on iPhone or iPad.

  1. Make sure your device is on iOS 18 or newer.
  2. Try a different server from the picker on the Home screen.
  3. Turn Airplane Mode on, wait a second, turn it off. Lume sets the tunnel back up automatically.
  4. Still stuck? Open Settings → General → VPN & Device Management → Lume on your phone, remove the profile, and connect again.

Lume won't connect on Mac.

  1. Make sure your Mac is on macOS 15 (Sequoia) or newer.
  2. Try a different server from the Servers tab.
  3. Toggle Wi-Fi off and back on. Lume reconnects automatically when the network reappears (this is the kill switch behaviour, which you can disable in Settings → Network).
  4. Still stuck? Open System Settings → Network → VPN on your Mac, remove the Lume profile, and connect again from the app.

A streaming service still says I'm on a VPN.

Streaming services update their checks often. Try one of the streaming servers (Tokyo, London, New York are best kept). If the same service blocks you on every server, email [email protected] and tell us which service and which server you tried.

It won't connect at work or at school.

Some networks block every VPN they can detect. Lume slips past most of them, but a strict corporate or school network can block everything, including us. If your IT team has set the rule, only they can change it.

Does my subscription cover iPhone and Mac?

Yes. Lume ships under a single App Store product page (Universal Purchase), which means one subscription unlocks Premium on every Apple device signed in to the same Apple ID. Buy it on your iPhone, sign in to the same Apple ID on your Mac, done.

How do I cancel my subscription?

Apple manages your subscription. Cancel from any device signed in to your Apple ID:

We can't cancel for you — only Apple can.

How do I get a refund?

Refunds are handled by Apple at reportaproblem.apple.com. Sign in with your Apple ID and pick the Lume charge — same flow whether you bought on iPhone or Mac.

How do I delete my account?

In Lume, go to Settings → Account → Delete account(on either iPhone or Mac). That removes your account from our side. If you used Lume without signing in, just delete the app — there's nothing on our side to remove.

I forgot which email I signed in with.

Email [email protected]from the address you think you used and we'll help.

How do I move my anonymous account from iPhone to Mac?

The fastest path is to sign in to Lume on both devices using the same email (Clerk) — your subscription transfers automatically. If you're using anonymous mode and don't want to sign in:

  1. On iPhone: open Settings → Account → Copy anonymous key.
  2. On Mac: open Settings → Account → Adopt iOS anonymous key… and paste it.

Mac-only features, briefly

What's included

Privacy in one sentence

We don't keep records of what you do online while Lume is on. Full details are in the privacy policy.

Talk to a person

We aim to reply within one business day.

Who we are

Lume is built and published by Appwide OÜ, Tallinn, Estonia.