Support
Talk to a person
One address, read by the people who build Lona. A few things are quicker to do yourself, so those come first.
Quicker than writing to us
Write to support
Tell us the address on your account, what you expected to happen, and what happened instead. Those three things are usually enough to sort it in one reply — the address so we can find the account, the other two so nobody has to ask you to repeat yourself.
support@heylona.ai — the same address for everything below.
If you cannot sign in
Write from any address you can still reach and say which address the account uses. Everything you can ask us for works without an account, including deleting one.
If a reply crossed a line
Send us roughly what she said and roughly when. We read it, and it goes to a person rather than into a counter. You do not need to quote it exactly, and you do not need to explain why it bothered you.
Asking for your data, or asking us to delete it
Those are answered within 10 business days, counted from the moment you confirm the address is yours — until then we cannot tell whose data is being asked about. The copy we send is what you gave us and what we know about you: profile, the facts she has kept, the conversation, payments and subscription states.
Subscriptions bought through a store
If you subscribed through the App Store or Google Play, cancellations and refunds are handled by the store, not by us. We can point you at the right screen; we cannot press the button on your behalf.
If it is more urgent than a support queue
A support address is read during working hours, and that is the wrong tool for an emergency. Crisis support explains what Lona does when a conversation turns that way, and points at services that answer at any hour.
Lona is operated by Genio Group, Inc.