We’re here to help.
For help with LUMA, email us with your Apple TV model, tvOS version, and a brief description. Never include passwords or payment details.
Email supportFrequently asked questions
How does the free trial start?
Once the app is released, choose “Start 7-day free trial” and confirm the free transaction through Apple. The seven days begin with that transaction, not simply downloading the app.
Will I be charged after seven days?
No. This is not a subscription. After the trial, starting sessions and using the collection require a separate one-time purchase that you explicitly confirm. Favorites and mixes are retained.
How do I restore access?
Use the same Apple Account, then Settings → Purchases → Restore purchases. Restoration does not start a new trial; it restores the remaining original trial or your permanent purchase.
Does LUMA replace the system screensaver?
LUMA provides full-screen ambience while open. It does not replace the Apple TV system screensaver or change your television’s power settings.
Are the scenes native 4K camera recordings?
Video renditions are 3840×2160 UHD. Some scenes are AI-generated at a lower resolution and upscaled; they are not all represented as native 4K camera footage.
What if there is no sound?
Check nature and music levels in the Sound panel, your Apple TV audio route, and your television volume. Music does not start automatically before selection.
Where can I get help with payments or refunds?
Apple handles payment and refund requests for App Store purchases. Visit Apple purchase support.