support
Something not working, or not feeling the way you hoped? Here is how to reach a person, and the answers to the things people ask most.
reaching us
The fastest way is from inside the app: open Settings with the gear on the main screen and tap Get in touch. Your setup rides along with the message, so the reply can be useful straight away instead of starting with a round of questions.
If you cannot open the app, write to otasimaz@gmail.com.
Lubb is made by one person, so a reply usually takes a day or two.
it doesn't feel right
This is the most common thing people write about, and it is almost always tuning rather than a fault.
- Put the phone under the edge of the pillow, not under the middle of your head.
- Tap the heart on the main screen to feel a single beat. It is the fastest way to judge a change without starting a session.
- Drag the heart up or down to change the pace: up is faster. There is no separate slider.
- Feel moves the beat between round and crisp. Round is softer and duller, crisp is tighter and more defined.
- Strength sets how hard it lands.
Transmission varies a lot between pillows, so the defaults are a starting point rather than an answer: thick memory foam swallows more than a thin pillow does. Pillows soak up a lot, so start strong and ease down only if the beat feels too insistent.
nothing at all
Lubb plays the beat through the Taptic Engine, so it needs a real iPhone. It cannot work on a Mac or an iPad.
If you feel nothing on an iPhone, open Settings on the phone, then Sounds & Haptics, and check that System Haptics is switched on. Lubb cannot override that setting.
You can also switch on Heartbeat sound in the app's settings for a quiet audio layer alongside the beat.
the screen stays on
That is Lubb working, not a bug. iOS only lets an app play haptics while it is in the foreground, so the screen has to stay on for the beat to continue. Lock the phone or swipe away and the beat stops.
The session screen is pure black for exactly this reason, which costs an OLED iPhone almost nothing. Even so, a full night is a long time for a screen to be lit, so start the night charged.
Never charge the phone under the pillow. A charging phone builds heat inside bedding, which is a fire risk. Charge before bed, then unplug for the night.
purchases
Lubb is free, and a free session runs for ten minutes. Lubb Plus unlocks the longer sessions: thirty minutes, two hours, and all night.
Restore a purchase. Open Settings in the app and tap Restore purchase. It also sits on the paywall. Restoring works on any iPhone signed in to the Apple Account that bought it, so a new phone needs no second purchase.
Cancel or manage a subscription. Plus is sold two ways: a yearly subscription, or a one-off purchase that never renews. If you bought the one-off there is nothing to cancel, and nothing about it will appear in your subscription settings. Subscriptions are handled by Apple, not by us. On your iPhone open Settings, tap your name, then Subscriptions, or go straight to apps.apple.com/account/subscriptions. Cancelling keeps Plus until the end of the period you have already paid for.
Refunds. Apple processes every payment, so refunds are Apple's to give: ask at reportaproblem.apple.com. If something went wrong with the app itself, write to us anyway and we will help where we can.
For comfort, not treatment. Lubb isn't a medical device.