Help Center

After payment, your license is activated automatically against the phone number used during checkout. Try these steps:

• Make sure you are logged in with the same phone number used at purchase
• Close and reopen the Lumo popup to force a fresh license check
• If the issue persists after 5 minutes, email support@lumo.app with your phone number and transaction reference

Work through this checklist:

• Ensure you are on the ZAAD merchant portal (mymerchant.telesom.com) and are logged in
• Verify your ZAAD credentials in the Lumo popup are correct — re-enter them if unsure
• Check that the "Auto Transfer" toggle is enabled in the popup
• Confirm your license is active (look for green "Active" status in the popup)
• Make sure your transfer threshold is set and your current balance meets or exceeds it
• Try refreshing the ZAAD portal page

The ZAAD portal ends inactive sessions after a period of inactivity. Lumo uses a keep-alive mechanism to maintain the session, but if the portal tab is closed or Chrome's background activity is suspended by the OS, the session may still expire.

• Keep the ZAAD portal tab open in Chrome while Lumo is running
• Avoid suspending Chrome or putting your computer to sleep for extended periods
• When notified of a session expiry, Lumo will automatically attempt to re-login using your saved credentials

We offer a 30-day money-back guarantee for all new subscriptions. To request a refund:

• Email support@lumo.app with the subject line "Refund Request"
• Include your phone number and the ZAAD/EVC+ transaction reference from your payment
• We will process the refund within 3–5 business days to your original mobile money account

To delete your account and all associated data:

• Email support@lumo.app with the subject line "Delete My Account" and include the phone number on your account
• We will delete your Supabase account data within 7 business days
• To remove locally stored credentials immediately, uninstall the Lumo extension from Chrome (chrome://extensions)

Each Lumo license is currently tied to a single active device. Running the extension on multiple devices simultaneously is not supported in the current plan.

If you need multi-device access, please contact support to discuss options.

Your ZAAD PIN and username are encrypted using AES-256-GCM before being stored in Chrome's local storage. The encryption key is derived from a device-unique identifier using PBKDF2/SHA-256 with 100,000 iterations — meaning it never leaves your device.

Lumo's servers never receive your credentials. We physically cannot access them. For full technical details, see our Privacy Policy — Local Credential Storage section.