Restore a purchase
Open Lutri, go to Settings, and tap Restore purchases. Use the same Apple Account or Google account you bought with. Nothing is charged again.
To share a purchase across supported platforms, sign in to the same optional purchase account on each device. To link an earlier mobile purchase, open Your purchase account in the app and choose Restore store purchases to this account. Website purchases appear after you sign in and refresh purchases; store Restore alone cannot find a website purchase.
Cancel or change a subscription
The store bills and manages subscriptions. In the app, Settings, then Manage subscription, takes you to the right place.
- On iPhone: open Settings, tap your name, then Subscriptions, then Lutri.
- On Android: open Google Play, tap your profile picture, then Payments and subscriptions, then Subscriptions, then Lutri.
Cancel at least 24 hours before a renewal date to avoid being charged for the next period. Deleting the app does not cancel a subscription.
Ask for a refund
The App Store or Google Play takes the payment, so only they can refund it. On iPhone, ask Apple at reportaproblem.apple.com. On Android, open your order history in Google Play, choose the purchase, and ask for a refund there.
If you are not sure which store charged you, the receipt in your email says.
For a website payment processed by Stripe, contact support@lutri.app. Website subscriptions can be managed from Purchase account, then Manage subscription in its original store. Signing out or deleting a purchase account does not cancel billing.
Search does not find what is in the picture
Searching by what is in a picture needs the on-device visual model. In Lutri, tap Download on the Search screen, on the Indexing screen, or in Settings under On-device model. It is about 388 MB, downloaded once with a live progress bar, and best on Wi-Fi. Until it is there, Lutri finds photos by their file names, dates, and the text in them.
As soon as the download finishes and passes its on-device check, Lutri starts indexing your photos for scenes and objects automatically in the background. You can keep searching while it works, and new visual matches appear as each batch finishes.
Indexing is slow or paused
By default Lutri indexes only while the phone is charging, and prefers 10 PM to 7 AM, to reduce the impact on battery use. A large library can take several batches. Open Settings and look under Indexing:
- Turn off Only while charging or Prefer night hours to let it work at any time.
- Make sure Pause indexing is off.
- Raise Batch size to index more items per run.
- Low power slows indexing on purpose; turn it off for full speed.
Progress, under Indexing, shows how many items are done, why a batch is waiting, and lets you tap Check for new.
A photo or video is missing from search
Lutri can only read the media you allow. To include more items, open Lutri’s permissions in your phone’s settings and review photo and video access. The free version indexes up to 150 media items; Full Access removes that limit. Cloud-only media must be downloaded to the phone before Lutri can read it.
Delete what Lutri stored
To delete your optional Lutri purchase account, open Purchase account on this website, sign in, expand Delete purchase account, and choose Delete my purchase account. In the app, open Settings, Your purchase account, then Delete purchase account. A recent sign-in is required. This deletes your Firebase sign-in profile and disconnects shared access; it does not cancel billing. Cancel renewals in the original store first.
In Settings, tap Clear search index. It deletes the index and the small previews Lutri made, and never touches your photos. Removing the app deletes everything else it keeps.
Purchase services keep billing and technical records outside your phone, including the RevenueCat record associated with your installation’s random ID. To request deletion or use another privacy right, email us with your support ID from Settings under About. Please do not send personal photos.
Send your deletion request to support@lutri.app with the subject Lutri data deletion. We will respond within the period required by law, usually 30 days. We can request deletion of the RevenueCat record for your installation and delete support correspondence when it is no longer needed. Records that a store or payment provider must retain for its own legal obligations follow that provider’s retention policy. See the Privacy Policy for details about retention and your rights.
Search spoken words in videos and voice memos
In Settings, under Indexing, turn on Include voice memos. Android then asks for permission to read audio files. Recordings are listed by their file names and dates, and spoken words are transcribed on your phone so you can search what was said.
Speech in videos is indexed with the videos you allow Lutri to read. The bundled speech model runs on your phone and does not need the optional visual-model download. Speech indexing covers up to the first 90 seconds of each file; background noise and unclear speech can affect results.
Search a word or phrase you remember. Full Access also shows spoken excerpts and where they were said. Lutri reads existing media; it does not record through your microphone or upload recordings or transcripts.
Report a problem
Email us your phone model, the version of iOS or Android, and what happened. If the problem involves a purchase, add your support ID from Settings under About. Tapping Contact support in the app fills in your system version and support ID for you. A screenshot of the problem helps. Please do not attach personal photos; we do not need them.