Support

Need help with LUCY? This page covers the most common questions about accounts, Rooms, subscriptions, and safety, plus how to reach us directly. LUCY is operated by Blue Ocean Digital Private Limited ("Blue Ocean Digital", "we", "us", "our").

1. Contact us

The fastest way to reach us is by email — we aim to respond within 2 business days.

Blue Ocean Digital Private Limited
Blue Ocean Building, No.12, 2, Sajjan Rao Rd, Parvathipuram, Vishweshwarapura, Shankarapura, Bengaluru, Karnataka 560004, India
Email: support@lucyplatform.com
Phone: +91 80 3869 0777

2. Account and sign-in

Signing in. LUCY accounts are created and authenticated through Firebase Authentication, using email/password, Google, or Apple sign-in. If you signed up with Google or Apple, use the same provider to sign back in — LUCY cannot look up or reset a password for accounts created that way.

Forgot your password?Use "Forgot password" on the sign-in screen (email/password accounts only). If you no longer have access to the email on your account, contact us at support@lucyplatform.com.

Deleting your account. You can delete your account and associated personal data at any time from in-app account settings, or by emailing support@lucyplatform.com. See our Privacy Policy for what deletion covers and how long it takes.

3. Rooms and anonymity

Rooms are small, moderator-facilitated live audio sessions capped at a small group size. You participate under an in-Room display identity that's separate from your verified account — this is a product feature meant to lower the barrier to speaking up and learning, not a guarantee of full anonymity. Your account is still tied to a verified identity for safety and moderation purposes.

Reporting abuse or a bad experience in a Room. Room hosts and moderators can remove disruptive participants directly. For anything that needs our attention — harassment, hate speech, impersonation, or unlawful content — email support@lucyplatform.com with the Room name, approximate time, and a description of what happened.

4. Subscriptions and billing (Pro LUCY / Super LUCY)

Paid tiers and any other in-app purchases are billed through the Apple App Store or Google Play Store, and follow their respective billing, renewal, and refund policies. We don't process or store your payment card details.

Managing or cancelling a subscription. Subscriptions renew automatically unless cancelled before the renewal date — manage or cancel yours from your Apple ID account settings (iOS) or Google Play account settings (Android), not from within LUCY.

Refunds.Because purchases are processed by Apple or Google, refund requests go through their support channels (App Store > Report a Problem, or Google Play > Order history). If you believe you were charged in error and need help on our end, contact support@lucyplatform.com with your order/purchase details.

5. Levels, Avatars, and the ASK framework

Levels, Avatars, Stages, and your ASK (Attitude, Skill, Knowledge) profile reflect your activity on LUCY and are a personal-growth and engagement feature, not an externally verifiable credential unless issued as a certificate through a Pro LUCY course. If your progress looks wrong after normal use (e.g., a completed session didn't count), email us with the Room/course name and approximate date and we'll look into it.

6. Bug reports and feedback

Found a bug, or have a suggestion? Email support@lucyplatform.com with:

• What you were trying to do, and what happened instead
• Your device and app version (iOS/Android, and the LUCY version from your app store)
• Screenshots or screen recordings, if you have them

7. Safety and content concerns

If you encounter content or behavior that violates our Terms and Conditions — harassment, impersonation, unlawful or sexually explicit content, or attempts to circumvent Room moderation or account verification — report it via the in-app reporting option where available, or email support@lucyplatform.com. We review reports and may suspend or terminate accounts that violate our Terms.

8. Privacy and your data

For details on what information we collect, how we use it, and your rights over it (access, correction, deletion, portability), see our Privacy Policy. Privacy-specific requests can also be sent to support@lucyplatform.com.