SUPPORT
Contact
Whether you are stuck on how something works or it simply is not behaving. Start wherever you need to.
Last updated: September 9, 2026
Email us
Questions about using the app, bugs, requests, Pro, and anything to do with personal information. Step-by-step instructions with screenshots are in Help & guides.
OK Planner support
info@lumo.tokyoWrite an emailThis opens your mail app. If it does not, write to the address above directly.
We reply by email, in Japanese or English. Some questions take a little while to check.
What you send is used to answer and investigate. See the Privacy Policy for details.
What helps us help you
Whatever you know is enough. You do not need all of this up front.
- What you did, and what happened
- What you expected instead
- Your device, OS version and app version
- The exact wording of any error
Please do not send full diary entries, private photos, your Apple Account password or card numbers. If you attach a screenshot, cover any task names or personal details first.
Common questions
I want to cancel Pro
On iPhone: Settings → your name → Subscriptions → OK Planner. Deleting the app or emailing support does not cancel it. You normally keep Pro until the end of the period you have paid for.
I bought Pro but cannot use it
Check you are signed in with the same Apple Account you bought with, then tap “Restore purchases” on the Pro screen. A purchase waiting on someone’s approval, or a poor connection, can also delay it.
If that does not help, tell us what the message says. We do not need payment details or passwords.
I want a refund
Purchases made through the App Store are refunded by Apple. Whether one applies is decided under Apple’s conditions and applicable law, including any statutory right you have where you live.
Tasks are not showing on Apple Watch
Check that Pro is active, that the iPhone and Watch are paired, and that Watch sharing is on in the app’s settings. Marking a task done from the Watch works when it can reach your iPhone.
Voice input is not working
Check microphone permission in your device settings. It needs a supported device, language and recognition model, and the first setup may need a connection. When it is unavailable, you can still type an entry.
I want my records on another device
In the app: Settings → iCloud sync → turn on “Sync with iCloud”. It is off by default and does not need Pro. Use the same Apple Account on each device. “Sync now” and “Last synced” show you where it stands.
If it will not sync, check the message shown, that you are signed in to iCloud, your connection and your iCloud storage. Syncing is attempted while the app is open. In some setups it cannot run, and your records stay on the device meanwhile.
How deletion and storage work
You edit and delete records in the app. With iCloud sync on, edits and deletions travel to your other devices. It is not a backup that rolls back to an earlier state. Turning sync off does not erase records on the device or in iCloud.
Photo files detached from a record are not currently removed from iCloud automatically. See how records are kept and deleted. Device backups and files exported earlier are managed where they are stored.
Support cannot view or restore records that exist only on your device. Restoring a purchase does not bring diary data back.
Who operates OK Planner
OK Planner is operated from Japan.
- Operator
- 上野太郎
- Responsible person
- 上野太郎
- Contact
- info@lumo.tokyo
- Address and telephone
- Disclosed without delay on request. Email us with “Request for seller information” in the subject.
Japanese law requires a specific statutory seller disclosure for online sales, published in Japanese at 特定商取引法に基づく表記. That page is the authoritative filing; the details above restate it in English.
Requests about personal information
To request access, correction, restriction or deletion of personal information we hold, write with a subject making that clear. We will carry out identity checks to the extent needed and respond in line with applicable law, including the GDPR or UK GDPR where these apply to you.
Records that exist only on your device are not accessible to us; you manage those in the app.