There is no ticket maze, no chatbot, and no tier-one script — not as a philosophy, but because we are small enough that the person answering you is the person who can fix it. Most problems below are solved faster by trying the fix than by writing to us, so we put those first.
Work through these in order. Each one resolves a different cause, and the first two fix most cases.
Distance is the single biggest factor. A server on another continent has to carry every packet there and back, and no amount of optimisation removes the speed of light. Choose the nearest location that suits what you are doing.
After distance, the usual causes are a congested server, a slow underlying connection, or peak-hour load on your own network. Try another location before assuming the app is at fault, and compare against your speed with the VPN off so you know what you are measuring.
This is almost always Android battery optimisation putting the app to sleep. In Settings → Apps → Lumo Veil → Battery, allow unrestricted background activity. Some manufacturers — particularly on Chinese Android skins — add a second, more aggressive layer of their own; search your phone model's name plus "battery optimisation" if the standard setting is not enough.
Some. Maintaining a tunnel and encrypting traffic is real work, and it happens whenever your phone is using the network. It is normally a modest, steady cost rather than a dramatic one. If you only need protection on untrusted networks, disconnect when you are back on a network you trust.
Expected. That service is now seeing traffic from the server's location rather than yours, and many services vary their content, pricing, or availability by region. Some also block traffic from known data-centre addresses outright. Switching to a location closer to home usually restores normal behaviour.
Banking apps are the most common example. If your bank refuses to work over the VPN, disconnect for that session.
Anonymised crash reports come to us automatically, which is how we learn something broke — but they do not tell us what you were trying to do. If you have thirty seconds, write to us with your phone model, your Android version, and what you were doing when it happened. That context is usually what turns a crash report into a fix.
Tap the connect control to disconnect, remove the VPN profile in Android's settings to revoke the permission, or uninstall the app entirely. All three are covered step by step on the download page.
You can make a request wherever you live, not only where the law requires us to accept one. The honest preview: the answer is usually short.
A copy of the personal data we hold about you, correction of anything inaccurate, deletion, a restriction on how we use it, a portable export, or an objection to processing based on legitimate interest. Section 10 of the privacy policy lists each right in full.
Email [email protected] with "Data request" in the subject. Tell us what you want and which country you are in, so we apply the right law. We may need to verify your identity before we act — and we will ask for the least that will do.
We acknowledge within 5 business days and respond substantively within 30 days, which is the GDPR deadline and the one we apply to everyone. If a request is genuinely complex we may extend, and we will tell you why before the 30 days are up.
Because we do not keep browsing history, connection records, or timestamps, an access request cannot return your activity — there is none to return. What we can produce is any support correspondence, and confirmation of the categories described in the privacy policy. That is not evasion; it is the entire point of the design.
Support, privacy requests, security reports, legal questions, and press all arrive at the same address. Put the topic in the subject line and it reaches the right person on the first try.
This is the same address published on our Google Play listing. If you ever see a different contact address claiming to be Lumo Veil support, check it against the listing before you answer it.
| Support | Something is not working |
|---|---|
| Data request | Access, deletion, correction, export |
| Security | Vulnerability reports — see disclosure |
| Legal | Notices, requests, and complaints |
| Abuse | Misuse of the service by someone else |
| Correction | Something on this website is wrong |
We would genuinely like the last one. If a claim on this site does not match what the app does, tell us and we will change the page.
Both are written to be read rather than survived — plain English, set large, with the fine print left in.