Frequently Asked Questions by Categories
If you have questions about using the Alux App or the Courses area, see the answers below.
Is there a way to listen to the content even if there is no network connection?
You can only access the content on the app with internet or mobile data connection.
How do I create notes?
You can create notes whenever you listen to the lessons and stories.
Once you listen to a lesson or story, you will see a Notes icon at the bottom of your screen. Click it and you will be able to type in your notes.
To view your Notes, go to the Account tab > Your notes.
Where can I find the past daily lessons?
“Past Daily Lessons” can be currently seen in the Account page.
If you try to restore purchases and nothing happens or you get an error
Make sure that you’re signed in with the same Apple Id (if you’re using an iPhone) or Google Play Account (if you’re using an Android), that you used to make the purchase. Also, make sure that in-app purchases are allowed on your device.
The app freezes or stops and I have to exit the application.
We understand how frustrating this issue may be, but don’t worry. Our mission is to make sure each user has a smooth Alux Experience so we will always be available to help if there are any issues.
Before we dive into the troubleshooting process, please make sure that you are using the latest version of the app. If you’re not, please update the app.
If the problem persists, send us an email at support@alux.com answering the following information:
– Please state the model and version of your device.
– Does this happen when on Wi-Fi and/or with data connection?
– If possible, send us a screen recording of the issue happening.
– Have you tried uninstalling and installing it again to see if it solves the issue?
I’d like to pay for a subscription but I keep getting an error saying: “Couldn’t restore purchases. There seems to be an error. Please try again later.”
This error usually shows when your Alux account or your Apple Id/Google Play Account was previously used to purchase content on a different Alux account.
Because content purchased is linked to both Alux account and Apple Id/Google Play Account, content can only be unlocked when both are used at the same time.
If you’re still having trouble, contact us at contact@alux.com.
I haven’t received any new daily lessons.
This might just be happening because you are not using the latest version of the app. If you have updated to the latest version and you are still experiencing this issue, then make sure that you are logged into the app using the same email that is linked to your App/Google Play ID, which purchased the subscription.
I bought a subscription but still cannot access the Alux Packs.
The Alux Packs are only available once you purchase a subscription and you finish the free 7-day trial. After 7 days, you will be able to access the Alux Packs.
I bought a subscription but still cannot access the paid content.
Once a subscription is purchased, you will have access to paid content.
Each purchase or subscription made is linked to your Apple Id/Google Play Account and with a specific Alux account.
If you are not sure what email you used to sign in or you’re still having trouble, contact us at contact@alux.com.
What happens to my account if I change my phone or mobile device?
The progress of the free lessons is stored locally on the phone. If you change your device and log in to your app, that progress will not be carried over.
If you have purchased a subscription and changed your device, you have to go through the First Alux Experience again.
What’s the difference between lifetime access and paid subscription?
The lifetime access is applicable to one learning pack, and with that you get access to one pack for life. However, you do not get access to the daily lessons.
With the subscription, you will be subscribed to all the daily lessons and you will also get access to the learning packs. The weekly stories are free.
To get the lifetime access, simply click Lifetime Access on the top right of the learning pack.
What is the cancellation and refund policy?
Alux app purchases and subscriptions are managed only via Apple App Store (for iOS) and Google Play Store (for Android).
How to request a refund:
Apple App Store: https://support.apple.com/en-us/HT204084
Google Play: https://support.google.com/googleplay/answer/2479637?hl=en
How to cancel your subscription:
Apple App Store: https://support.apple.com/en-us/HT202039
Google Play: https://support.google.com/googleplay/answer/7018481