Support

Getting help

Everything you can do in Louyia happens in the mobile app. This website is informational: there is no sign-in here, no account settings, and no way for us to look at your account from this page.

If something is not working, email help.louyia@gmail.com with:

• What you were trying to do, and what happened instead.
• Whether you use Louyia as a customer or as a business.
• The name of the business involved, if the problem concerns one.
• Roughly when it happened.

Signing in

Louyia uses Sign in with Apple and Sign in with Google. There is no Louyia password, so there is nothing to reset.

You cannot get back into your account

Sign in with the same Apple or Google account you used when you first created it. A different identity creates a different Louyia account and will not show your cards or your business.

You used Hide My Email with Apple

That works normally. Sign in with Apple again on the same Apple ID and you will return to the same Louyia account.

You are on the wrong kind of account

A sign-in identity belongs to one account type — Customer or Business. If you signed up as one and need the other, email us and we will talk it through before anything is deleted.

Customer help

Joining a business

Open Louyia, go to Scan, and scan the QR code the business shows you. If you have a short invite code instead, enter it on the same screen. Louyia has no directory to search — you join the businesses you visit, using their code.

The camera will not open

Louyia needs camera permission to read a code. Turn it on in your phone’s Settings → Louyia → Camera, then try again. You can also join with the invite code instead, without the camera.

A card is missing

Check that you are signed in with the same Apple or Google account you used to join. If it is still missing, email us with the business name.

Loyalty cards, stamps and rewards

A stamp is missing

Stamps are added by the business from their own app, so the business is the right place to start — ask them to add it while you are there. If a stamp was added but is not showing on your card, email us.

Your reward is ready

When a card is full, the reward the business set is ready to use. Show it to the business on your next visit. The reward, and what it takes to earn it, are decided by the business and not by Louyia.

A business changed or stopped its program

A business can change its own program. Speak to the business first. If you think Louyia is being misused, tell us and we will look into it.

Appointments

Booking a time

Where a business takes appointments through Louyia, open its profile, choose a service and pick from the times it has open. You will be told when the business confirms, reschedules or declines.

Changing or cancelling

Open the appointment in Louyia to cancel or ask to reschedule. Some businesses set their own cancellation policy, which you are shown before you book — that policy is the business’s, and it applies.

Payment

You pay the business directly, at the business. Louyia does not take payment for appointments and cannot issue a refund for one.

Business help

Setting up your loyalty program

Choose the reward and how many stamps it takes, then set the card’s colours and add your logo. Your clients see the card exactly as you design it.

Getting clients to join

Share your QR code or invite code from inside the Louyia app — in the shop, or anywhere you already talk to clients. A client scans it once and your card is on their phone.

Giving a stamp

Open Clients, find the person in front of you, and add a stamp. Their phone does not need to be out. If you tap twice by accident it still counts once.

Your appointments

Set your services, your opening hours and your time off, then confirm, reschedule or decline requests from your calendar. Your client is notified when you do.

Your public profile and portfolio

Add a description, an Instagram handle, a public phone number and up to twelve photos of your work. Everything on that profile is visible to customers, so only put there what you want seen.

Subscription and billing

Customer accounts are free. A Louyia Business subscription is bought through your Apple ID in the App Store, and Apple handles the billing — not Louyia.

You paid but the Business features are not unlocked

Make sure you are signed in to Louyia with the account you used when you subscribed, and that your iPhone is signed in to the Apple ID that made the purchase. If it still has not appeared, email us and tell us roughly when you purchased.

Privacy and deleting your account

Deleting your account does not cancel your subscription

Apple manages subscriptions, and Louyia cannot cancel one for you. Cancel it in Settings → your name → Subscriptions as well, or you may keep being billed.

What Louyia holds about you

Our Privacy Policy lists it in plain English, including what a business can and cannot see about its clients. For a copy of your information, or to have something corrected, email us.

What Louyia will never ask you for

We will never ask you — by email, in the app, or anywhere else — for any of the following. If someone does, it is not us.

• Your Apple ID or Google password.
• A verification or two-factor code.
• Your card number, CVV, or bank details.
• Remote access to your phone.

The only address we use for support is help.louyia@gmail.com. If a message claiming to be from Louyia asks for any of the above, do not reply to it — forward it to us instead.