Help centre

LostLo support

Need a hand with the app? Everything you need is on this page: how to reach a human, where each support tool lives inside LostLo, answers to the questions we get most, and what to include when you report a bug.

support@lostlo.com Replies within 24 to 48 hours iOS and Android
01 Get in touch

Three ways to reach us.

Email support

The fastest route for account problems, a claim dispute, or anything you would rather not post publicly.

support@lostlo.com

Response time

Every message is read by a person. Safety reports and account access issues are prioritised ahead of the queue.

24 to 48 hours

Privacy and data

Questions about your data, an export request, or anything covered by the privacy policy go to a separate inbox.

privacy@lostlo.com
02 Inside the app

Where each tool lives.

Contact support, the FAQs and bug reporting all sit together under the Support section of your settings.

Contact support

Message the team without leaving the app.

  1. Profile
  2. Settings
  3. Support > Contact support

FAQs

The in app answer library, kept up to date with each release.

  1. Profile
  2. Settings
  3. Support > FAQs

Report a bug

Send a fault straight to the developers with your device details attached.

  1. Profile
  2. Settings
  3. Support > Report a bug

Reset your password

Available from the login screen without signing in.

  1. Login page
  2. Forgot password

Delete your account

Full walkthrough and data retention detail on its own page.

  1. Profile
  2. Settings
  3. Account Settings > Delete Account
Full account deletion guide
03 Reporting a bug

Help us fix it faster.

Use Profile > Settings > Support > Report a bug in the app, or email support@lostlo.com. Either way, the more of the following you include, the sooner it gets resolved.

  1. Your device model. For example iPhone 14 Pro or Samsung Galaxy S23.
  2. Operating system version. Found under your device settings, such as iOS 18.4 or Android 15.
  3. App version. Shown at the bottom of the Settings screen in LostLo.
  4. What you were doing. The screen you were on and the action you took right before it went wrong.
  5. What you expected, and what happened instead. One sentence each is plenty.
  6. A screenshot or screen recording. Optional, but it usually saves a round of questions.

Please do not send passwords

We will never ask for your password, a verification code, or your card details. If a message claiming to be from LostLo asks for any of those, it is not from us. Forward it to support@lostlo.com.

04 Frequently asked

Common questions.

On the login screen, tap Forgot password. Enter the email address registered to your account and we will send a reset link. If it does not arrive within a few minutes, check your spam folder before trying again. If you no longer have access to that email address, write to support@lostlo.com so we can verify you another way.

Inside the app, go to Profile > Settings > Support > Contact support. You can also email support@lostlo.com directly from any device. We reply within 24 to 48 hours.

Go to Profile > Settings > Support > Report a bug. Include your device model, operating system version and app version, plus a short description of what you were doing when it happened. A screenshot helps a great deal.

They live at Profile > Settings > Support > FAQs, alongside contact support and bug reporting. The in app list is updated with each release, so it usually carries the newest answers first.

Go to Profile > Settings > Account Settings > Delete Account, then review and confirm. The full step by step guide, along with exactly what is deleted and what is briefly retained, is on the delete account page.

This is almost always one of two things. Either location permission is turned off for LostLo in your device settings, or your search radius is too tight for the area you are in. Widen the radius, or type an area name manually instead of relying on device location.

Ask for a detail that is not visible in your listing photos. What is inside the wallet, a scratch on the back of the case, an engraving, the lock screen image. A genuine owner answers immediately. If the answers do not add up, do not hand the item over, and report the conversation from inside the chat.

Try these in order: update to the latest version from the store, fully close and reopen the app, then restart your device. If it still fails, send us a bug report with your device model, operating system version and app version so we can reproduce it.

Yes. Reporting a lost item, reporting a found item, browsing listings and messaging a match are all free, and we take no commission on anything. Any reward an owner chooses to offer is a private arrangement between the two people involved.

No. All contact happens through in app messaging. Your phone number, email address and home address are never shown on a listing or passed to another user.

Still stuck? Write to us.

If none of the above solved it, send an email and describe what is happening. A person will read it and reply within 24 to 48 hours.

Email support@lostlo.com Privacy policy