Support

Frequently asked questions, and how to contact us.

Frequently asked questions

I want to change my place

You can go to “Settings” › “App settings” › “Your place” and choose a new place on the globe. Your device's location isn't used.

I fell asleep with my light on

If “Turn off automatically” is on, your light turns off automatically after the time you've set (3 hours by default). You can go to “Settings” › “App settings” › “Turn off after” to change the time. You can adjust the end time later in Records.

The number of people is low or 0

The number shows how many real people have their lights on right now. Depending on the time, it may be low. The globe also shows lights placed by Akari (Akari's lights) so that nights when few people are awake don't feel lonely, but they aren't counted in the number.

The received count still says “Counting”

The received count is finalized about 7 to 8 minutes after your light ends. It can't be finalized while you're offline, so please open Records again once you're back online.

Will my records come back if I change phones?

If iCloud is on, your light history, keepsakes, and notes come back on a new iPhone signed in with the same Apple Account. Please choose your place and settings again on the new device. If iCloud is off, they're kept only on this device, so they can't be restored if you change phones or delete the app.

I can't use the sticker sets or colors I bought

Sign in with the same Apple Account you used to buy them, then tap “Settings” › “Restore purchases” in the app.

I want to cancel Unlimited

You can cancel by going to your name at the top › “Subscriptions” › “Akari” in the Settings app on your iPhone. You can also get there from “Manage subscription” on the “Unlimited” screen in the app. Please cancel at least 24 hours before the end of the current period.

I'd like a refund

Payments are handled by Apple, so we can't issue refunds. Please request one through Apple's “Report a Problem” page.

Will I get notifications?

Akari doesn't use notifications.

I want to delete my account

You can go to “Settings” › “Delete account” to delete it. This deletes the information on our servers, along with all your records, keepsakes, and notes on your device and in iCloud. It can't be undone. For details, see “8. Deleting your account” in the Privacy Policy.

Contact us

If the answers above don't solve the problem, please reach us through our contact page. It may take some time for us to reply.