Support
Need help with Lily? You're in the right place. Below you'll find answers to common questions and ways to reach our team directly.
Contact Us
For any question, bug report, or feedback, email our support team at [email protected].
We typically respond within 1 business day (Monday–Friday, Paris time).
Frequently Asked Questions
How do I start my free trial?
Lily offers a 7-day free trial with no credit card required. Download the app from the App Store or Google Play, create an account, and your trial starts automatically.
How do I manage or cancel my subscription?
Subscriptions are managed through your App Store or Google Play account. On iOS, open Settings → [your name] → Subscriptions → Lily. On Android, open Google Play → Profile → Payments & subscriptions → Subscriptions. Cancelling stops future renewals; you keep access until the end of the current billing period.
How do I request a refund?
Refunds are handled by Apple and Google, not by Lily. For App Store refunds, visit reportaproblem.apple.com. For Google Play refunds, go to play.google.com/store/account and locate the order.
How do I delete my account and data?
You can delete your account directly from the app: Settings → Account → Delete Account. This permanently erases your plants, care logs, photos, and personal data within 30 days. You can also email [email protected] to request deletion.
How do I export my plant data?
Email [email protected] from the address linked to your account. We'll send you a JSON export of your plants, care logs, and account data within 30 days, as required by GDPR.
Why didn't I receive a care reminder?
Check that notifications are enabled: iOS Settings → Lily → Notifications, or Android Settings → Apps → Lily → Notifications. Inside Lily, go to Settings → Notifications to confirm reminders are switched on. If problems persist, email us.
Is my plant photo data private?
Yes. Photos submitted for AI identification or diagnosis are processed in real time and are not retained after analysis. See our Privacy Policy for full details.
How accurate is the AI plant diagnosis?
Lily's AI is a helpful starting point but not a substitute for expert advice. For critical plant-health issues, consult a professional horticulturist.
Account & Data Requests
For GDPR/CCPA requests — access, correction, deletion, or data portability — contact our data protection team at [email protected].