Lumosity.com / Lumos Labs
Reviews and Complaints

I heard from them in 3 days. Got it resolved okay. Just wait a little but more.

Sorry for the trouble, Mark W K! It sounds like you may have used a promotion link that had a login token for another account. This would explain why you were logged into an account other than your own -- which I can see is still on a free trial -- when you purchased a subscription. Subscriptions (except for monthly) are fully refundable within 30 days, especially in cases like these. Just contact our help desk with the date you purchased the subscription and the last name and last 4 digits on the card you used to purchase this subscription. Here's a direct link to the help desk, just click "submit a request" to request a refund: https://help.lumosity.com/home

Why do they hide their prices? I guess I'm not surprised, seeing as how they had to pay $2 million to settle FTB's lawsuit regarding their deceptive business practices. Wow, based on everything I read in this complaint, I am staying far far away from their website. I cannot trust a business seemingly formed on a foundation of lies and false promises, all while bilking unsuspecting consumers out of millions.

https://www.ftc.gov/system/files/documents/cases/160105lumoslabscmpt.pdf

From FTC's website: Lumosity to Pay $2 Million to Settle FTC Deceptive Advertising Charges for Its “Brain Training” Program https://www.ftc.gov/news-events/press-releases/2016/01/lumosity-pay-2-million-settle-ftc-deceptive-advertising-charges

I need a direct email address for someone at Lumosity (staff) I have emailed you 4 times and had no response at all. I need to contact you urgently! Also what does "solved" mean when it is next to my messages to you.

I keep getting charged after I canceled and I try to re cancel but they dont return emails or phone calls. How conveint. They have also disabled the "delete" account button.

No me sale Lumosity en ESPAÑOL y tengo dificultades en abrirlo.
Yo pagué por dos años a partir del 10 ? de mayo de 2015, pero me sale información mía de hace 5 ? años, cuando lo suspendí,
espero que no haya confusión. Por favor chequee mi cuenta.
Gracias

I came, I paid, and I got screwed. I signed up for a lifetime membership. I use it rarely. But now when i log in I'm directed to some testing followed by an offer to go to my personalized training program. When I click that I'm only offered several payment plans as if I weren't already a member. Disgusting.

no honey, it is not a scan .. But you clearly need to subscribe because i can tell that you are with really low IQ ;)

You are locked in for a year and cannot stop the monthly billing until the year is up. Everyone is talking about this online and not happy. If it was so good, they wouldn't need to lock you in. Lumosity will be gone in short order.

Luminosity is a rip off. The games start out fine...you complete the freebies, sign up (1 yr) and after a few weeks you noticed you're locked out of certain games...you're told to get these games again "sign up for the full version." I'm sorry, what was the years subscription for? I don't like the way they want you to carte blanche your credit card number. They're creating research on your dime...seems to me they should pay us.

I have an eight year old son with Autism. As the parent of a special needs child you are willing to go to any length and try anything to improve your child's ability to function as close to normal as possible. Very shortly after subscribing to "Lumosity's Family Plan", I attempted to cancel. I attempted many times via e-mail and through their customer service vehicles. They claim to have a money back guarantee. This policy is too short of a time and I believe it is abused by them at their own will. After many attempts, I finally got a response by e-mail. After 60 days of being a subscriber / member / owner of the software, They refused my refund. I'm #%$&@* for the money and, they have my credit card number. Do I want a company such as this to have my credit card number?
First of all their family and friends plan requires you email the invite to the other people and then set up each account which is difficult to navigate. Secondly if you invite your child to have an account you must set up an email for each whether you want them to have one or not. Then after further inspections of their material I find that it is NOT recommended for children. This company only wants your $100.00 and is nothing more than an adult Internet puzzle game. You may as well play Candy Crush or on of those Facebook games. Larry B.. EHT, NJ

That Lumosity is a SCAM!
I signed up hoping to try some of their supposed brain increasing capability games.
All I got were adds from them to unlock the next game! WtF is THAT all about?
Then I tried to start my supposed training session and the website put an overlay over my complaint message that made it nearly impossible to see what I was typing to lodge a complaint! Then there is this Hallie@Lumosity who responds to every email complaint. Nobody could physically do this, it would fall to a certain department with various employees answering those emails. Not once was I able to try any of those Lumosity games without a distracting unlock message from them!

I was receiving a lot of emails from them, too. I ended up unsubscribing. It quit!

Sorry for the trouble Frikee! However we do not sell or share our users' email addresses with outside entities. We've investigated if or how spammers are accessing email addresses used in accounts but haven't been able to locate a breach in our system. That's not to say spammers may not be able to find email addresses in another way, and we consistently work to make sure our members' information is secure. Again we're very sorry for any trouble this could have caused and if you'd like us to delete your account we can take care of it. Here's a link to our privacy policy, which we do adhere to: http://www.lumosity.com/privacy-policy

I cancelled my free 14 day trial period before the end of December 31st but my bank account was still debited on January 3rd 2019. I want my money back if not then I will have to notify Michael Finney of ABC local show 7 on your side of your scam... I also emailed twice but no answer so contact me at richard.likong7@gmail.com

Richard Likong

Thanks for contacting us Litta, and sorry for any confusion. All of our subscriptions (except for lifetime subscriptions) are set up with automatic renewal, which can be cancelled at any time. You can cancel renewal through your account pages after logging in. Here are detailed instructions: https://help.lumosity.com/entries/21762232-will-i-be-charged

Or, just contact us via the help desk and we can cancel it for you. Here's a direct link: https://help.lumosity.com/anonymous_requests/new

Just make sure you email us using the address linked to your Lumosity account.

i never signed up for automatic renewal. i did for one month trial and i disappointed. DO NOT CHARGE TO MY CREDIT CARD ANY MORE. Litta Glinert

Hi Nicholai,

Sorry for any confusion! When you subscribe to our site, you are signing up for a subscription with automatic renewal, which can be cancelled at any time. You can find this information on our Terms of Service, our purchase page, under "your account" after logging in and in the purchase confirmation we emailed you.

As long as your subscription renewed within the last 30 days you're eligible for a full refund. You can use this link to contact our billing department. https://www.lumosity.com/contact/billing

They'll be able to cancel your subscription, process a refund and give you any other account information you need. We respond to billing inquiries submitted through this form within 1 business day, so you should receive a response promptly. If you have other questions you'd like answered here on complaints board, just let me know.

Best - Hallie

STFU Sadders.

Hi Sadders - this is Hallie from Lumosity.com. I'm sorry to hear you had trouble using the site! We in know way want you to feel like we don't respect your privacy! We have a lengthy privacy policy to protect you and your information which you can see here: http://www.lumosity.com/privacy-policy

You should be able to unsubscribe from all emails by clicking the link at the bottom of any of them or you can use this link: www.lumosity.com/account/mail_preferences

Without looking at your account I can't tell you exactly where the disconnect was with canceling but as long as you're logged into the account you want to cancel you can cancel automatic renewal, or delete your account at any time through your account page: www.lumosity.com/account/edit

If you let me know your username I can look it up to see what happened. You can also always contact us through our contact page to request a refund or for any other questions: http://www.lumosity.com/contact/ask

Thanks and sorry again for any trouble! - Hallie

Does Lumosity train brains or think you are stupid? This company auto-renewed my membership even though I had auto-renew turned off. They don't care, as "customer service" pointed out today, they have my credt card info and they feel they have the right to use it as I would. Of course I'll time spending time and money to fight this. You trust Lumosity to help you brain train and they screw you. Shame on you Lumosity!

I am very upset. I am an attorney. I NEVER set up an auto renewal for this firm. I tried to use the site. Played some games while on vacation. I am disappointed and angry and I want my money back. I have found that no one has returned my call. I am so outraged that Paypal let them steal from me I have closed my Paypal account for allowing this to occur. Paypal refused to credit my account. Luminosity site states that there is NO account when I put in my email. It is JUST plain theft.

I want my money back.

I am upset that I signed up agreed for a paid for 2 years subscription. Because I saw nothing letting me know you would AUTO RENEW after the 2 year period. On your website it says that you can cancel your account and be REFUNDED within 30 days of canceling on a 1 or 2 year subscription. I canceled within 30 days and have sent NUMEROUS emails for a refund, but get an AUTOMATED response. I can not speak to anyone on the phone and it is going nowhere. To make matters worse, the charge was not even on my card, it was on my ex husbands card. Can anyone give advice? Now it is a matter of principle and I want this corrected. And http://www.lumosity.com/contact/ask is a dead end as well. You can not use that link to get anywhere. I am appalled.

As a result of the inability to cancel my credit card I have had to cancel my existing credit card with my bank and reissue a new one so they can no longer bill me. As such, I will have to set up a whole bunch of recurring transactions again and update credit card details on a host of online services that I actually appreciate.

See the attached photo: clicking the link, which clearly says 'cancel auto renewal', does nothing and fails to update my account status to show a cancelled yearly subscription.

Thank you Lumosity, that was wonderful.

I find the billing practises of this company deplorable. Numerous times, over numerous years, I have tried to cancel my service with this company.

First of all, their records show invalid credit card details for my account, which makes me wonder how they ever managed to charge my credit card in the first place.

Secondly, when attempting to cancel my subscription, you go to 'Account Settings', click Cancel Auto-Renewal, and then go back to 'Account Settings' and the account status still clearly shows a recurring subscription.

Despite my best efforts, I have not managed to cancel my account with Lumosity. As such, I have contacted the fraud department of my credit card company. I am adamant I cancelled 2 years ago, but only just noticed a transaction from last August that indicated my account was still active.

To express how I really felt about this outfit would require a lot more profanity.

I wish I'd read all this before I signed up with Lumosity ...

I was actually quite happy with the site itself, in terms of the training regime. My problems began when I tried to find out the cost of a family plan. When I try to look at the family plans, I end up at my account page. I note that I'm up for auto-renewal. I want to check out the details of the auto-renewal, but I can't find a link on the account page that would let me do so.

OK, off to the FAQ, which helpfully includes a section on turning off auto-renewal, which directs me back to ... my accounts page. There should be a link in the Billing Information section - Manage Billing. But guess what. It's not there. I've tried three browsers on my Mac, two on my iPad, and even good old Internet Explorer on a Windows system. And nowhere, nowhere, nowhere is there a Manage Billing link.

I'm beginning to think the worst. I'm waiting to hear back from Lumosity, but at this point am rather infuriated by the opacity of the whole process. Just for starters, if a vendor buries their plan pricing deep inside a website my alarm bells start to ring. When I can't even access, let along manage, my own billing details, I'm starting to become deeply concerned.

I'll be deeply disappointed if this turns out to be an elaborate scam.

Sorry for any confusion, LarryChair. When you subscribe to our site, you are signing up for a subscription with automatic renewal, which can be cancelled at any time. You can find this information on our Terms of Service, our purchase page, under "your account" after logging in and in the purchase confirmation we emailed you.

You can cancel auto renewal via your account page after logging in. Just click on your username, at the top right hand corner of the screen, then "Accounts." There you'll be able to cancel auto renewal or delete your account. Accounts cannot be deleted while they still have active billing but they can be once renewal is cancelled. Here's a direct link to your account page: https://www.lumosity.com/app/v4/settings

If you search "auto renewal" or "cancel subscription" in our help desk the first result should be How Do I Turn Off Auto-Renewal." Sorry if you had trouble finding it. Here's a direct link to that help desk article: https://help.lumosity.com/entries/22421477-How-do-I-turn-off-auto-renewal-
It includes all of the links you'll need to cancel renewal on your subscription.

If you still need more help you can always contact us via the help desk by clicking "Submit a Request." If you've already been charged for auto renewal you can request a refund within 30 days. Just select "Payments" and "Getting a Refund" under "Inquiring About."

Sorry again for any confusion, please let us know if we can help with anything else.

I signed up to this site a year ago.
After about 3 months I got bored of it and was just waiting for my membership to expire. Fortunately I logged into my account today to close it as I was still getting the training reminders on a daily basis.

I saw my account was on an auto-renewal with Paypal set to renew in 3 days. I certainly don't remember selecting auto renewal. I searched the help section on how to cancel the auto renewal and close my account. While there was documentation on how to cancel the auto renewal, the link did not appear on the accounts page (screen shot attached). I also could not see any link to delete my account. Looking at the help section I don't know if this is possible.

From Lumosity help page -> Click the "Delete Account" link at the bottom of the Account Page. (If you do not see the "Delete Account" option, it means your account has full access and is therefore not deletable.)

I sent them in a support ticket asking why the "Cancel auto renewal" link is not on my account and why I cannot delete my account.

In fairness they cancelled their renewal subscription with Paypal ~30 mins after I submitted the support ticket (I received email from Paypal). They then emailed me to say auto renewal is disabled and I can re-enable again if I want. They also said I can delete my account after my year is up.

I am still very angry at Lumosity for:-
a) Not making it very apparent when signing up that it is an auto renewal service
b) Not having the functionality on their site to cancel that auto renewal service as described in their help documentation.

Sorry for the delay in response from our customer service team. Unfortunately we're experiencing an unusually high volume of requests this month and there is a slight delay in answering while we hire and train new support staff. It does look like Ragan got back to you earlier today - did you receive her message? If you're still having trouble just respond to the email Ragan sent and she'll be able to help.

Hi Hallie,

I notice you are responding to this. I am a paid 2 year subscriber to lumosity and you have several tickets from me assigned to you. Look at #464733, #472973, #477307. If you don't respond promptly I will have to take legal action, beginning with the better business bureau with your name on the complaints. My user name is joydeepmitra

Joydeep

Don't fall for it, its a scam.

Spamfest! Scamfest! Fck themfest...

Use your brain...don't sign up for Lumosity...waste of time. Is nothing more than a marketing scam engine.

Ant btw...@Hallie...fck you! Bunch a BS.

They will sell your email to spammers instantly. FCK them.

We understand your frustration trex05! Just to reiterate to all Lumosity members, we do not sell or share our users' email addresses with outside entities. We've investigated if or how spammers are accessing email addresses used in accounts but haven't been able to locate a breach in our system. That's not to say spammers may not be able to find email addresses in another way, and we consistently work to make sure our members' information is secure.

I used
myname+lumosity.com@mydomain.com and today received this spam at this address today. I checked my spam folder, and apparently my address was sold to spammers long ago because I've been getting spam for as long as my history stays in place.

Most of the spam is for male performance drugs, but today's was for buying stocks.

my domain is the dot com of tryross
and my name is travis.

Sorry for the frustration ichris6! I just sent you a message, which should help :) Let me know if you have any questions.

Lumosity Is starting to extremely aggravate me. Hailey please respond to my message :/ or imma TAKE my money back

Hi LumosityUser, sorry for the trouble! There shouldn't be a problem deleting your account, but I can also take care of it for you if you let me know your username.

Just to reiterate to all Lumosity members, we do not sell or share our users' email addresses with outside entities. We've investigated if or how spammers are accessing email addresses used in accounts but haven't been able to locate a breach in our system. That's not to say spammers may not be able to find email addresses in another way, and we consistently work to make sure our members' information is secure.