Support

The app looks empty when I first launch it. Where are the features?

Lucy needs to download an AI model to its local storage before it can transcribe. On first launch, a download progress screen appears. The model is approximately 600 MB to 1.6 GB depending on your device. On a fast Wi-Fi connection this takes 1–5 minutes. The download is a one-time setup — the model is stored locally and no further downloads are needed to use the app.

If the download appears to have stalled, check your Wi-Fi connection and relaunch the app. The download resumes where it left off.

Does Lucy send my recordings to the cloud?

No. All processing runs on your device. Audio files, transcripts, and notes are stored in Lucy’s sandboxed local storage and are never transmitted to any server. This is verifiable: Lucy’s App Store privacy label is “Data Not Collected” — Apple requires this to match actual app behavior. See our Privacy Policy for the full technical explanation.

Transcription quality is not what I expected. What affects accuracy?

Transcription quality depends heavily on recording conditions. For best results:

• Record in a quiet environment with minimal background noise.
• Keep the device within 3 feet of the speakers.
• 2–4 speakers with distinct voices produce the most reliable speaker attribution.
• Record in one language per session. Mixing languages within a sentence is not reliably handled.
• Avoid placing the phone on a hard surface that causes vibration during recording.

Transcripts may require correction for heavy accents, technical vocabulary (medical, legal, or industry jargon), and overlapping speech. Use the inline tap-to-edit feature to correct errors before exporting.

If quality remains poor after applying the above, try switching to a smaller model (in Settings › Transcription Model) for short, fast sessions, or a larger model for longer sessions on devices with more memory.

I backgrounded the app mid-recording and now I can’t find my session.

Lucy keeps recording when you background the app or lock your screen — this is intentional for long professional sessions. To stop a background recording, return to Lucy and tap Stop.

If the app crashed while recording, the session should appear in your session library in a “draft” or “incomplete” state. Tap it to resume processing. If it does not appear, contact support at support@xymex.com with your device model and OS version so we can investigate.

How does the 3-session free tier work?

You can run 3 complete sessions — full transcription pipeline, speaker attribution, transcript review and editing — without purchasing anything. Export (saving or sharing the transcript as a file) is paywalled. Your 3 free sessions and their transcripts are preserved if you later purchase the Base unlock; nothing is lost when you upgrade.

To unlock unlimited sessions and export, purchase Lucy Base ($99.99, one-time) from the paywall screen or from Settings › Purchase. Therapist mode and Legal mode are free vocabulary modes included with the app — no additional purchase required.

How do I request a refund?

All purchases are processed by Apple through the App Store. Apple handles refunds directly:

1. Go to reportaproblem.apple.com.
2. Sign in with your Apple ID.
3. Find the Lucy purchase and submit a refund request.

Apple typically processes refund requests within a few days. Xymex does not control the refund decision — it is made entirely by Apple. If you are having trouble with the app before requesting a refund, please contact us first at support@xymex.com — we may be able to resolve the issue.

I purchased Lucy on one device. How do I restore on another?

Open Lucy on your new device. Go to Settings (gear icon, bottom of the screen) and tap Restore Purchases. Sign in with the same Apple ID you used to purchase. Your purchase will be restored at no additional charge. Lucy uses StoreKit’s standard non-consumable purchase model — a one-time purchase applies to all your devices signed in to the same Apple ID.

What does Therapist mode or Legal mode add?

Therapist mode and Legal mode are free vocabulary modes that improve transcription accuracy for domain-specific terminology. Therapist mode biases transcription toward clinical vocabulary; Legal mode biases transcription toward legal vocabulary (motions, depositions, case discussion terms).

Neither mode adds consent workflows, document templates, or redaction — those are planned for a future paid update when they are fully built and independently reviewed. In v1.0, both modes are free and available to all users without any purchase.

Does Lucy work in multiple languages?

Yes. Lucy detects the language of each segment automatically. For best results with a single-language recording, use the language lock in the recording settings (tap the language indicator on the Record screen) to pin the session to one language. Mixing languages within a single sentence is not reliably handled; this is a known limitation of current on-device transcription models.

How much storage does Lucy use?

The AI model download is 600 MB to 1.6 GB depending on which model you select. Each recording session uses approximately 0.5–1 MB per minute of audio (AAC compressed). Transcripts and notes are small text files. You can delete downloaded models from Settings to free space and re-download them later over Wi-Fi.