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 sent to us. They are copied to your own private iCloud only if you turn on iCloud sync (off by default). The one thing Lucy itself sends is anonymous crash, performance and usage diagnostics — stripped of file paths, meeting names and transcript text, and never linked to you. Lucy’s App Store privacy label reflects exactly that: “Diagnostics — Not Linked to You”, and Apple requires the label 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. Review the flagged low-confidence lines and the speaker labels 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 10-session free tier work?

You can run 10 complete sessions — full transcription pipeline, speaker attribution, AI summaries, transcript review, export, your own summary templates and iCloud sync — without purchasing anything. Every feature is unlocked; the only limit is the number of sessions. Your 10 free sessions and their transcripts are preserved if you later unlock Lucy; nothing is lost when you upgrade.

To unlock Lucy, tap Unlock Lucy ($19.99, one-time) on the paywall screen or in Settings › Purchases. That one purchase removes the session limit — everything else is already unlocked. Nothing renews. Therapist and Legal modes are included free.

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 do Therapist mode and Legal mode change?

Therapist mode labels a session as a clinical session and Legal mode as a deposition. Both turn off Apple Intelligence summaries for that session. Transcription is the same in every mode — neither mode changes how words are recognised.

Neither mode adds note generation, consent handling or redaction. Both modes are free and available to everyone.

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.