Help for parents and families
LuvviCare Family App support
Find help with your invite, sign-in, account, or the app. You can also send our support team a message.
LuvviCare is published by Luvvi Sarl.
Need urgent help with your child's health?
Call your care team or your local emergency number. LuvviCare support cannot give medical advice.
LuvviCare is not a medical device. It does not diagnose, treat, cure, or prevent any medical condition. Ask a health professional for medical advice, diagnosis, or treatment.
Get help
Contact LuvviCare support
Email us or use the form. We will reply within 3 business days.
Support languages
We can reply in English, French, or Spanish.
Privacy questions
privacyofficer@luvvicare.com1207 Geneva
Switzerland
Send a support message
Do not add your child's name, date of birth, photos, medical record number, or health details.
Your account
Delete your account
You can start a deletion request without the app. You do not need to sign in.
Your child's hospital record is not deleted
Your hospital must keep some care records. This can include care-team messages, photos, videos, and video-call records. You will no longer see them in the app.
- Step 1
Email us
Email us directly. In that deletion email only, send your child's last name and the mobile number on your account. Do not use the support form or send medical details.
- Step 2
We check it is you
We call the mobile number on the account. We do not delete anything until we confirm the request.
- Step 3
We delete and confirm
After the check, we delete the account within 3 business days and tell you when it is done.
Start your request
support@luvvicare.comUse the email link above, not the support form. In the deletion email only, include your child's last name and the mobile number on your account. Please do not include a date of birth or any medical details. If we need a date of birth to tell two accounts apart, we will ask during the identity check.
If your mobile number changed
Tell us in your email. We will arrange a phone call and ask security questions. When the deletion is done, we will reply to the email address that started the request.
What happens next
Deletion is permanent. It does not delete another family member's account. If your registered mobile still works, we text that number when the deletion is done.
What is deleted and what is kept
This table gives a short summary. The Family App Privacy Policy has more detail.
| Information | What happens | What this means |
|---|---|---|
| Your account and sign-in details | Deleted | We delete them within 3 business days after we confirm the request. |
| Your child's name and date of birth | Kept by the hospital | The hospital gave us these details. They are part of your child's medical record and follow the hospital's retention rules. |
| Care-team messages, photos, videos, and video-call records | Kept by the hospital | They may be part of the medical record. You lose access in the app, but the hospital keeps them for the time required by its rules and the law. |
| Livestream video | Not recorded by LuvviCare | LuvviCare does not record livestream video, so there is no livestream video file for us to keep. |
| Tracking and journey entries you added | Deleted | We delete milestones, feeding and pumping logs, visits, and other entries you added. |
| AudioCare voice recordings you made | Deleted | We delete the recording. The hospital may keep a note that it was played if that note is part of the medical record. |
| App usage analytics | Not linked to your account | The app uses a random analytics ID. The data is deleted or grouped when it is no longer needed for product reports. |
| Crash and diagnostic logs | Kept for a limited support period | These logs are set up to leave out names, dates of birth, messages, and medical details. They are deleted after the set support period. |
| Data already stored on your phone | Removed from the phone separately | If the app is still installed, delete the app or clear its data. LuvviCare cannot erase files on a phone from this web page. |
| Encrypted backups | Removed during the normal backup cycle | A deleted item may remain in a backup for a short time. It is removed as old backups are replaced. |
For the full rules, read the Family App Privacy Policy. Ask your hospital's Privacy Officer how long it keeps your child's medical record.
Common questions
How can we help?
Open a question to read the answer.
Getting started and login
How do I get started with LuvviCare?
Follow the steps from your hospital. You may scan a QR code or get an invite on your phone. Then enter the SMS code sent to you.
How do I connect to my child's profile?
Your hospital must approve your access. Make sure the details you enter match the details you gave your care team.
Why can't I see my child in the app?
Your access may still need approval. Your details may also be different from the hospital record. Ask your care team to check your access.
Can more than one family member use the app?
Yes, if your hospital approves each person. Each person must use their own approved mobile number and SMS code.
Tracking and Your Impact
What is "Your Impact"?
Your Impact shows the moments and activities you add. It helps you see how you are taking part in your child's care journey.
What can I track in LuvviCare?
You may be able to track milestones, feeding, pumping, skin-to-skin time, visits, growth, and other moments. The options depend on your hospital.
Do I need to track everything myself?
No. Tracking should help you, not add pressure. Add what feels useful. Follow your care team's advice for anything medical.
How do I add a moment or activity?
Open the tracking or impact area in the app. Pick an activity, add the details, and save it.
Can I edit or delete something I tracked?
Open the entry and look for Edit or Delete. If you cannot change something important, contact LuvviCare support.
Messages
Why am I not getting messages or updates?
Check that notifications are on and your phone is online. Your hospital must also approve your account. Care teams choose when to send updates.
Can I message the care team back?
Some hospital messages are one-way. For questions about your child's health or care, use the contact method your care team gave you.
Video calls and livestream
Why am I not getting call or livestream alerts?
Make sure notifications are on and you are signed in. Your care team starts each call or livestream, so they only appear at set times.
Why can't I join a call or livestream?
The session may have ended, or your connection may be weak. Try a reliable network. Ask your care team if the session should still be open.
What if the video or sound does not work?
Check your volume, camera, microphone, and internet connection. Close and reopen the app. Contact support if the problem continues.
AudioCare
What is AudioCare?
AudioCare lets you record songs, stories, or voice messages. Your hospital decides how recordings are used for your child.
Can I record my voice for my child?
Yes, if AudioCare is on for your account. Record in a quiet place. Listen to the recording, then save it.
Why can't I use AudioCare right now?
Your hospital may not use AudioCare. Your account may also be waiting for approval, or the feature may be offline for a short time.
Resources
Where can I find parent resources?
Open the resources or education area in the app. You may find articles, videos, and guides picked for families.
Why do some resources seem personal to me?
Resources may match your hospital, language, settings, or care stage. They teach general topics. They do not replace advice from your care team.
Settings and troubleshooting
How do I change the app language?
Open the app settings and pick a language. The translation of a care-team message may depend on what they sent.
What is message translation?
It shows care-team messages in your chosen language when a translation is available. Ask your care team if a message is not clear.
How do I report a problem?
Use Report a Problem in the app, or contact LuvviCare support. Tell us what happened, which device you used, and when it happened.
Privacy and support
How does LuvviCare protect information?
LuvviCare uses sign-in checks, access controls, and encryption. Your hospital controls who can see information about your child's care.
Who can help with my child's care?
Contact your care team for questions about health, treatment, or the care plan. LuvviCare support can help with the app and your account.
How do I delete my account?
You can start a request on our support page without the app. You can also use Settings, Account, then Delete account in the app.
Read the account deletion stepsCan I get a copy of my data?
Yes. Email our Privacy Officer. Your hospital may need to help with information that is part of your child's medical record.
Email our Privacy OfficerHow do I fix information that is wrong?
Email our Privacy Officer to fix your account details. Ask your hospital to fix information in your child's medical record.
Ask for a correction