Support

Self-serve answers below. Still stuck? Email support@getlurk.app — we reply within 24h.

▸Is Lurk anonymous? Can the person I'm tracking see me?

Yes, fully anonymous. Lurk only reads publicly visible Instagram data — the same data you'd see by visiting the profile in a browser. No login to your IG account, no view notifications, nothing Instagram could attribute to you.

▸I paid but the app says I'm not premium yet.

Two common causes: (1) you didn't complete the email-claim step right after payment — premium is saved to this device but isn't carrying across yet. Open Settings and tap "Save your account" to claim with your email. (2) The Stripe webhook may have lagged a few minutes — try a hard refresh first. If still stuck, email support@getlurk.app with your payment confirmation.

▸Why is the profile data old or showing wrong numbers?

Lurk caches profile data to stay fast and not get rate-limited by Instagram. If you suspect stale data, tap the Refreshbutton on the profile page (next to "Updated Xm ago"). That bypasses the cache and forces a fresh scrape. If the data still looks wrong, Instagram itself may be temporarily blocking lookups — wait a minute and try again.

▸I switched phones — how do I get my premium back?

If you signed in with email or Google, just sign in again on the new device. Premium follows the account, not the device. If you never claimed your account (anonymous), go to your OLD device → Settings → "Save your account", then sign in on the new one. Lost the old device? Email support@getlurk.app with your payment receipt and we'll restore manually.

▸Why can't Lurk track a private account?

Private accounts hide their followers and following from anyone who isn't already approved. Lurk doesn't bypass Instagram's privacy controls — if the account is set to private, we can't see their activity. Public accounts only.

▸How do I cancel my subscription?

Web: Settings → Manage subscription (opens Stripe billing portal). Cancellation takes effect at the end of the current billing period.
iOS: Settings app → Apple ID → Subscriptions → Lurk.
Android: Play Store → Subscriptions → Lurk.

▸How do I delete my account or export my data?

On web: Settings → "Export my data" (download JSON) or "Delete my account" (irreversible — cancels subscription, removes all your data and auth account). Both are self-serve and instant.

▸Why am I not getting notifications?

Mobile: check Settings → Notifications → Lurk is enabled at the OS level. In the app, Settings → Notifications must also be on. Web push notifications require granting permission when prompted. If you blocked permission, you'll have to reset it via browser site settings.

▸The app is slow to load. What's up?

First load after a long idle period (15+ min) takes 5-10 seconds because our server wakes from sleep. Subsequent loads should be instant. If it's consistently slow, your network may be rate-limited or our scraper might be recovering from an Instagram rate-limit — usually clears within a minute.

▸I get an error saying "We're catching up."

That means our upstream data source is temporarily unavailable (Instagram rate-limit or scraper hiccup). Your cached data is still accurate; new updates will resume within a few minutes. No action needed.

▸Is what Lurk does legal?

Lurk only collects publicly available data — the same data you see by visiting a profile on instagram.com. We're not bypassing any IG security controls or terms of service that apply to end users. We do not store passwords or login to anyone's account.

▸My question isn't here.

Email support@getlurk.app — we read every message and typically reply within 24 hours.

Built solo. Real human reads your email.