Help! I'm seeing the error message "Your device is incompatible"

If you are having difficulties downloading or installing the LUMI app on your Android phone, it may be that either your device is incompatible, or it is compatible and experiencing a glitch - which can be easily fixed by following the steps outlined in this guide.

Whilst we are working to expand compatibility across more Android devices through firmware updates, we have heard some reports from users who are unable to download the app, despite having a device on the supported list in Google Play.

If you are seeing the error message "Your device is incompatible", please follow the steps listed here.

What to do if you see "Your device is incompatible"

  1. Check your device is compatible 
    1. Please check that your device is listed as a compatible device by clicking here. Please note, this is not a complete list but rather a list of devices that have been tested so far - others may still work.
  2. Check in the Google Play Store.
    1. Open the Play Store in a web browser, while logged in to your Google account, and view our app page here. If you see the message "Your device is incompatible", please let us know.
  3. Clear application cache
    1. If the error message is not there, the problem may be solved by clearing the Google Play Store application cache using the steps outlined in this guide.
  4. Restart your device
    1. Turn your device off, wait 60 seconds and turn it back on again.
  5. Remove your Google account
    1.  If the problem is still not resolved, try removing your Google account from your device, and then adding it again, following the steps in this guide.
  6. Is your device rooted? 
    1. This can cause problems for a small number of individuals. Please let us know if this is the case.

It is important to note that phones and tablets running a 32-bit architecture will not run the LUMI app. If you think your device is compatible but are unsure on whether or not it is a 32-bit device, please follow the steps below:

How to check if your device has 32-bit or 64-bit architecture

  1. Install the CPU-Z application from the Google Play Store
  2. Go to the System tab.
  3. Look next to Kernel Architecture. If the code inside contains ‘x64′ string, your device has a 64-bit OS; if you cannot find this string, then it is 32-bit.