All questions about FOREO LUNA 3 answered

FOREO Newswire / Products

girl holding blue LUNA 3 and phone with FOREO app in the hands

Check out the answers to the most common LUNA 3 questions.

Our latest LUNA 3 is out, and it raised some new interesting questions from our FOREO friends! Find answers to everything you’ve been wondering about the brand new LUNA 3, like how exactly to combine it with the app for the best massage treatment? Can it be used without the app? And many more great questions. 

To get started, take a look at this step-by-step video on how to use the app. You’ll be calling yourself a LUNA 3 expert in no time!

 

 

Can I use LUNA 3 without the app?

You can, but in that case you will be able to use only cleansing mode of LUNA 3. However, to unlock your device for your first use, you must register through the FOREO app and select your cleansing intensity preferences and then you can start using LUNA 3 without the app.

When it comes to massaging treatments – you cannot avoid app. You need the app for two reasons – there are four massage treatments so with the app you choose which one you want. Each massage is navigated with the video in the app so you need it to get the best experience of your facial massage treatment.

 

How to use LUNA 3 without the app?

To turn on device you need to double click the button on the back side and device will start pulsating. After 60 seconds (or more if you set a longer duration) the LUNA 3 will automatically turn off.

If you want to stop the pulsations before the end, you can hold the button on the back side for 5 seconds and it will turn off.

 

How do I turn off LUNA 3?

LUNA 3 automatically turns off after the treatment ends. If you want to stop cleansing or massage mode in the middle of a treatment you can do so by clicking “Done” at the bottom of the screen in the app. The alternative way is to hold down the button at the back side of the device for 5 seconds.

 

How can I change the intensity of pulsations?

The intensity of pulsations is controlled by the app. You can change it by going to the main menu, (click on the three horizontal stripes) and choosing “My FOREO products”. After you select your device, you can go to settings and change intensity.

We have one more trick to reveal – While you are testing the intensities, you can keep changing it until you discover the one that you like best. When you find your perfect match, you just click “Done”. The intensity you choose will be saved and used for all future cleansings. 

 

Can I change the duration of the cleansing?

The duration of the cleansing is also controlled by the app. When you open the app and choose your device, you should go on settings and select your desired cleansing duration. Keep in mind that minimum cleansing duration is 60 seconds.

 

How to start massage mode?

When you open the app and select your product you will be immediately sent to the cleansing mode screen. To start the massage mode you can click on “Go to massage mode” above the “Start” button at the bottom of the screen.

On the new screen, you will have a slider with all treatments (you see the next one by swiping right and go back by swiping left). After choosing the treatment, simply click “Start treatment” and enjoy your navigated facial massage.

 

girl washing her face

 

Can I use LUNA 3 with cleansing oils?

You can use any facial cleanser with LUNA 3, but to keep your device working perfectly, avoid clay-based, silicone-based, or grainy cleansers as they may damage the silicone. 

 

How to register my LUNA 3?

The LUNA 3 has a new, more simple and quicker way of registration. The first time you turn on the device you need to connect it with the app. Simply turn on the Bluetooth on your phone and turn on the LUNA 3. Once they sync, the product will automatically register.

 

I haven’t received a scratch card, who should I contact?

Don’t worry, you don’t need a scratch card anymore. The older generations of LUNA devices had scratch cards with the serial number that were used for the product registration. LUNA 3 doesn’t have it because you automatically register your device the first time you connect LUNA 3 with the app.

 

Where can I find the serial number of my LUNA 3?

You can find the serial number of your LUNA 3 in the app. Just go to the main menu, click on “My FOREO products” and choose the device whose serial number you want to find. The next screen, titled “About product”, shows your serial number as the first listed number.

If you’re looking for your serial number in order to register your product, don’t worry about it. Your device was automatically be registered the first time you connected to the app.

 

Will there be other LUNA 3’s (like the one for oily skin or for men)?

Unfortunately, at the moment we don’t have any new LUNA 3 launches, but you never know. We are always listening to our customers, so maybe there will be some surprises in the future 😉

Sign up for the newsletter and be the first to know about new products!

 

If we haven’t answered your question, you can get in touch with FOREO’s Customer Care, they will be more than happy to help you. 


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Marina is a yoga and running enthusiast, and a proud wine connoisseur. She also holds a special place in her heart for anything and everything related to France.

107 responses to “All questions about FOREO LUNA 3 answered”

  1. Shaw says:

    My luna 3 can not be seen
    I couldn’t pair the device with my phone
    What should i do?

    • FOREO says:

      Dear Shaw, we are sorry to read that you are experiencing some issues when connecting your LUNA 3 to the app. Please contact us at customercare-emea@foreo.com providing some details about your situation and we will make sure to solve your problem!

  2. Gethsemany says:

    I cannot connect my Luna 3 and there is no code on the bottom to copy manually only a bar code that won’t work, I get an error message and no other options. I’ve restarted my phone, Bluetooth and uninstalled and downloaded the Foreo app trying to fix this but nothing works

    • FOREO says:

      Hi, there! Thanks for reaching out! Did you make sure your LUNA 3 is fully charged? Please connect it to your charger, leave it charging for cca 2 hours and try again 🙂

  3. New luna says:

    I can not register my luna 3 because the app told me that is was registered by other but i bought the new one not used products. So i contacted customer care but have no response what should i do?

    • FOREO says:

      Hi, there! So sorry to hear about this issue.
      I can see from your correspondence with our CC team that the problem has now been solved.
      Should you have any other questions, please feel free to reach out to our CC team!
      Foreo

  4. Ellie says:

    Hi my luna 3 started vibrating without me touching me or the app was not on. Then i couldnt stop it at all until i had to plug it to charge and it stopped.

    Also when i use it manually, it does not stop after the set duration i always have to press for 5 secs.

  5. ohoheli says:

    Foreo app keeps on crashing on Android making the Foreo Luna Mini 3 unusable.

    It just arrived today from Singapore, charged it for about 1.5 hours. But when I was trying the device, it won’t work since the app crashes when setting the intensity. No vibration on the device. Appreciate immediate assistance please.

    • FOREO says:

      Thank you so much for your patience!
      Please try updating the APP. However, if you already did and the same issue happens please send an email to customercare@foreo.com so we can proceed accordingly.

  6. Adelina says:

    Hi, my Luna 3 just stops I less than 30 seconds and when I double click it, it runs for the full 2 minutes. This happens every time since I bought it last week. Is it normal?

    • FOREO says:

      Hi Adelina, our Product development team did research and please note that it is normal for Luna 3 in the offline mode, after you turn it on, to work for 10-30 seconds and then to turns itself off. I would kindly ask you to turn it on again and you will have your full-time cleaning mode.

      Please note that we are currently working on adding this information to our Luna 3 user manual on our website.

  7. Panjawee says:

    Hi,
    MY luna mini 3 is turn on automatically and cannot turn off. I cannot do anything just let it vibrate while sleep.
    It’s happen when I on a trip and didn’t bring charger. It ‘s very frustrating.

    I’m very disappointed if i compare with a luxury price.

  8. Samantha says:

    I’ve bought a used foreo Luna 3 and now I can’t register under my name. What should I do?

    • FOREO says:

      Hi Samantha, please contact the previous owner and ask him/her to contact customercare@foreo.com asking for a registration removal and your problem will be fixed in no time! 🙂

  9. Alicey says:

    Hi, when I double click the button to start cleansing mode, it always vibrates for about 10 secs then stops. I have to double click one more time to start the 1min mode. Is there a way to fix this? Thank you

    • FOREO says:

      HI Alicey, our Product development team did research and please note that it is normal for Luna 3 in the offline mode, after you turn it on, to work for 5-10 seconds and then to turns itself off. I would kindly ask you to turn it on again and you will have your full-time cleaning mode.

      Please note that we are currently working on adding this information to our Luna 3 user manual on our website.

  10. Viviana Nicolella says:

    i have the same issue like the others girl 🙁
    I couldn’t pair the device with my phone & I cannot connect my Luna 3 and there is no code on the bottom to copy manually only a bar code that won’t work, I get an error message and no other options. ( and yes it is charged 🙂 )

    • FOREO says:

      Hi Viviana, I’m so sorry to hear you are experiencing issues with our APP. Please try updating the app and should you have any issues again please write an email to customercare@foreo.com for further assistance.

  11. Trang says:

    Each time I turn on my foreo luna 3, it runs only in 30 seconds, but not the setted time in my app. For the second time, it runs normally with time setted. Please show me how to fix. Thank you.

    • FOREO says:

      Don’t worry Trang, it’s how Luna 3 works in the offline mode. 🙂

      Our Product development team did research and please note that it is normal for Luna 3 in the offline mode, after you turn it on, to work for 5-10 seconds and then to turns itself off. I would kindly ask you to turn it on again and you will have your full-time cleaning mode. However, if your Luna 3 does not respond once you turn it on again I regret to inform you that it is indeed faulty.

      Please note that we are currently working on adding this information to our Luna 3 user manual on our website.

  12. Best says:

    My foreo Luna mini 3 is shaking all time and can not place the button for stop or anything
    How can I do? T.T

  13. Paige says:

    I got mine as a gift, so we don’t know when it was purchased, I need a purchase date so I can set up account? How to I figure it out?

    • FOREO says:

      Hi Paige, don’t worry, you can write the date when you received your device as a purchase date! 🙂

  14. Simone says:

    Hi,

    I‘m trying to connect my new Luna 3, but it’s not working. It is popping up a message error “Missing token your need send token to access this endpoint”.

    Please let me know what I have to do to solve this matter.

    Thanks!

    Best Regards
    Simone

    • FOREO says:

      Hi Simone, the missing token message means that you need a little update in the APP. 🙂

      Please delete the APP, restart your phone and reinstall the app again.

  15. Quynh says:

    I have problem with warranty registration process. I try it on the website, put all information needed (serial number from the Foreo for you apps, date of purchase, where I buy it), but doesnt work at all. Its said to not be able to register. Can you help?

  16. Doris says:

    Same problem with me and I’m overseas right now and I didn’t bring the charger with me it has been vibrating for hours now.

  17. Havva katt says:

    Hi
    My Luna mini 3 won’t work

  18. Duong says:

    I can’t use the massage treatment on the app as it’s not showing. Can you help please?

    • FOREO says:

      Don’t worry, once you finish your cleansing routine you will have an option to choose one of the four massage treatments our amazing APP has! 🙂

      However, if you are unable to see the four massage treatments please update your app.

  19. Nguyen Pearl says:

    My foreo luna 3 does not connect at all even I tried to delete and reinstall the app and left it charged for overnight 🙁

  20. Natrada Klaydang says:

    Hi

    I buy luna 3 from seller (2nd hand used) but I can’t connect because seller still have device on her app

    So I let her Know and her try to remove it but she can’t to remove.

    I have SN number / Purchase Date

    So i contacted customer care but have no response what should i do?

    • FOREO says:

      Don’t worry, the previous owner needs to send an email to customercare@foreo.com asking the registration to be removed and you will be able to use your lovely Luna 3. 🙂

  21. ary says:

    Hi, I use Luna 3 without app. I double click it, it starts but only around 10-20 seconds then it stop.
    I have to double click it once again then it can work properly. What should i do?

    • FOREO says:

      Don’t worry, your device is perfectly fine. 🙂

      Our Product development team did research and please note that it is normal for Luna 3 in the offline mode, after you turn it on, to work for 5-10 seconds and then to turns itself off. I would kindly ask you to turn it on again and you will have your full-time cleaning mode. However, if your Luna 3 does not respond once you turn it on again I regret to inform you that it is indeed faulty.

      Please note that we are currently working on adding this information to our Luna 3 user manual on our website.

  22. Eun Shim Jang says:

    I can not register my luna 3 because the app told me that is was registered by other but i bought the new one not used products. I tried many times it keep saying the message it’s wrong device.

  23. Narmin says:

    I can’t connect my Luna 3 to my bluetooth!! I receive an error message when i try to enter the code of my Luna 3!! My device is charged but there is light that turn on and off. I contacted CC but i don’t have an answer. What am i supposed to do ?

    • FOREO says:

      Don’t worry, please note that you are supposed to connect your device with FOREO For You APP while your Bluetooth is on and not connect it with your Bluetooth. All you need to do is simply download our APP and connect your device with the APP by holding the turn-on button for 5 seconds. 🙂

  24. Araya says:

    If I don’t have Luna 3 purchase evidence how can I connect luna3 with application?

    • FOREO says:

      Don’t worry Araya, you can take a picture of anything, the algorithm will not recognize if you have a proof of purchase. 🙂

  25. Katia says:

    I don’t have a serial number on my foreo box or any where else ,what shall i do?

    • FOREO says:

      Don’t worry Katia, Luna 3 does not have a visible serial number. Once you connect your device with FOREO For You APP you simply need to follow APP instructions on how to register your device, then the serial number will be visible on your account.

  26. Carolina says:

    When I use mine manually, it starts for 10-15 seconds then stops. Then I have to reactivate for it to go the intire 60 seconds. Why is that happening?

    • FOREO says:

      Your device is perfectly fine Carolina, don’t worry, it’s how Luna 3 works in the offline mode. 🙂

      Our Product development team did research and please note that it is normal for Luna 3 in the offline mode, after you turn it on, to work for 5-10 seconds and then to turns itself off. I would kindly ask you to turn it on again and you will have your full-time cleaning mode. However, if your Luna 3 does not respond once you turn it on again I regret to inform you that it is indeed faulty.

      Please note that we are currently working on adding this information to our Luna 3 user manual on our website.

  27. Aparna Verma says:

    Does Foreo Luna 3 come with a rubber/silicon plug to place over the charging point to prevent water from getting into it ?

    I did not get one in the package

    • FOREO says:

      Hi Aparna, please note that Luna 3 does not come with a silicon plug to protect the charging port. However, please don’t worry, Luna 3, including the charging port, is waterproof. 🙂

  28. Didem says:

    I bought Luna 3.but i cant register and cant make warranty all are says it is wrong serial number. And i cant activate the device.

  29. Simone Ribeiro Nascimento da Silveira says:

    I can’t register my Luna 3… it keeps asking for a proof of purchase and all pictures I upload doesn’t solve the problem. Please help!

    • FOREO says:

      I’m so sorry to hear you are experiencing issues with our APP. Please try updating the app and should you have any issues again please write an email to customercare@foreo.com for further assistance.

  30. Kehinde Oyebola says:

    Hiya,

    I’ve had my Foreo Luna for 5 years’ now. I remember there was an exchange service ? Could I exchange my old one for a new one. Or failing that, what would be the best way to dispose of a Foreo Luna?

    • FOREO says:

      Hello Kehinde, thanks for your questions and your particular question about disposal, we eco-friendly customers! 🙂

      Please note that the only way you can exchange your device is if your device is indeed faulty within our 2-year warranty policy. Regarding your disposal question, we recommend that you visit your local electronics recycling center. Most electronic waste facilities will gladly accept and recycle FOREO devices. If your local electronics recycling center will not take the FOREO device as a whole unit, then you can very simply take it apart to properly dispose of the individual pieces.

  31. Bárbara says:

    I just bought the luna 3, i downloaded the app but i cant find the massage mode. It simply doesnt appear.

    • FOREO says:

      Hi Barbara, please note that the massage modes will appear in the APP once you are finished with your cleansing routine. In addition,just to be on a safe side, we recommend updating your APP.

  32. Beverly says:

    I just bought my LUNA 3 today. The device can’t connect to my phone. I did everything as well. But bluetooth can’t detect the LUNA 3 device. I tried it many times. Theres no serial number to copy as well only bar code the. after I scan it will appear that its a wrong device.

    • FOREO says:

      Don’t worry Beverly, you need to connect your device to our FOREO For You APP and not your phone/bluetooth. Please write an email to customercare@foreo.com should you need further assistance.

  33. Antonia Balan says:

    Hi i have had my luna for less than a week. I used it tonight and heard a noise coming from inside it when i use it to wash my face..like there’s somethibg loose inside it.it can only be heard when moved very fast. Is this normal as i have not heard it previously to today?! Thank you!

  34. Barbara says:

    My Luna 3 will not download treatment for massage. I see the “download treatment” in a very light colored pink, but unable to download; it won’t do anything. At first I thought I needed to do cleansing first in order to be able to download massage treatment but this was not the case.

    • FOREO says:

      Hello Barbara, don’t worry, this message means that your internet connection is not strong enough during the treatment. I would kindly ask you to make sure your internet connection is fully strong before entering the massage treatment mode. 🙂

  35. Kofi says:

    I’m not able to recharge with a scratch card.
    Only buying from my mobile account or credit transfer.
    How do I recharge

    • FOREO says:

      Dear Kofi, please note you are unable to charge your scratch card. To reveal the code, please just scratch the grey stripe in the middle of the magnet. With this code, you can register your device and receive a special discount. 🙂

  36. Gracie says:

    Hi there, I have trouble connecting it to my Bluetooth and app. I have the serial number with me.

    • FOREO says:

      I’m so sorry to hear you are experiencing issues with our APP. Please try updating the app and should you have any issues again please write an email to customercare@foreo.com for further assistance.

  37. Ae MahNukul says:

    I can not register my luna 3 because the app told me that is was registered by other but i bought the new one not used products. I contacted customer care but have no response. I also contact via chat mode and none responded as well. Kindly advise.

  38. Anne Catambay says:

    My charging cable will not push all the way into the jack opening.

    Why?

    • FOREO says:

      Don’t worry Anne, it is simply how the Luna 3 was designed – the charger is in fact designed to be slightly apart from the UFO whilst charging it. 🙂

  39. Deedee says:

    I just received my Luna3 but it’s doesn’t vibrate aft I double clicks to turn on, this is my second device so I know how to turn it on but this Luna 3 doesn’t respond, do I have to register first? I’m giving this for my friend, if I register to my phone can my friend register to her phone too? Will my Luna3 works after register?

    • FOREO says:

      Correct, in order to unlock your Luna 3 for the first time you need to connect it to our FOREO For You APP. 🙂

  40. Mun Yee Tham says:

    Hi there, I recently purchased a Luna 3 for Sensitive Skin from Zalora (proof of purchase available). However, I couldn’t pair the device with my phone. I thought that there might be no battery, so I used the charging wire to try to charge the device. However, when the wire was plugged in, the device started vibrating and couldn’t stop. Pressing the button for 5 seconds did not turn the device off. I had to unplug the device and wait for about 5-10 minutes in order for the device to stop vibrating. When I tried to manually scan the barcode the register the device, there was an error message saying “Wrong Device” even though I could clearly see the Serial Number (can provide if required). on the App based on the barcode scan. Could you advise what my next steps should be please? I have tried the same process using another phone, but it was the same result.

  41. Ale says:

    How many times a week can I use my Luna 3?

    • FOREO says:

      Hi Ale, we recommend using your twice maximum twice a day. Hence, 14 days a week.

  42. Patthanan says:

    Hi, I can’t register Luna 3 because the apps error still showing “ purchase can’t be empty” which I uploaded the receipt photo. It was upset me so bad.!!

  43. Joan Wang says:

    Hi

    “Oops connection is lost, please make sure your device is turned on.” is received while using my LUNA mini 3.

    Appreciate if you are able to assist in this.

    • FOREO says:

      I’m so sorry to hear you are experiencing issues with our APP. Please try updating the app and should you have any issues again please write an email to customercare@foreo.com for further assistance.

  44. Earnestine Chotkowski says:

    The charging connection doesn’t go all the way into my new Luna 3, only half way. Is this normal, should I push harder, or should I return the device?

    • FOREO says:

      Don’t worry Earnestine, it is normal that the charging cable for your Luna 3 does not intrude all the way into the UFO itself. In other words, the Luna 3 charger does not press up against the device while charging it, but there is indeed a small gap. Please don’t worry, it is simply how the Luna 3 was designed – the charger is in fact designed to be slightly apart from the UFO whilst charging it.

  45. Christina Doherty says:

    I cannot connect the Luna 3 to the app using the bar code either. It’s not showing up under Bluetooth Devices. I tried uninstalling and installing the app, still no dice.

    Looks like a common issue.

    • FOREO says:

      Don’t worry, Christina. Please note that you need to connect the device by choosing the Luna 3 inside the APP and holding the turn on the button for 5 seconds. Should you continue to have issues please write an email to customercare@foreo.com for further assistance.

  46. Mag says:

    My Luna 3 can’t connect with the app. I tried to press and hold the button, nothing happens. Using camera to match the device, it shows ‘wrong device’. Can’t even put in serial number manually. Basically, can’t do anything with the device whatsoever. Please help.

    • FOREO says:

      I’m so sorry to hear you are experiencing issues with our APP. Please try updating the app and should you have any issues again please write an email to customercare@foreo.com for further assistance.

  47. Nagy Alexandra says:

    Jo estét!Sajnos luna 3 készülékemet nem tudom össze csatlakoztatni a telefonommal.Ebben kérném a segítségüket.

    • FOREO says:

      I’m so sorry to hear you are experiencing issues with our APP, Nagy. Please try updating the app and should you have any issues again please write an email to customercare@foreo.com for further assistance.

  48. Cristina López says:

    How often should we do the massages? I’ve been applying my eye cream with the “eyes on the prize” massage because it feels really good but I worry it might be too often?
    Once a week it’s enough to see results?

    • FOREO says:

      Great question Cristina! 🙂

      We recommend using your Luna 3 no more than two times a day, one minute in the morning and one minute in the night. Hence, 14 times a week.

  49. mirna says:

    hello ; can luna 3 b used by 2 person me and my husband thank you

    • FOREO says:

      For reasons of hygiene, we do not recommend sharing your LUNA 3 with anyone else.

  50. Cristina Lopez says:

    Thanks for answering 🙂 And what about the massages? It’s ok to do them at morning and at night?

  51. Tran Khoa Anh says:

    I do not turn off luna mini 3! Help me!!!

  52. Mai Le says:

    My Luna 3 ran out of battery so quickly (after 3 days = 6 times used). Please note that it was fully charged when I just got it. I tried to recharge again yesterday and now it is only 3/4 battery left. Does it have problem?

  53. HO SIN MAN says:

    APP doesn’t accept/recognize the serial number I fill in 2ALU9-LUNA3 V for Sensitive Skin. So I cannot do any setting at all. I bought it on 3 March 2020 at online YOHO Store

    UPC No. 7350092139151

    • FOREO says:

      Please note that Luna 3 does not come with a visible serial number. I would kindly ask you to contact customercare@foreo.com if you are still unable to connect to the app.

  54. Zein says:

    Bought my LUNA 3 today, couldn’t charge it. the charging cable didn’t fit the charging port. What are the options to charge the device??

    • FOREO says:

      Hello Zein, don’t worry, it is normal that the charging cable for your Luna 3 does not intrude all the way into the Luna 3 itself. It is simply how the Luna 3 was designed – the charger is in fact designed to be slightly apart from the UFO whilst charging it. If your device is not blinking while being charged I would kindly ask you to send an email to customercare@foreo.com for further assistance.

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