The account or download says it is unavailable
The current website and development app intentionally keep account access and public downloads disabled. Changing Camera or Accessibility permissions cannot resolve that release state. Check release status before treating it as a problem with your Mac.
For a future enabled release, an account-service outage or expired session will also stop membership verification. The implementation does not continue with an old offline entitlement. Use normal password entry while access cannot be confirmed.
There is no usable camera image
Check which camera is selected in the native app and whether Lunlo has permission to access it. Inspect the actual image rather than assuming that a connected camera is producing usable frames. A covered lens or an obstructed view is a separate issue from account sign-in.
Apple's camera access guide explains the per-app permission control. A future support report should identify the camera and macOS version without including face images or a Mac password.
A scan starts but does not hold a match
The development policy resets its evidence when a face disappears, stops matching, switches identity or when multiple faces are detected. Keep one person in view and inspect the image in Face Lab under your usual lighting. Note whether a usable image, a face match or a liveness result is missing.
A reset is not evidence that the system has detected an attack. The preview has no published real-world accuracy or spoof-resistance measurements. Review the recognition limits before interpreting a result.
Recognition appears successful but the Mac stays locked
Recognition is only one condition. Password entry also depends on membership verification, local vault authorization, the correct locked session and Accessibility access. Apple explains where to review Accessibility permissions.
The implementation allows one stored-password attempt per lock session. If it fails or is interrupted, enter your Mac password normally. Do not interpret a face-match indicator as proof that the password was submitted or that macOS accepted it.
Record the symptom without exposing credentials
Useful diagnostic details include the app version, macOS version, camera selection, whether the account service was available, and the last visible step. Keep account sign-in, vault authorization, camera capture, recognition and password entry as separate observations.
Do not include passwords, authentication links, access tokens or enrolled face data. The public support workflow is still being prepared. For now, use the setup guide to understand prerequisites and the compatibility guide to identify unsupported login situations.
If the problem began after a password change, read updating Lunlo’s saved Mac password. For a connection failure, see why the unlock flow needs an online check. First distinguish an ordinary lock screen from startup or logout.