Rosetta Lens

Support

Need help with Rosetta Lens? Email [CONTACT EMAIL] and we'll get back to you, usually within [SUPPORT RESPONSE TIME]. Please include your device (iPhone or Android), the App version (shown at [IN-APP LOCATION OF IDENTIFIER, e.g. Settings > About]) and what happened.

Email support

Frequently asked questions

Purchases and subscriptions

How do I restore my purchases on a new or reset phone?

Open the App and use Restore Purchases ([IN-APP LOCATION OF RESTORE PURCHASES]). Make sure the phone is signed in to the same Apple ID (iPhone) or Google account (Android) you bought with. The App has no accounts, so your plan, reading packs and trip passes are linked to your store purchase records.

How do I cancel a subscription?

Subscriptions are managed by Apple or Google, not in the App. Cancel at least 24 hours before the renewal date to avoid being charged for the next period. Deleting the App does not cancel a subscription.

You keep access until the end of the period you have paid for.

How do I ask for a refund?

Refunds are processed by the store you bought from:

If something is wrong with the App, please also email us at [CONTACT EMAIL]. This does not affect your rights under the Australian Consumer Law (see our Terms of Use).

What happens to unused readings?

Monthly plan readings reset each month and don't carry over. Reading packs are used after your monthly allowance and expire 12 months after purchase. Trip passes last a limited time (currently 7 days) and don't renew. Details are shown in the App before you buy.

A cloud reading failed. Was I charged?

No. If a cloud reading fails or times out on our side, it is not counted against your allowance. If your connection drops while a reading is being made, reopen the App within a few minutes and it will collect the finished reading without charging you again.

Readings and privacy

How accurate are the readings?

Readings are generated by machine-learning models and can be incomplete or wrong, especially for damaged or unusual inscriptions. They are a helpful guide, not expert authentication. See section 7 of our Terms of Use.

Are my photos uploaded?

Only if you are on the Pro plan and choose a cloud reading for a particular photo. Otherwise readings are made on your phone. We do not store photos sent for cloud reading; the finished reading text is kept for up to 10 minutes so the App can collect it, then deleted. See our Privacy Policy.

How do I delete my data?
  • On your phone: delete readings in the App's history, or uninstall the App to remove everything stored locally. On iPhone, the reading counter may be kept in the iOS Keychain after reinstalling.
  • On our server: email [CONTACT EMAIL] with the subject "Privacy request" and say you'd like your data deleted. To find your records, include your App identifier (shown at [IN-APP LOCATION OF IDENTIFIER, e.g. Settings > About]) or details from your App Store or Google Play receipt. We aim to respond within 30 days.

Please note: deleting your purchase identifier and usage records may mean we can no longer recognise remaining reading-pack or trip-pass balances. Apple and Google keep your purchase records under their own policies. Full details are in section 11 of our Privacy Policy.

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