Support

Get in touch

The fastest way to reach us is by email. We try to reply within 48 hours, Monday through Friday.

Common questions

How does the AI work?
You take 1–4 photos of your piece. Premium AI analyzes the photo(s), looking at metal, hallmarks, gemstones, era, craftsmanship, and condition. You get a structured result with confidence scores within seconds.

Are the value estimates accurate?
Value ranges are AI-generated estimates based on comparable items and visible features. They are not certified appraisals. For insurance, resale, or any decision involving real money, always consult a certified appraiser or jeweler in person.

What about my photos — are they private?
Photos stay on your device. When you run a paid scan, your photo is sent to our AI provider for processing through a secure proxy and is not retained after the scan completes. We don't store your photos on our servers. See our Privacy Policy for details.

How do I cancel my subscription?
Subscriptions are managed by Apple. Open Settings → [Your Name] → Subscriptions on your iPhone, find Jewelry Identifier, and tap Cancel Subscription. Deleting the app alone will not cancel your subscription.

How do I get a refund?
All purchases are processed by Apple. Request a refund at reportaproblem.apple.com. We can't process refunds directly.

I just paid but Pro features still aren't unlocked.
Make sure you're signed in to the same Apple ID that purchased the subscription. Open the app, scroll to the bottom of any paywall, and tap "Restore Purchases". If that doesn't work, email us with your Apple receipt number and we'll sort it out.

I moved to a new phone. How do I get my collection back?
Your saved collection lives on the device. To transfer it, open Settings inside the app on your old phone, tap Export Collection, save the file (AirDrop, email, or iCloud), then import it on your new phone via Settings → Import.

The AI is wrong about my piece.
AI models make mistakes. Try retaking the photos with sharper focus, better lighting, and a close-up of any hallmarks. Tap "Scan hallmark" on the result screen to add a separate close-up of the maker's mark — this often dramatically improves the result.

Something else?
Email us at the address above and include your device model, iOS version, and a description of what went wrong. Screenshots help.