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Common questions
Before reaching out, check if your question is already answered here.
Why isn't the scanner detecting my ingredient label?
Nutrition Facts AI scans the product label as a whole — not just the ingredients text. Point the camera at the full back-of-pack label and hold it steady. The app reads the entire visible label automatically. Make sure the label is well-lit and fits within the camera frame. For small or curved packaging, try taking a still photo using the camera button instead of live scan mode.
The score doesn't seem right for a product I scanned.
The score is based on two things: your profile settings (the flags you've set in the Profile tab), and the product data we fetch from Open Food Facts — an open-source, community-maintained food database. If the score looks unexpected, it may be because the Open Food Facts entry for that product is incomplete or inaccurate. Try checking the ingredient list shown in the scan result to see exactly what data was used. You can also help improve accuracy by contributing to openfoodfacts.org.
How do I cancel my Pro subscription?
Go to your iPhone Settings → [Your Name] → Subscriptions, find Nutrition Facts AI, and tap Cancel Subscription. You'll keep Pro access until the end of your current billing period. We don't handle billing directly — everything goes through Apple, so we can't cancel or refund from our end.
I bought Pro but the app still shows the free tier.
Try tapping Restore Purchase in the paywall screen. This re-checks your Apple ID for active subscriptions. If it still doesn't work, make sure you're signed into the same Apple ID used for the purchase. If the issue persists, visit our Contact Us page and we'll help.
Is my scan history backed up anywhere?
Yes — your scan history syncs automatically to your personal iCloud account using CloudKit. This means it's backed up and accessible across all your Apple devices signed into the same iCloud account. We don't have access to this data — it lives entirely in your own iCloud storage.
Does the app work without an internet connection?
History and Food Box work offline — your saved scans are stored locally and in your iCloud account, so you can browse them anytime without a connection. However, scanning a new label requires an internet connection because the app fetches product data (name, nutrition facts, and image) from Open Food Facts. Without internet, new scans cannot be completed.
Can I request a refund?
Refunds are handled by Apple, not by us. To request one, go to reportaproblem.apple.com, sign in with your Apple ID, find the purchase, and select "Request a Refund." Apple will review and respond directly. We recommend using the 7-day free trial before subscribing so you can experience Pro features before any charge.
My question isn't listed here.
No problem — head to our Contact Us page and use any of the options there. We reply to every message personally, usually within 24 hours on business days.
Still need help?
Drop us a line. We're a small team and we read every email — no bots, no auto-replies.
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