PointLens

Human Help for a Camera AI Tool

PointLens Support

Need help with camera permission, location context, AI scans, purchases, account protection, or a privacy request? Contact PointLens Team and include your user ID when the issue involves scan credits or purchases.

Email: 22373995@qq.com Typical response: 1-3 business days App: PointLens

Contact

Email PointLens Support

For the fastest help, include your PointLens user ID, device model, iOS version, app version, and a short description of what happened.

22373995@qq.com

You can find support information in the app by opening Settings, then Support. The Support screen can copy your user ID and scan-credit status.

Checklist

What to include in a support request

  • Your PointLens user ID from the in-app Support screen.
  • Your app version and iOS version.
  • Whether you are using PointLens anonymously or with platform account sign-in.
  • For purchase issues: product purchased, approximate purchase time, and any App Store receipt or transaction information you are comfortable sharing.
  • For AI scan issues: what you scanned, whether camera permission was granted, and whether location context was enabled.
  • For privacy or deletion requests: the user ID you want us to locate and delete where legally possible.

Camera

Camera permission help

PointLens needs camera permission to understand the object or text in front of you. If the camera view is unavailable, open iOS Settings, find PointLens, and enable camera permission.

Problem

Camera is black or unavailable

Confirm camera permission is enabled, close and reopen the app, and make sure no system restriction is blocking camera access.

Tip

Better AI scan results

Hold steady, point at the main object or text, improve lighting, and avoid unnecessary personal information in the frame.

Location

Location context is optional

PointLens can use optional location context to better understand local signs, rules, places, and city spaces. You can continue using PointLens without location. To change this permission, open iOS Settings, find PointLens, and adjust Location access.

If location permission is denied or unavailable, AI scans continue without GPS coordinates.

AI Scans

Free and purchased AI scans

PointLens includes free AI scans. After free scans are used, you can buy additional non-subscription AI scans through in-app purchase. Purchased scans are intended to remain available to your PointLens user ID and do not expire under normal service operation.

Free scans The app tracks how many free AI scans have been used and how many remain.
Purchased scans Purchases add scan credits to your account after the App Store and purchase infrastructure confirm the transaction.
Refresh actions Refreshing action suggestions may be handled separately from a full AI scan depending on app behavior.

Purchases

Purchase, restore, and refund support

  • If a purchase succeeded but scans did not appear: open the app Support screen, copy your support information, and email it to 22373995@qq.com.
  • If you changed devices: use platform account sign-in in the app to help protect and reconnect remaining scans.
  • Refunds: App Store payment processing handles payment refunds. Request a refund through the official App Store refund flow. We can still help investigate whether credits were granted correctly.
  • No subscription: PointLens AI scan purchases are one-time consumable credit purchases, not a recurring subscription.

Account

Anonymous use and platform account sign-in

PointLens can create an anonymous user ID so you can use the app without setting up a traditional account. If you have remaining scans, platform account sign-in helps protect those scans if you delete the app, clear data, or switch devices.

Anonymous

Quick start

Anonymous use is convenient, but remaining scans may be harder to recover after app deletion or device changes.

Sign-in

Protected scans

Platform account sign-in links your PointLens user ID to a protected account identity so support can better help with account continuity.

Privacy

Privacy, data access, and delete requests

Read the full PointLens Privacy Policy for data categories, service providers, retention, deletion, and your controls. To request deletion of account records or ask a privacy question, email 22373995@qq.com with your PointLens user ID.

Deleting account records may affect remaining scans, purchase lookup, support history, and account continuity. Some purchase or security records may be retained where required by law, App Store obligations, accounting, or fraud prevention.

Safety

AI result limitations

PointLens can make mistakes. AI results may be incomplete, outdated, or misread if the camera image is blurry, the object is partially hidden, text is small, lighting is poor, or local context is missing. Always follow official signs, product labels, safety warnings, and qualified professionals for important decisions.

Troubleshooting

Quick fixes

  1. Update PointLens to the latest App Store version.
  2. Restart the app and confirm network access is available.
  3. Check camera permission in iOS Settings.
  4. For location-based context, confirm Location permission is enabled if you want to use it.
  5. For purchases, wait a few minutes and then reopen the Support screen to refresh credit status.
  6. If the issue continues, email support with your copied support information.