Support
Need help with a scan or subscription? Email us with a description of what happened. Your Support ID helps us look into scan problems.
Email us
Include a screenshot if it helps explain the problem. For a failed scan, a stuck result or a question about your allowance, copy your Support ID from Settings into the email.
Find your Support ID
Open Settings in RockLens and tap your Support ID to copy it. It starts with RL- and identifies your app installation. It is not a password and is not used for advertising.
Free scans and subscriptions
Your first 3 full scans are free. Photos recognized as something other than a rock, crystal, gem or jewelry do not count. Premium includes up to 50 scans per day. Purchases go through Apple; you can manage or cancel a recurring subscription in your Apple Account settings. The collection journal stays free to use.
Refunds
Apple handles App Store refunds. Request one through Report a Problem or your purchase history. We cannot reverse an Apple charge on your behalf.
Identification accuracy
RockLens suggests three likely matches and checks to help you compare them. If a result seems wrong, try a clearer photo in good light or add another angle. Let us know if it repeatedly misses a specimen whose identity you have confirmed.
Privacy and your data
Your saved collection stays on your device. Scan photos are sent for identification. See Privacy choices for instructions on exporting or deleting your collection and requesting access to retained scan history.