Help
Support and frequently asked questions
Here you will find quick answers – and direct contact if something does not work. Support is by e-mail; there is no form and no ticket system collecting additional data.
Contact
Write to us at quizel.support@protonmail.com.
So that we can help quickly, please include:
- your support ID (see below),
- the app version and the iOS version,
- what you did and what happened instead – ideally with the time.
Please do not send photos of yourself. We do not need them for technical questions; support only sees purchase and job status, timestamps and error codes anyway.
What is the support ID?
Lashvue has no user account. So that we can still find your installation, our server assigns a short identifier in the format “LL-…”. You will find it in the app under Settings → Support.
The support ID is not a password and contains neither your name nor your e-mail address. It points to technical status data of your installation – not to your photos, because those exist only on your device.
Managing or cancelling the subscription
Lashvue Plus is billed via your Apple account. You can manage and cancel it directly with Apple:
- On your iPhone, open the Settings app and tap your name.
- Tap “Subscriptions” and select Lashvue.
- Tap “Cancel Subscription” or choose a different billing period.
“Manage subscription” in the Lashvue app’s settings opens the same area. Apple’s detailed instructions: Cancel a subscription.
After cancellation your access remains until the end of the paid period. Results already saved remain usable on your device afterwards too. Deleting the app or your data does not cancel the subscription.
Restoring purchases
After reinstalling, or on another device of your own, tap Settings → “Restore purchases” in the app. Our server verifies the purchase and re-enables your access.
What is restored
- your active subscription and with it access to new AI previews,
- your current position in the usage month. The limit applies per purchase account; restoring does not reset it.
What is not restored
- your local library: original photos, previews, comparisons, favourites and notes. They exist only on the device on which they were created. Lashvue has no cloud gallery and syncs nothing between devices.
- results that have already expired on the server.
If you want to keep results, export them to your photo library before switching devices.
Refunds
App Store purchases are processed by Apple, so you request refunds from Apple: Request a refund from Apple. Your statutory rights remain unaffected. If a technical fault on our side was the cause, write to us as well – we will help to clarify the matter.
Frequently asked questions
Which photo works well?
Taken from the front, eyes open, even soft light, no sunglasses, no hair in front of the eyes and no heavily distorting filters. Ideally without prominent artificial lashes. Only use a photo of yourself.
Why was my photo rejected?
The app checks the photo on the device before you buy or upload anything: exactly one face, both eyes clearly visible, sufficiently sharp and bright, eye area large enough. The app tells you what you can change. Nothing is transferred for this check.
How many previews are included in Lashvue Plus?
Up to 16 new AI previews per usage month – in the monthly as well as the yearly subscription. A preview is one successfully generated look on one photo. Unused previews are not carried over. Viewing, comparing and exporting do not count.
When does my limit start again?
The usage month follows the start date of your subscription, not the calendar month. The next date is shown in the app under Settings.
A preview failed or looks technically wrong. Does it count?
Failed generations do not count. If a result looks technically wrong – for example a deformed eye – report a technical problem in the result view. There is one repair attempt per result without additional counting. If you simply do not like a look, that is not a technical fault; a new variant then counts as a new preview.
Will I get a notification when the result is ready?
No. The app uses no push service. The job continues on the server when you leave the app; open it again to see the status. Results are available for retrieval for at most 24 hours.
I did not retrieve a result in time. What now?
After 24 hours the file has expired on the server. The app explains this and offers a limited technical recovery without the preview being counted twice. This may require you to explicitly upload the eye crop again.
How do I change the app’s language?
Via the iOS “Language” setting for the app. From its own settings, Lashvue opens the matching page in the iOS Settings for this. The app is available in German and English.
How do I delete my data?
In the app under Settings → “Delete data”. All routes, including without an internet connection, are on the page Delete your data.
Is the preview professional advice?
No. Lashvue shows a visual AI preview. It is not a diagnosis, not a treatment plan and not a promise of a result at a studio. Details: AI feature and recipients.
Privacy requests
Please also send access, deletion and other privacy requests to quizel.support@protonmail.com and include your support ID. Details are in the privacy notice; provider details in the imprint (Impressum).