Tracewise: Allergen ScannerTracewise: Allergen Scanner Support
We usually reply within one business day.
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Tell us what happened, which iPhone and iOS version you use, and include a screenshot if you can.
Frequently asked questions
Which allergens does Tracewise track?
Fifteen: gluten, wheat, milk, eggs, peanuts, tree nuts, soy, fish, crustaceans, molluscs, sesame, celery, mustard, lupin and sulphites. You choose which ones matter to you in your profile.
What does No evidence in a result mean?
It means nothing in that particular photo points to the allergen. It is not a promise that the food is safe. Always read the real label and ask the maker or restaurant.
When does it say Gluten-Free?
Only when no gluten source was found and the pack itself claims gluten-free. Without that claim the answer is Likely Gluten-Free at most.
How is my daily sugar counted?
Only items you add with Add to today are counted. Added sugar is used when the label shows it; otherwise total sugar is counted and the app says so. You can change the daily limit in Profile.
Are my photos stored on your server?
No. A resized copy is sent to our AI service for the check and the answer comes back to your phone. Our server does not keep the photo or the result.
How do I restore my subscription?
Open Tracewise, go to Profile and tap Restore Purchases. Use the same Apple ID you subscribed with.
How do I cancel my subscription?
Open the iPhone Settings app, tap your name, then Subscriptions, choose Tracewise and tap Cancel Subscription. You keep access until the end of the current period.
Will my data move to a new iPhone?
Tracewise does not sync through iCloud, so your history does not move to a new phone by itself.
How do I contact support?
Email [email protected]. We usually reply within a few working days.
How do I ask for a refund?
Refunds are handled by Apple. Visit reportaproblem.apple.com, sign in and choose the purchase.