Support
Most things are answered below. If yours is not, there is a real inbox behind the form.
Email us
info@candlescan.tech
Response time
We aim to reply within 2 business days.
Common questions
I subscribed but the app still shows the paywall
Open Settings inside the app and tap Restore Purchases, then fully quit and reopen it. Purchases are tied to the Apple ID that bought them, so make sure you are signed in to that same Apple ID. If it still will not unlock, email us with the Apple receipt and we will sort it manually.
How do I cancel my subscription?
Cancellation is handled by Apple, not by us. On your iPhone open Settings, tap your name at the top, tap Subscriptions, choose CandleScan and then Cancel Subscription. You keep full access until the end of the period you have already paid for.
How do I change plan?
Same place: Settings, your name, Subscriptions, CandleScan. Pick a different option and Apple handles the proration. Moving to yearly takes effect at the end of your current period.
How do I ask for a refund?
Refunds are issued by Apple rather than by us, because Apple processes the payment. Go to reportaproblem.apple.com, sign in with your Apple ID, find the CandleScan charge and choose Request a refund.
A scan failed or came back unclear
Make sure the whole chart is in frame, the price axis is readable and the image is not blurred or cropped. If the price axis cannot be read reliably the app deliberately suppresses the numbers rather than guessing at them.
I hit the daily limit
There is a daily cap on scans to keep the AI costs sustainable. It resets at midnight UTC. If you are consistently running into it, get in touch and tell us how you are using the app.
How do I delete my account?
Open Settings in the app, go to Account, and choose Delete Account. This permanently removes your profile, analyses, journal entries and saved strategies from our servers. It cannot be undone, and it does not cancel your subscription: cancel that separately through Apple.
I forgot my password
Tap Forgot Password on the login screen and we will email you a reset link. If you signed up with Sign in with Apple you do not have a password with us at all: keep using the Sign in with Apple button.