Support
Frequently asked questions
Everything about scanning, scores, billing, referrals, and your data. Can’t find your answer? A real person reads every email.
Scanning & scores
It’s an estimate of chemical-exposure potential: how concerning a product’s ingredients, packaging, and processing are based on published hazard data. Higher means more potential concern. Unless a product is marked lab-tested, a score isn’t a measurement of your specific item; it’s the same inputs always producing the same answer.
Almost anything! Barcodes on food, cosmetics, cleaning products, and packaging; photos of products or their labels; links from most online stores; and typed ingredient lists.
A few things help a lot: scan in good light with the label filling the frame, or fall back to the barcode, the most reliable input.
Tip: If the extracted details still look wrong, check them in the report and send us a screenshot at [email protected]; misidentifications are how the reader improves.
Published sources only: EPA CompTox, California Prop 65, EU REACH SVHC, EFSA tolerable daily intakes, IARC, and independent lab datasets. Every flag in a report links back to its source. Nothing is scored behind a black box.
That result comes from an independent laboratory measurement: real nanograms-per-serving values and % of tolerable daily intake, not our estimate. Everything else is modeled; lab-tested results are labeled so you always know which is which.
Scores reflect our ruleset and source data at the time of the scan. When we refine the methodology or a database updates (new research, reformulations), the same product can score differently. Your history shows the score at scan time.
Subscriptions & billing
Start with a free 3-day trial — all features unlocked. When it ends, Unpaq Premium keeps everything unlimited: the exposure index, trends, full lab data, and report export.
Usually a store-account mismatch — quick to fix:
- Open the paywall again (Profile → Unpaq Premium).
- Scroll down and tap Restore purchases.
- Make sure you’re signed into the same Apple ID or Google account you purchased with.
Tip: New phone or a second store account is the most common cause. Restore under the account that originally paid.
Subscriptions run through your app store, so cancellation lives in your phone’s settings rather than inside Unpaq:
- iPhone: Settings → your name → Subscriptions → Unpaq → Cancel Subscription.
- Android: Google Play → profile icon → Payments & subscriptions → Subscriptions → Unpaq → Cancel.
Heads up: Uninstalling doesn’t end the subscription. Billing continues until you cancel through the store.
Refunds go through whichever store you purchased from:
- Apple App Store: requested from Apple directly.
- Google Play: requested through Google’s refund page.
Tip: Can’t remember where you subscribed? Your receipt email shows whether it was Apple or Google.
Subscriptions stay with the store you purchased on. An App Store plan doesn’t carry over to Google Play, and vice versa. If you change platforms, cancel the old subscription first so you aren’t billed twice, then subscribe on the new device.
Referrals & rewards
Share your personal code — friends get a free month of Premium, and you earn $10 for each friend who joins. Rewards redeem through Tremendous: cash, gift cards, charity and more.
Unfortunately not. Referral codes are applied during signup and can’t be added retroactively.
Yes. Send us the code you have in mind and what it’s for, and we’ll set it up if it’s available.
Always happy to hear from creators. Send over your portfolio and a quick note about the collaboration you have in mind.
App issues
Check your connection first; product lookups need data. If a photo scan keeps failing, try the barcode instead. Persistent errors: update to the latest version, and if it’s still happening, send us a screenshot.
Update to the latest version; most crashes are already-fixed bugs. If it still won’t open after an update and reinstall, tell us your device model and OS version and we’ll investigate.
Unpaq runs on iOS 15.1+ and Android 7.0 or higher. For the best experience we recommend keeping your phone on the latest OS. Update on iPhone via Settings → General → Software Update, or on Android via Settings → Software update.
Make sure you’re on the latest version and on a stable connection, then try Profile → Export report again. If it still fails, grab a screenshot of the error and send it our way.
Notifications
Unpaq only sends trial reminders and milestone nudges, and you can quiet them in your phone’s settings:
- iPhone: Settings → Notifications → Unpaq → adjust to your liking.
- Android: Settings → Apps → Unpaq → Notifications → turn off what you don’t want.
Data & privacy
No. Unpaq works without sign-up — usage is tied to an anonymous, hashed device identifier so your quota and history work without us ever knowing who you are.
Scan history is stored on your device, so uninstalling removes it. If you’d like us to purge any synced records too, email us with the device ID shown under Profile and we’ll wipe them.
Working with us
Product corrections, new data sources, and swap suggestions all go straight to the team.
Research partnerships and press inquiries are welcome. Email us with a bit about what you have in mind.