Help center

How can we help?

For scanning, purchase, privacy, or account questions, email support@xiaoyuelabs.com. Include your platform, LabelKin version, approximate issue time, and the request ID shown by the app when available. Never send passwords, full payment-card details, or sensitive ingredient text.

A label will not scan

Use a sharp, well-lit photo with the ingredient panel filling most of the frame. LabelKin performs OCR on the device. If text is incomplete, retake the photo or review the extracted text before relying on a result.

The result says “no matches”

“No matches” only means the extracted text did not match the rules you configured. It does not certify a product as allergen-free or safe. Always verify the current package and contact the manufacturer when a mistake could cause harm.

Cloud analysis is unavailable

Local rule matching remains available. Check your connection, confirm the selected data region, and try again later. Cloud analysis has plan-specific usage limits visible in the app.

Manage or restore a subscription

Purchases are billed by Apple. Use Restore purchases in LabelKin when moving devices or reinstalling. Manage or cancel the subscription in your Apple account’s App Store subscription settings. Deleting LabelKin does not cancel billing.

Delete or export data

Open Settings → Privacy & data to export your LabelKin data or permanently delete profiles, rules, scans, and saved local image references from the device. Uninstalling the app also removes its sandboxed local data according to platform behavior.

Response times

We aim to acknowledge support and privacy requests within five business days. Urgent safety or security reports should include “URGENT” in the subject line.