Support

Nail Picker photographs your hand and shows you a nail polish colour on your own nails, before you paint them. The colours come from swatches you photograph yourself, so what you see is real painted lacquer, not a name from a catalogue.

Getting help

Email support@nailpicker.com. That is the only support channel — there is no phone line and no chat, and one person answers it.

Replies usually arrive within a day.

It helps enormously if you say which iPhone you have, which version of iOS it is running, and what you saw on screen.

Common questions

• It says it could not find my nails

  Nail detection needs to see the nail plate clearly. The things that fix it, roughly in order of how often they work:

  • More light. Daylight near a window beats a ceiling bulb, and both beat a phone torch, which flattens the nail into a white patch.
  • Flatten your hand and spread your fingers slightly, so no nail is hidden behind another.
  • Fill more of the frame with your hand. A hand far away gives the detector very few pixels per nail.
  • Move off a pale background. Bare nails on a white table are genuinely hard — a darker surface helps a lot.
  • Try again. Detection is not perfectly repeatable, so a second photo of the same hand sometimes succeeds where the first did not.

  If you have tried all of that and it still fails, email me the photo and I will look at why.

• One nail came out wrong

  Tap the nail that is wrong. That sends the photo back with the point you tapped, and a more precise model re-cuts that one nail around your tap. Tap the centre of the nail rather than its edge — a tap near the cuticle or the fingertip tends to grab the finger instead of the nail.

  If the first tap does not fix it, tap again. Each attempt is a fresh try and they do sometimes differ.

• How do I restore a subscription I already paid for?

  Open Settings inside the app and choose Restore Purchases. This asks Apple which subscriptions your Apple ID owns and re-enables yours. Use the same Apple ID you originally subscribed with — a subscription belongs to an Apple ID, not to a phone.

• How do I cancel?

  Subscriptions are managed by Apple, not by the app, so cancelling happens in your Apple account. Apple's instructions are here: How to cancel a subscription from Apple. Cancelling stops the next renewal; you keep access until the period you have paid for runs out.

  Refunds are also handled by Apple, at reportaproblem.apple.com. I cannot issue them.

• What happens to my photos?

  The short answer is that your hand photo goes to the server to have the nails found, and your swatch photos stay on your phone. The long answer, including who else processes it, is in the privacy policy.

• I want my data deleted

  Write to support@nailpicker.com and ask. There is no account to close, so this is a manual request and I will confirm when it is done.

Who you are dealing with

Nail Picker is made and run by one person, not a company.

Name

Kristina Malinovskaya

Email

support@nailpicker.com

The trader details required in the EU — postal address and phone number — are published by Apple on the App Store listing.