WORDLENS SUPPORT
Need help? Tell us what happened.
Start with the answers below. If the issue remains, email us directly.
Contact InfEngine Labs
Describe what you were doing, the message you saw, and whether the issue happens again.
Email supportsupport@infenginelabs.comTo help us investigate, include
- WordLens version and build number
- iPhone or iPad model and system version
- The exact steps that led to the issue
- An error screenshot without private learning content
Do not send an Apple account password, verification code, full payment-card information, or full purchase credentials. For a purchase issue, the date and last few characters of the order number are enough.
QUESTIONS & ANSWERS
Common questions
Why were some words not recognized?
Keep the page flat, use even lighting, and make sure the text is in focus. Small type, glare, severe angles, handwriting, and covered text can reduce recognition quality. You can crop and rotate the image before recognition.
Does WordLens upload my photos?
WordLens does not upload photo content or OCR results to InfEngine Labs servers. High-resolution source images are removed after processing; compressed scan images and word boxes remain on your device until you delete them. Google ML Kit may send diagnostic and usage metrics that do not contain the image content. See the Privacy Policy for details.
How do I delete scans and learning data?
You can remove an individual scan, clear scan history, or erase all user data in Settings. Erasing user data does not remove the offline dictionary included with the app or cancel store purchase rights.
How do I move words and learning history to a new device?
Export a .wordlens backup on the old device, then import it through the system file picker on the new device. Backups do not include scan images or purchase credentials; review the import summary before proceeding.
How do I restore WordLens Pro?
Confirm that the device uses the Apple account that made the purchase, then open Settings → Pro and choose Restore Purchases. This restores Pro access only; it does not transfer learning data from another device.
How do I request a refund?
Apple handles payment, purchase records, refunds, and revocations under App Store terms. Submit the request through your Apple purchase history or Apple's official refund process. InfEngine Labs cannot alter Apple's billing records directly.