Write to support@mineralo.app and a person will answer. If it is about a wrong identification, attach the photograph — it is far more useful than a description.
Most disappointing results come down to the photograph rather than the rock. Five things that help, roughly in order of how much difference they make:
Because most stones are ordinary, and saying so is more useful than guessing.
An app that confidently names every pebble is wrong a great deal of the time and gives you no way to tell which answers to trust. When a specimen has nothing diagnostic about it — no crystal form, no distinctive lustre, no banding — Mineralo says it cannot tell rather than picking the closest of the species it knows and attaching a number to it.
If you get this a lot, the tips above usually help. A better photograph frequently turns an "ordinary stone" into an identification.
Yes. Identification falls back to a model that runs entirely on your iPhone. It knows fewer species and is less accurate, but a valley with no reception is not a dead end.
On your phone, in the app. They are not uploaded anywhere and we cannot see them. Deleting the app deletes them permanently — there is no copy to restore from, so treat anything you care about as worth photographing separately.
Open the paywall and tap Restore purchases. If that does not work, check that the phone is signed into the same Apple Account that bought the subscription. Failing that, write to us.
Subscriptions are managed by Apple, not by us: Settings → your name → Subscriptions → Mineralo. Cancelling during the free trial costs nothing. We never see your payment details and cannot cancel on your behalf.
Refunds are handled by Apple at reportaproblem.apple.com. We have no ability to issue them, though we would still like to hear what went wrong.
Please tell us, and send the photograph. Identification quality is the whole product, and a specific wrong answer with its image is the most useful thing anyone can send us.