Write to [email protected] and a person reads it — there is no ticket system and no bot in front of it. Most of what follows is faster to fix yourself, so it is here first.
The estimate is wrong
It happens, and correcting it is free and always will be — the daily limit is on asking for a new estimate, never on fixing one you already have.
Open the meal and rename it
On the meal’s own screen, rename it to what it actually was. Correcting a name is the single most useful thing you can do in this app: the tags are re-derived from it, so every recap that mentions that meal is right afterwards.
Or pick one of the alternatives
When the estimate came back hesitant, the other dishes the model considered are offered on the result card. If one of them is your meal, choosing it brings its calories and macros with it.
Adjust the portion
Portion is where nearly all the error lives — a photograph is flat and carries no depth. Changing it is lossless: the per-portion numbers are stored unscaled, so you can always move it back.
If a meal you eat often is wrong in the same direction every time, that is worth telling us. Send the dish name and roughly how far off it is to [email protected] — that is how the model’s weak spots get prioritised, and food outside Western restaurant plates is the gap we already know about.
The check-in never arrived
Check-ins are notifications, so they need notification permission: Settings → Notifications → Plateknow on your iPhone, with Allow Notifications on. The app asks for this after you save your first meal rather than at launch, so it is easy to have missed.
A check-in that timed out unanswered is recorded rather than deleted, on purpose: how often that happens is the clearest signal that the timing is wrong, and it is a real data point rather than a gap.
My meals are not on my other device
Open Me → Sync first. It says what the app currently thinks the state of iCloud is, and that is usually the whole answer.
- Check both devices are signed into the same iCloud account — Settings, at the top of the screen.
- Check iCloud is on for Plateknow: Settings → [your name] → iCloud → Apps using iCloud.
- Open the app on both. Sync runs when the app comes to the foreground, so switching to it and back is often enough.
- Give it a minute on a slow connection. The photographs are the slow part and they follow the meals rather than arriving with them.
Signed out of iCloud, the app keeps everything on the device and does not sync. That is a supported way to use it rather than an error, and nothing nags you about it — your journal is still in your device’s own encrypted backup.
Subscriptions, billing and refunds
| What you want | Where it is done |
|---|---|
| Cancel, or turn off auto-renew | Your App Store account settings — Settings → your name → Subscriptions. Not in this app; no app can do it |
| Change plan | The same place |
| Restore a purchase on a new device | Restore, on the Plateknow subscription screen |
| A refund | Apple handles refunds — reportaproblem.apple.com, signed in with your Apple Account |
| A receipt | Apple emails one for every charge, and they are in your App Store purchase history |
Deleting the app does not cancel a subscription. It catches people out on every platform, and it is Apple’s billing rather than ours — the app has no way to stop a charge. Cancel first, then delete.
We cannot issue refunds; only Apple can. Write to [email protected] anyway if something has gone wrong. We would rather know, and we will help you make the request.
Deleting your data
There is no account to close, because there was never one to open. Your journal is on your device and in your own iCloud, which means deleting it is something you do rather than something you request.
- One meal — open it and choose Delete. The photograph, the estimate and every check-in on it go with it, on this device and in your iCloud. It cannot be undone.
- The copy on this device — delete the app.
- The iCloud copy — Settings → [your name] → iCloud → Manage Account Storage → Plateknow, and delete it there. It is deliberately not removed when you delete the app, so that reinstalling brings your journal back.
Common questions
Do I need an account?
No. There is no sign-up, no password and no email — the app signs you in to nothing. Sync uses the iCloud account already on your device, and without one the app simply stays local.
Does my photograph leave my phone?
No. Your phone separates the food from everything around it first, and only that cut-out — the plate on a blank background — is sent for an estimate. The table, the room and the people at it never leave the device. The privacy policy has the specifics.
What happens when I run out of free estimates?
You can still log the meal. Type in what it was, and every follow-up check-in still comes. The limit is on the AI estimate, never on the diary.
Does it work offline?
Logging, check-ins and recaps all work with no connection. The AI estimate is the only part that needs one, and a meal logged without it is still a complete record of what you ate.
The app says an estimate is uncertain. Should I trust it?
Treat the range as the answer rather than the number. Oil, butter and sauce are invisible in a photograph and calorically enormous, and a bowl shot from above hides its own depth. When the app is hesitant it says so and offers you the correction first — that is the honest thing to do with a guess.
I found a bug. What helps you most?
What you did, what happened, and what you expected instead — plus the device and build, which Me → Send feedback fills in for you. A screenshot is worth a paragraph.
Still stuck
[email protected] for anything about the app: bugs, subscriptions, your data, or a privacy request. [email protected] for everything else — press, partnerships, or telling us we have got something wrong.
We are a small studio and we answer these ourselves, usually within a couple of days.