How can we
help?
Find quick answers below or contact JTR Labs for help with NailGuard AI. Please do not email nail photos or sensitive personal information.
EMAIL NAILGUARD SUPPORT[email protected]Ask a question or request help with the app.→What to include
To help us understand the issue, include:
- the NailGuard app version shown in Settings;
- your iPhone or iPad model and iOS or iPadOS version;
- the steps you took and what happened; and
- the exact error message, if one appeared.
You may attach a screenshot of the app interface if useful, but remove personal details first. Do not send nail photos through email.
AI estimate did not complete
- Confirm the device has a working internet connection.
- Use one clear, well-lit photo showing one natural nail.
- Avoid blur, glare, nail polish, artificial nails, and multiple nails.
- Try again after a short wait if the service is temporarily unavailable.
An “Unable to Evaluate” result means the photo was unsupported or the estimate was too uncertain. It is not a finding. A request rejected before model processing does not count; once cloud model processing begins, the request counts even if no usable estimate is returned.
Subscription or purchase help
In NailGuard, open Settings → NailGuard Plus. Use Restore Purchases if a plan you already bought is not recognized. Apple manages billing, cancellations, refunds, and payment methods through your Apple ID.
You can view or cancel an active subscription in iPhone or iPad Settings → Apple Account → Subscriptions. If NailGuard still does not recognize the plan after restoring, email us with the purchase date and product name. Do not send payment-card information or your Apple ID password.
Journal, photos, and reminders
Journal photos and notes are stored locally on the device. Check Settings → Privacy & Security if camera, photo-library, or notification access was denied. Removing the app can remove local journal data, so export anything you want to keep before deleting the app.
Privacy and contributed-photo requests
Read the Privacy Policy for details about cloud processing and optional photo contribution. Contribution History in the app is the fastest way to request deletion of a retained contribution. If that control cannot be used, email the opaque contribution ID and deletion code if available. Do not attach the photo itself.
About AI results
NailGuard provides fallible estimates of visible appearance. Results may be incomplete, unsupported, or wrong. The app does not determine a cause or replace professional judgment. If you are concerned about a nail or surrounding skin, seek appropriate professional help.