PlateWise Support

Last updated: October 26, 2026

Need help with a meal, snaps, a purchase, or your data? Email [email protected]. Include your phone platform, app version and what happened. Do not send payment card details or photos you do not want us to receive.

How do I log a meal?

Choose Camera or From photos, add an optional note, and request an estimate. Check the portions, add anything missing, and tap Looks right to save. You can also type a meal manually for free.

Why a range instead of one calorie number?

A photo cannot show every ingredient or serving size. The range reflects that uncertainty. Confirm small, medium or large portions and include hidden extras such as sauce, oil and drinks. All results remain estimates.

How many snaps do I get?

An eligible first installation starts with 5 free snaps. Each estimate or re-estimate uses 1 snap. Premium includes 15 per week or 50 per month, plus the week view. You can buy 20 or 60 extra snaps; pack snaps do not expire. Check the store purchase sheet for your local price.

The estimate did not finish

Check your connection and try again from the meal screen. If your balance looks wrong, contact support with the approximate time and any request reference shown. Avoid repeatedly purchasing to resolve a failed request.

Purchases and restoration

Use the app's Restore purchases option for eligible store purchases. Use the same Apple or Google Play account as the original purchase, and on Android use the same PlateWise account if you linked one. Send support the store order reference if access or snaps are missing. Never send your store password or full payment details.

Cancel or request a refund

Manage subscriptions through Apple or Google Play. Store refund rules apply. Uninstalling the app and deleting account data do not cancel future subscription billing.

My diary and privacy

Saved meals stay in the diary on your phone. A reduced photo and note are sent for an AI estimate; see the Privacy Policy for processing and retention. To remove meals or request service-side deletion, follow Account Deletion.

Is PlateWise medical advice?

No. It is an adult food diary with estimates and general tips. It is not a tool for diagnosis, treatment or allergy safety.