Help and support

Last updated: October 16, 2026

Fashlens finds the piece of clothing in your photo, tells you the likely brand and shows where to buy it. This page answers the questions we get most. If yours isn't here, email us.

Contact us

Email: business@kindmovelabs.com
When we reply: usually within 2 business days.
Easiest way: in the app, tap Profile (the person icon at the top right of the camera screen), then Contact support. Your mail app opens with your user ID, device ID, app version and whether you use iPhone or Android already filled in, so we can find your account quickly.
Writing from somewhere else? Tell us the email address you signed in with. If you can, add your user ID: in the app, tap Profile > About > User ID to copy it.
We will never ask for your password or your payment details.

Fashlens is for people aged 13 and over.

How does scanning work?

On the camera screen, point at an item and tap the shutter. Or tap Upload to pick a photo, or Paste link to use a picture from the web (your phone downloads it first).
If you like, tell us what to look for, such as "the hoodie". This is optional.
Tap Find it. A scan usually takes well under a minute.

What happens next:

Your phone shrinks the photo. Our server then removes its hidden data, such as the GPS location.
A visual search (Google Lens, run for us by Serper) looks for matching products online.
Claude, an AI model made by Anthropic, looks at your photo and those matches. It names the item, the likely brand and the clue it used, such as a printed logo.
We search stores in your shopping country. Links from the brand's own site and from stores we know come first. Offers from other sellers are marked "via Google Shopping". We filter out lookalike and replica shops.

You get results for one item per scan: the one your hint names or, without a hint, the main item in the frame. Store links open in your phone's browser. Fashlens isn't affiliated with the brands or stores it shows, and we don't get paid for the links.

The full photo is deleted within about 10 minutes. When the scan finds an item, a smaller copy of the photo and the results are saved in your History. Our Privacy Policy explains who sees your photo and for how long.

Why is a result wrong?

Results come from AI, and AI can make mistakes. The most common reasons:

No logo, label or print is visible, so the brand is a best guess.
The item is hard to see: it's small, blurry, dark, cut off, or one of many items in the photo.
It looks like another brand's item, or it's rare or old.
It isn't sold anymore. Then the result says "Limited edition" or "No longer sold" and shows similar items you can buy instead.
Prices and stock change. A result shows them as they were when you scanned.

For better results, fill the frame with one item, use good light, make the logo or print visible, and add a hint like "the jacket". Always check the store's page before you buy.

How do I report a problem with a result?

On the result, tap Report a problem (at the bottom of the result, under the small print). Then pick what's wrong:

That's not the item
Wrong brand
A store link is wrong
It talks about the person
Something offensive
Something else

You can add a short note (up to 300 characters). We review reports and use them to fix mistakes and keep the app safe. You can send up to 10 reports in any 24 hours. A report is deleted when you delete that scan or your account.

What do I get with my first scan?

Your first scan costs nothing. It runs in full, but the result is blurred: you see what kind of item we found and how many stores have it.
To see the brand, name, prices and store links, go Pro. Unlocking your first scan is included in Pro and doesn't count toward your scan limits.
Closed the unlock screen? Your scan waits in History with an Unlock button.
You get one first scan per account, per phone and per Apple or Google sign-in. Deleting your account and signing up again doesn't give you another one.
It only counts if we find an item. If the scan fails or finds nothing, you can try again.
At very busy times, or after many first scans from the same network in one day, the first scan can be paused for a while. Please try again later.

What does Fashlens Pro cost?

In the US, Fashlens Pro costs $7.99 a week, $16.99 a month or $59.99 a year. In other countries, the app shows the price in your currency before you buy. There's no free trial.

Pro renews automatically until you cancel. Apple or Google charges you: payment is taken from your Apple ID or Google Play account when you confirm the purchase, and again at each renewal.

How do I manage or cancel Fashlens Pro?

You can only cancel in the store you bought Pro from. While Pro is active, Profile > Manage subscription in the app takes you there.

On iPhone:

Open the Settings app.
Tap your name.
Tap Subscriptions.
Tap Fashlens, then Cancel Subscription.

On Android:

Open the Google Play Store app.
Tap your profile picture at the top right.
Tap Payments & subscriptions, then Subscriptions.
Tap Fashlens, then Cancel subscription.

Good to know:

Cancel at least 24 hours before your renewal date to avoid the next charge.
After you cancel, Pro stays on until the end of the period you've paid for.
Deleting the app, or your Fashlens account, does not cancel your subscription.
Refunds are handled by the store that charged you. For the App Store, go to https://reportaproblem.apple.com (only Apple can refund App Store purchases). For Google Play, see https://support.google.com/googleplay/answer/2479637. If Google sends you to us, email us and we'll look at your request.

How do I restore my purchases?

New phone, reinstalled the app, or Pro not showing?

Sign in to Fashlens with the same Apple or Google account you used before.
Make sure your phone's store is signed in with the Apple ID or Google account that paid for Pro.
Tap Profile > Restore purchases, or Restore on the plans screen.

Pro is linked to your Fashlens account, so it works on every phone where you sign in to that account. Restoring moves the subscription to the Fashlens account you're signed in to; if it was on a different Fashlens account before, that account loses Pro. Sign in with Apple only works on iPhone. If you use an iPhone and an Android phone, sign in with Google on both.

A new purchase can take a minute to reach your account. If Pro still doesn't show, email us with your user ID.

How many scans can I do?

Fashlens Pro includes up to 30 scans in any 24 hours and up to 200 scans in any 30 days. The limits are the same for weekly, monthly and yearly plans.

The limits are rolling. When you reach one, you can scan again as your oldest scans leave the window. The app shows when.
Only scans that find an item count. Scans that fail, find nothing or are cancelled don't count, and neither does unlocking your first scan.
You can see your usage in Profile, under "Last 24 hours" and "Last 30 days".
If the same subscription is used on more than one Fashlens account, those accounts share one set of limits.
To stop abuse, there's also a daily limit on scan attempts. If you see "Too many scan attempts", please try again later.

How do I change my country or section?

In the app, tap Profile, then under Shopping:

Country: pick any country. New scans show stores, prices and currency for that country.
What you shop for: pick Men's, Women's or Both. New scans look in that section first.

Results you already have keep the stores and prices from when you scanned.

How do I delete my history?

Tap History (the clock icon at the top left of the camera screen).

One scan: on the History tab, tap the trash icon next to the scan (or press and hold it), then Delete.
Everything: tap Clear all at the top of History, or go to Profile > Data > Clear history.
A saved item: on the Saved tab, tap the bookmark next to it.

Deleting a scan removes its result, its photo thumbnail, its saved items and any problem reports about it, on all your phones. It can't be undone. It doesn't give the scan back, so it still counts toward your limits. If you delete your locked first scan, you can't unlock it later.

How do I stop my photos being analysed?

Nothing is sent until you tap Find it. To withdraw your consent to AI analysis, tap Profile > Privacy > AI photo analysis, then Withdraw consent. Fashlens then sends no photos until you agree again. Your history stays until you delete it.

How do I delete my account?

In the app, tap Profile, then under Account tap Delete account and confirm. Still setting up, waiting for a parent's approval, or blocked? Tap Delete account at the bottom of that screen, then Delete.

This deletes your account, your history and your saved items. It doesn't cancel a subscription, so cancel Pro first. Uninstalling the app doesn't delete your account.

No app? Email business@kindmovelabs.com. See Delete your account for every step, what we delete and what we keep.

I'm a parent. What should I know?

Fashlens is for people aged 13 and over. The app checks age before an account is created, except that choosing Sign in on the first screen signs in first and, for an account with no age yet, asks the age right after, before the app can be used. If the check shows someone is under 13, they can't sign up, or the new account and everything in it are deleted at once.
For teens, the app asks the App Store or Google Play for an age range. When the store needs a parent's approval, you give or withdraw it in Apple's Family Sharing or Google's Family Link. If you withdraw it, your teen can't scan or use their history until you approve again.
Every purchase goes through the store's own approval, such as Apple's Ask to Buy.
The AI is told to describe clothing only. It must never comment on anyone's body or looks, and never identify people. Every result has Report a problem, including "It talks about the person".
To review or delete your teen's account, email business@kindmovelabs.com with the email address your teen signed in with. We'll ask for details that show the account is your teen's.
If you think a child under 13 has an account, email us and we'll delete it.