Support
We typically respond within 1–2 business days.
Privacy questions: privacy@pregradeai.com
Response time: 1–2 business days (often sooner)
Troubleshooting
Grades seem too low or too high
Photo quality has the biggest impact on grading accuracy. For best results:
- Use natural or evenly-lit lighting — avoid harsh shadows, glare, or reflections.
- Place the card or comic on a plain, dark, non-reflective background.
- Shoot straight-on (not at an angle) and ensure the item fills most of the frame.
- Clean the lens before shooting — smudges diffuse fine detail the AI uses for centering and surface grading.
- Premium subscribers: submit front and back photos together for a more complete grade.
I cannot restore my purchases
Open the app, go to Settings → Restore Purchases, and make sure you are signed in to the same Apple ID or Google account used when you first purchased. Allow up to 60 seconds for the restore to complete.
If the issue persists, email support@pregradeai.com with your App Store or Google Play order number and we will sort it out.
The app is crashing or not loading
Try these steps in order:
- Force-quit the app and reopen it.
- Check that your device has at least 100 MB of free storage.
- Update to the latest version of Pre-Grade AI from the App Store or Google Play.
- If the crash persists, delete and reinstall the app — your vault history is stored locally and will be cleared, but Premium purchases can be fully restored via Settings → Restore Purchases.
If none of these help, email support@pregradeai.com with your device model and iOS/Android version.
I was charged but did not receive Premium access
First, tap Settings → Restore Purchases — this resolves most cases instantly. If Premium is still not activated after restoring, email support@pregradeai.com with your App Store or Google Play purchase receipt and we will manually verify and activate your subscription.
How do I cancel my subscription?
Subscriptions are managed directly through Apple or Google — not through Pre-Grade AI. To cancel:
- iPhone/iPad: Settings → [your name] → Subscriptions → Pre-Grade AI → Cancel Subscription.
- Android: Google Play → Profile icon → Payments & subscriptions → Subscriptions → Pre-Grade AI → Cancel.
Cancellation takes effect at the end of your current billing period. You keep Premium access until then.
How do I request a refund?
Refunds are handled by Apple or Google, not by Pre-Grade AI directly:
- Apple: Visit reportaproblem.apple.com, sign in, find your Pre-Grade AI purchase, and select "Request a refund."
- Google Play: Open Google Play, go to Order history, find the charge, and select "Request a refund."
Privacy & data questions
Pre-Grade AI does not store images or grading history on its servers — all data lives on your device. For a full explanation of data handling, see our Privacy Policy. For data removal requests or any other privacy concern, email privacy@pregradeai.com.
Contact Us
- General support: support@pregradeai.com
- Privacy & data: privacy@pregradeai.com