Support

Getting a better identification

• One stone at a time. Several stones in frame is the most common cause of a poor result.
• Good light. Daylight or a bright lamp, without glare or hard shadows.
• Fill the frame and get close enough that the surface pattern is visible.
• Photograph the most colourful, patterned side — that is where the identifying features usually are.
• Avoid blur. Rest the phone on something solid if the light is low.

If the result looks wrong, open the result and use Correct the result to search the right species. Corrections also help us improve the model.

Subscriptions and billing

Rockipedia subscriptions are sold and managed by the App Store or Google Play — we cannot charge, refund or cancel them directly.

• iOS: Settings → your name → Subscriptions → Rockipedia.
• Android: Play Store → profile → Payments & subscriptions → Subscriptions.
• Restore a purchase: open the Premium screen in the app and tap Restore.
• Refunds: request through the store — reportaproblem.apple.com on iOS, or the Play Store order page on Android.

If Premium shows as purchased in the store but not in the app, try Restore first; if that fails, email us with your store order number (not your card details).

Delete your account and data

In the app: Me → Settings → Delete Account and All Data. This permanently removes your account, identification history and collection.

If you cannot open the app, email support@novaxfy.com from the address associated with your account and we will process the deletion for you.

Permissions

Camera access is needed to photograph stones; photo library access is needed only when you pick an existing image. Both can be changed in your device settings. The magnetometer test needs a device with a magnetic field sensor — if yours does not have one, the app will say so rather than show a fake reading.

Something is broken

Try closing and reopening the app first. If the problem persists, email us with:

• what you did, and what happened instead;
• your device model and operating system version;
• the app version, shown in Settings;
• a screenshot if the problem is visual.

Please do not send photos of identity documents or payment details.

Legal

Read our Privacy Policy and Terms of Use.