Support

Support for Papersnap is handled by email at contact@keelara.com. To get you a useful answer on the first reply, please include:

We aim to reply to every message within two business days. Papersnap is built and run by a small team, so we do not offer phone or live-chat support.

Forgotten password. Use Reset your password on the sign-in screen. The reset link is sent to your account email — check your spam folder if it does not arrive within a few minutes.

Verification email never arrived. Confirm the address you typed at sign-up, then request a new verification email from the sign-in screen. If it still does not arrive, email us and we will verify the account manually.

One account, up to three devices. Each subscription can be signed in on three devices at a time. Signing in on a fourth is refused rather than silently signing out one of the others — remove a device you no longer use from Settings first.

Same account everywhere. The iPhone app and the website use the same account. Sign in on the app with the credentials you created on the website, or the other way round.

Where you manage your subscription depends on where you bought it, and the two are managed in different places.

Full details of what is and is not refundable are in our Refund Policy.

Papersnap counts pages, not files. A ten-page PDF uses ten pages of your monthly allowance; a photo of a single receipt uses one. Your remaining allowance is shown on your dashboard.

Allowances reset monthly and do not roll over. If you have run out, you can wait for the reset or move to a larger plan — see Pricing for what each plan includes.

A page you were charged for that failed to process should not count against you. If it did, tell us the file name and we will credit it back.

Supported files. PDF, PNG, JPEG, and TIFF. Photos taken on an iPhone are converted automatically before upload, so the format your camera saves in does not matter.

A result looks wrong. Every extracted field can be edited before you export, and corrections are saved with the document. If a whole document came back badly, a sharper, flatter, better-lit photo usually fixes it — glare and cropped edges are the two most common causes.

Uploading the same file twice returns the result already stored rather than charging you a second time. If you re-uploaded a document expecting a fresh result, make a small change to the file or tell us and we will clear it.

Forwarding documents by email. If your plan includes email ingest, the forwarding address and the sending address it accepts are both shown in your Settings. Mail must be forwarded from the address on your account — that is how we know which account the document belongs to.

Return and warranty reminders. When a receipt has a return window or a warranty, Papersnap can remind you before it runs out. Reminders are delivered as notifications from the app, so they need notification permission — if you declined it, the app will tell you and link you to iOS Settings rather than quietly doing nothing.

Working offline. Documents captured without a connection are queued on the device and upload themselves the next time the app is opened with a connection.

Processing on your device. Where your iPhone supports it, Papersnap can read a document entirely on the device. You can turn this on or off in the app's Settings; if a document is too difficult to read locally, it falls back to processing on our servers.

Exporting. You can export your documents to CSV, Excel, or JSON at any time, on the website and in the iPhone app. Your data is never held hostage to a subscription.

Deleting a document removes both the extracted data and the stored file.

Deleting your account permanently removes your documents, your stored files, and your sign-in credentials. This cannot be undone, and it does not by itself cancel a subscription — cancel that first, in the place it was purchased (see Subscription & billing above).

What we collect and why is set out in our Privacy Policy, and the rules of use in our Terms of Use.