Authentic Luxe — Support

Need help, found a bug, or want to suggest a feature? Email us and we'll get back to you, usually within 1–2 business days.

Support email: ppeltriaux@gmail.com

Quick answers

• The app couldn't identify my item. Try a closer, well-lit photo with the brand or model number visible. The AI is conservative — partial logos or odd angles are harder.
• The authenticity result seems wrong. Authenticity is an AI assessment of your photos, not a guarantee. Add the suggested extra angles (logo, stitching, hardware, date code) to raise confidence, and confirm high-value items with a professional service.
• Prices look off for my country. The app uses your approximate location to pick the right eBay marketplace. If results are sparse locally, we fall back to eBay US.
• I'm not getting "when available" notifications. Make sure you've granted notification permission (iOS Settings → Authentic Luxe → Notifications).
• How do my free scans work? Your first 3 scans unlock the full app, authentication included. After that, Authentic Luxe Pro keeps everything unlimited.
• I have a new phone, or reinstalled the app — where are my scans? If your iPhone is signed in to iCloud, the app keeps a copy of your collection in your own private iCloud. Open the app on the new phone and accept the restore offer, or go to Profile → iCloud backup.
• Does it work on iPhone Duo? Yes, from version 1.4. Unfolded, the app uses the full screen. Half-folded on a table, the camera and verdict sit on the upright half and the controls on the flat half, so you can scan hands-free. Closed, it uses a compact layout.
• The app closed when I chose a photo from my library. This happens on iOS 27.1 with older versions of the app. Update to version 1.4 or later from the App Store.
• I want to delete my data. Swipe left on a scan in History to delete it (the server-side watch is removed too). To remove everything we hold, use Profile → Delete account. Your iCloud backup is separate and is kept if you delete the app, so you can recover your collection; remove it from Profile → iCloud backup → Delete iCloud backup, or in your iCloud settings.

See our Privacy Policy and Terms of Use.