Support

Right now, the browser. Sherlock Ai runs in any modern desktop or mobile browser at app.facesearchai.app. The iPhone and Android apps are coming soon and are not on the App Store or Google Play yet — we will announce them here when they are.

The web app asks you to sign in with Google. That is what lets your credits follow your account instead of the browser you happen to be using — clearing cookies or switching computers does not lose them. Credits bought in the app and credits bought on the web are separate balances.

Searches are paid for with credits, and one credit runs one full search. Credit packs start at $3.99 for 3 credits and never expire; plans start at $6.99 a week for 3 searches a week. The full list is on the pricing section of the home page, and identical prices apply in the app and on the web.

A search that completes with no matches still uses a credit, because the scan ran. A search that fails, times out or that you cancel does not.

An empty result means the engine found no visually similar image in its index of public images. It does not mean the photo is absent from the internet — the index is large but never complete.

Things that improve a search:

• Use a photo where the subject is sharp, well lit and facing roughly forward.
• Frame a single subject inside the circle. Crowded photos confuse the engine.
• Avoid heavy filters, sunglasses, masks and extreme angles.
• Try a different photo of the same person.

A search that returns nothing still consumes a credit, because the scan ran.

Credits are granted by our server once the payment is confirmed — by Apple for an in-app purchase, by Paddle for a purchase made in the browser. This usually takes a few seconds but can occasionally take longer.

Close and reopen the App, then check the credit badge on the home screen. If the balance is still wrong after a few minutes, tap Restore purchases on the paywall. If that does not resolve it, email us with your device identifier (or, on the web, from the address you signed in with) and the approximate time of purchase, and we will correct the balance manually. Attaching the Paddle order number from your receipt makes it faster.

The iPhone app has no sign-in. Your credits are attached to an identifier stored in your iCloud Keychain, which normally restores itself when you reinstall or move to a new device using the same Apple ID.

If iCloud Keychain is turned off, or you moved to a different platform, the identifier cannot be recovered and neither can unused credits. Turning on iCloud Keychain before reinstalling avoids this. An active subscription can always be restored with Restore purchases.

On the web this does not happen: credits are attached to the Google account you sign in with, so they survive clearing your browser or moving to another computer.

Bought in the iPhone app. Subscriptions are managed by Apple, not by us. On your device open Settings → your name → Subscriptions, select Sherlock Ai and tap Cancel.

Bought on the web. Open Account → Manage subscription in the web app. That opens your Paddle billing portal, where you can cancel, change your payment method and download invoices.

In both cases, cancel at least 24 hours before the period ends to avoid the next charge. Deleting the App or signing out does not cancel a subscription.

A purchase made in the browser at app.facesearchai.app shows up as FACESEARCH, normally behind a Paddle prefix — for example “PADDLE.NET* FACESEARCH”. Paddle.com Market Ltd is our reseller and Merchant of Record, so their name, not ours, is what your bank sees.

A purchase made inside the iPhone app is billed by Apple instead and appears as an App Store charge.

If the amount or the date still doesn't look like something you bought, email us before contacting your bank — we can find the order from your email address and refund it the same day if it was not yours. A chargeback takes weeks and closes the account the credits were bought for.

It depends on where you bought.

In the iPhone app. Payments are processed by Apple, so refunds are granted by Apple under their policies — we have no ability to issue them. Request one at reportaproblem.apple.com.

On the web. Purchases are sold by Paddle.com Market Ltd as Merchant of Record, and our Refund Policy applies: credits you have not spent are refundable within 14 days, credits you have spent are not. Email us with your order number and we pass approved refunds to Paddle the same day.

Each result carries a similarity score from the search engine. Roughly: 90 and above is a near-certain visual match, 80–89 is strong, 70–79 is possible, and anything below 70 is best treated as noise.

A score compares images, not identities. Even a very high score is not proof that two photos show the same person. Always open the source page and judge it yourself.

It is cropped on your device, sent over an encrypted connection to our search provider to run one search, and deleted immediately afterwards. We never store it, and we never use it for training. Full detail is in the Privacy Policy.

In the App, open Account → Delete my data. This erases your search history, saved thumbnails and preferences from the device. Uninstalling the App removes them too.

To also delete your server-side record — the credit balance and invite mapping — email us your device identifier. Note this destroys any unused paid credits.

On the web, sign out to clear the session, and email us from the address you signed in with to have the account and its credit ledger deleted. Payment records held by Apple or Paddle are kept by them for tax reasons and are outside our control.

Searches time out automatically after four minutes and do not consume a credit when they fail. Force-close the App and reopen it. If the problem repeats, email us with your device model, iOS version and roughly when it happened — crash diagnostics reach us through Crashlytics and your report helps us match them up.

We do not host the images or pages that appear in results, and we do not maintain the search index. The report and removal page explains what we can do and where a removal request has to go.