Skip to content

15. FAQ & Troubleshooting

Common questions and solutions to help you get the most out of Remnant Finder.

15.1 Account Issues

I forgot my password

  1. On the login screen, tap Forgot Password?
  2. Enter your email address.
  3. Check your inbox for a password reset link.
  4. Tap the link and create a new password.

I'm not receiving the verification email

  • Check your spam/junk folder.
  • Make sure you entered the correct email address.
  • Tap Resend Verification Email on the verification screen.
  • If using Gmail, check the Promotions or Updates tabs.
  • Add noreply@remnantfinder.com to your contacts.

I want to change my email address

  1. Go to Settings > Profile.
  2. Update the email field.
  3. You will receive a verification email at the new address.
  4. Verify the new email to complete the change.

How do I delete my account?

  1. Go to Settings > Advanced > Delete Account.
  2. Confirm by entering your password.
  3. All data will be permanently deleted after a 30-day grace period.
  4. During the grace period, you can log back in to cancel the deletion.

15.2 Piece Listing Issues

My photos are not uploading

  • Check your internet connection.
  • Ensure the photo file size is under 10 MB.
  • Try reducing the photo resolution in your camera settings.
  • Close and reopen the app, then try again.

My piece is not appearing in search results

  • Make sure the piece status is Active (not Draft or Sold).
  • Ensure you have filled in all required fields (title, stone type, dimensions, price).
  • New listings may take a few minutes to appear in search.
  • Free plan users: check that you have not exceeded the 20-piece limit.

How do I mark a piece as sold?

  1. Open the piece's detail page.
  2. Tap Edit.
  3. Change the status to Sold.
  4. Tap Save. The piece will be removed from active marketplace listings but retained in your records.

15.3 Payment & Subscription

How do I upgrade to Pro?

  1. Go to Settings > Subscription.
  2. Tap Upgrade to Pro.
  3. Select a tier and complete the purchase. See Section 11.4 for full details.

Can I get a refund?

Subscription purchases are managed through your app store (Apple App Store or Google Play Store). Refund requests must be submitted through: - iOS: Apple Support at reportaproblem.apple.com - Android: Google Play Support

My Pro features disappeared

  • Check that your subscription is active in Settings > Subscription.
  • Verify in your app store that the subscription has not expired.
  • If you recently changed devices, make sure you are logged in with the same account.
  • Tap Restore Purchases on the subscription screen.

I was charged but my plan didn't activate

  1. Close and reopen the app.
  2. Go to Settings > Subscription and tap Restore Purchases.
  3. If the issue persists, check your app store purchase history.
  4. Contact support with your receipt/transaction ID.

15.4 Drawing Tool

The canvas is not responding to touch

  • Make sure you are on the correct wizard step (toolbar is only active in steps 1, 2, and 4).
  • Try zooming out — you may be zoomed into an area without shapes.
  • Tap an empty area to deselect any active shapes.
  • If on a tablet, ensure the stylus compatibility setting is correct.

I lost my drawing — can I recover it?

  • Drawings auto-save as you work. Reopen the project or quote to find it.
  • Check More > Projects for quotes linked to projects.
  • Standalone drawings are accessible from the Drawing Tool screen.

Dimensions are showing in the wrong unit

  • Go to Settings > Preferences > Units and change to your preferred system (Imperial or Metric).
  • Existing drawings will update to reflect the new unit.

How do I add a custom shape?

Currently, the Drawing Tool supports Quick Draw templates (Rectangle, L-Shape, U-Shape). For complex layouts, combine multiple shapes on the canvas and position them to match your design.

15.5 Measurement

AR Measurement is not available on my device

AR Measurement requires an iPhone with LiDAR sensor (iPhone 12 Pro or newer). If your device does not have LiDAR, use Photo-Based or Manual measurement instead.

Photo-Based Measurement gives inaccurate results

  • Ensure the reference object is flat on the same surface as the piece.
  • Take the photo from directly above (perpendicular to the surface).
  • Use good, even lighting without strong shadows.
  • The reference object must be fully visible in the frame.
  • Try using a different reference object (ruler instead of credit card, for example).

Can I re-measure an existing piece?

Yes. Open the piece and tap Edit > Update Dimensions. You can re-measure using any method and the piece listing will update.

15.6 Notifications

I'm not receiving push notifications

  1. Check that notifications are enabled on your device:
  2. iOS: Settings > Remnant Finder > Notifications > Allow Notifications
  3. Android: Settings > Apps > Remnant Finder > Notifications > Enable
  4. Check in-app notification settings: Settings > Notifications.
  5. Make sure Quiet Hours are not active.
  6. Ensure the app has not been force-stopped or battery-optimized away.

Too many notifications

  1. Go to Settings > Notifications.
  2. Disable categories you don't need.
  3. Set Quiet Hours to suppress notifications during off-hours.

15.7 Contact Support

If you cannot find an answer to your question:

  • Email: support@remnantfinder.com
  • In-App: Go to Settings > Help & Support > Contact Us
  • Response Time:
  • Free plan: within 48 hours
  • Pro plan: within 24 hours (priority support)

When contacting support, please include: - Your account email - Device type and OS version - App version (found in Settings > About) - Screenshots or screen recordings of the issue - Steps to reproduce the problem

← Integrations | Back to Table of Contents →