Support

Questions, wrong verdicts, purchases — all of it comes to one inbox.

A verdict looks wrong

Tell us. Every result screen has a report action that pre-fills an email with the product and the verdict you were shown, which is the fastest route — or write to support@halal-trace.com directly.

Two things worth checking first. Verdicts depend on your strictness setting, so a "doubtful" on Strict can be "halal" on Lenient — the setting is shown on the result screen. And manufacturers reformulate: if the packaging in your hand lists something the app didn't see, the product database is out of date, and telling us lets us fix it for everyone.

The product wasn't found

Barcode lookups use community- and government-maintained databases, and their coverage is uneven — regional and own-brand products are often missing. When a barcode isn't recognised, photograph the ingredients label instead: that path doesn't depend on the product being in any database.

The label didn't scan properly

Text recognition on a curved, glossy or crumpled packet is genuinely hard. What helps:

• Fill the frame with the ingredients list alone, not the whole packet.
• Flatten the packaging and avoid glare — angle away from overhead lights.
• Hold still until the capture completes; motion blur costs more than low light does.
• Use the crop tool after taking the photo to trim away everything but the ingredients.

You can also review and correct the recognised text before the verdict is calculated, so a missed word doesn't have to mean a wrong answer.

I bought Pro and it isn't active

Pro is a one-time purchase tied to the Apple ID or Google account you bought it with. On a new device, or after reinstalling, use Restore Purchases in the app — make sure you're signed in with the same account. If it still doesn't unlock, email us with the store receipt and we'll sort it out.

Refunds are handled by Apple and Google rather than by us; see reportaproblem.apple.com or Google Play's order history.

Does it work without a connection?

Yes. The ingredient knowledge base is stored on your phone, so scanning an ingredients label works fully offline. Barcode lookups need a connection to fetch the product, and a product nobody has ever resolved before needs one too — offline, you'll get a "doubtful, not enough data" result rather than a guess.

Which languages are supported?

Ingredient labels in English, German, Swedish, Spanish and French. The app detects the label's language and can fall back to the others when a label is mixed or partly cut off. You can set your preferred order in Settings.

How do I delete my data?

Delete the app, or clear its data in your device settings. Your scan history, favourites, settings and the anonymous device identifier all live on your phone and go with it — there is no account to close and no server-side copy. See the privacy policy for the full picture.

Can you add an ingredient, or a language?

Please ask. Requests for ingredients we classify wrongly or don't recognise at all are the single most useful thing you can send us — include the exact wording from the label.

Something else

support@halal-trace.com. Privacy questions go to privacy@halal-trace.com.