Support
CompareAI Inspect · operated by BioAxiz Pte. Ltd., Singapore
Email [email protected] and we will reply within two business days.
Write from the address on your account, and tell us what you were doing, what happened, and the name of the project or scan involved. If a recording or an analysis is the problem, the scan name is what lets us find it — we cannot watch your footage to go looking.
A recording is stuck on “Uploading”
Recordings are queued on the device and uploaded in the background, so a weak connection means a video waits rather than fails. The home screen shows how many are pending. If an upload has genuinely given up, the same banner turns into a warning with Retry and Discard — the video is still on the device until you discard it, so nothing has been lost in the meantime.
If Retry keeps failing on one particular video, email us the scan name before discarding it.
The analysis did not run, or came back empty
- “Analysis limit reached” means the monthly allowance is used up: 5 analyses a month on Free, 200 on Pro. It resets on the first of the month, and the count is shown in your profile.
- No findings at all is a normal, correct result. Two recordings of a room that has not changed should come back clean — an empty report is evidence too.
- A summary that describes the room instead of comparing usually means the After was not paired with a Before. Pairing is by scan name: the After has to carry the same name as the Before it follows. A scan with nothing to compare against is flagged in the app for exactly this reason.
- Re-analyze is in the … menu on any scan if you want another pass after fixing the pairing or adding a note for the AI.
The AI is an assistant, not an adjudicator. Review the findings before you send a report, and tap any finding you disagree with to mark it as not accurate or add your own account — both the finding and your response appear on the PDF.
I forgot my password
Tap Forgot password? on the sign-in screen. We email a six-digit
code, not a link — type it into the app and you will be asked to choose a new
password. If the email has not arrived after a minute, check spam for a message from
[email protected].
There is also Change password in your profile once you are signed in.
I paid but the app still says Free
Open Profile → CompareAI Pro and tap Restore purchases. That re-reads the subscription from your Apple Account, which is also how you move Pro to a new phone. A subscription belongs to the Apple Account that bought it, and it unlocks the CompareAI account you were signed into — if you have more than one of either, make sure they match.
Still Free after restoring? Email us the CompareAI account address and roughly when you purchased.
Cancelling a subscription
Subscriptions are billed by Apple, so they are cancelled in Settings → your name → Subscriptions on your iPhone, not in CompareAI. Cancel at least 24 hours before the period ends or it renews for another one. Refunds are handled by Apple through reportaproblem.apple.com.
Deleting your CompareAI account does not cancel the subscription. Cancel first, then delete.
How long my videos are kept
Free keeps videos for 30 days, Pro for 12 months; each scan shows its own expiry date. Before that window closes you can keep the footage: scan … → Save video downloads the original so you can put it somewhere of your own. Exported PDF reports are not pruned on that schedule — export a report while the evidence still matters.
Verifying a report someone sent me
Scan the QR code on the last page of the PDF, or paste the report’s SHA-256 hash at compareai.work/verify. It confirms the report is one CompareAI generated, when it was generated, and how much it covers. No account, no app, nothing to install.
If verification fails, the PDF does not match what was recorded when it was created. That is the check doing its job: ask whoever sent it for the original export.
Sharing a project
Open the project, then … → Sharing, and invite by email address. They can view the project and add their own recordings; only the owner can delete anything or invite other people. If they do not have an account yet, the invitation waits and the project is there when they sign up with that address.
Deleting your account
Profile → Delete account removes your recordings, scans and reports. It is immediate and cannot be undone, so export anything you still need first — and cancel an active subscription in your Apple Account settings, because deleting the account does not.
Privacy requests
For a copy of your data, a correction, or any other request under GDPR, PDPA or similar law, email [email protected] from the address on the account. The Privacy Policy sets out what we hold and who processes it.
Contact
BioAxiz Pte. Ltd., Singapore — [email protected]