Support

We’re glad to help. Write to gemlo@nookpages.com, or in Gemlo, open Settings › Contact support. Tell us your iPhone model, your iOS version and what happened; a screenshot helps. Please don’t send passwords or payment details.

Gemlo found the wrong card or print

Gemlo names a card only when the number and the name it reads both match, so a wrong card is rare; when it isn’t sure, it says so. To fix a scan:

• Before you add it: tap Not this card? on the result, then pick from the closest matches, Search for it, or Type the number printed at the bottom of the card, such as 199/165. A fix never uses up a scan.
• The print (normal, holo, reverse holo and so on): choose it on the result before you add the card. The first one listed is chosen for you, so check it.
• After you’ve added it: open the card in your collection and change its print, or tap the copy to edit it. If the card’s page asks “Which print is this card?”, Gemlo’s card list now tells its prints apart: pick yours.
• Glare or a sleeve: tilt the card a little, or take it out of a thick top loader, and scan again.
• Still can’t read it? Tap Check online to have an AI read the card from its photo; you confirm what it found. It’s optional: the first time, Gemlo asks your permission.
• A brand-new set may not be in Gemlo’s card list yet; card-list updates add new sets. Cards from an imported file that Gemlo couldn’t match are kept as unlisted cards: once the list has the card, open it in your collection and tap Find the card.

If Gemlo named the wrong card, or a card’s details or picture are wrong, open the card and tap Report a problem, or tell us by email. Report a problem opens an email with which card and print it is, the app version and your price currency, for you to send.

Free scans: how many are left

Without Pro, Gemlo identifies 10 cards a day by scanning, and a new day starts at midnight. The scanner shows how many are left at the top, and so does Settings.

• A scan counts when Gemlo names a card and you move on to the next, or when you say yes to a card it checked online.
• Free, always: fixing a scan, choosing between matches or look-alike prints, searching, adding cards from a set, importing a CSV file, and your first scan while you set up Gemlo.
• At zero, the camera pauses until midnight. You can still search for cards and add them from a set.
• The count is kept on your iPhone, so reinstalling Gemlo doesn’t reset it. With Gemlo Pro, scans are unlimited.

Prices

• Gemlo shows US prices from JustTCG or euro prices from Cardmarket, chosen from your iPhone’s Region. Change it in Settings › Prices. Each price shows its source and the day it’s from; tap the info button beside it for what it means.
• Prices are estimates of recent sales and listings, not offers or appraisals. They change every day, and a card’s condition can change its value a lot. US prices follow the condition you set on each copy.
• No price? Gemlo doesn’t price graded cards yet; a few cards share one Cardmarket listing, so Gemlo shows no euro price rather than another card’s; and some cards have no recent price at all. Your collection’s total lists the cards it leaves out.
• With a large collection, US prices fill in over a few minutes the first time (“Pricing your collection…”).

Restore your purchases

If you bought Gemlo Pro and it isn’t showing:

1. Make sure your iPhone is signed in to the Apple Account you paid with.
2. In Gemlo, open Settings › Subscription › Restore purchases. The subscription screen also has Restore at the bottom.

To use Gemlo Pro on more than one iPhone, sign in to the same Gemlo account on each, then tap Restore purchases if Pro isn’t showing. Restoring on an iPhone that isn’t signed in to that account moves Gemlo Pro to it, away from your other iPhone. Lifetime stays with your Apple Account, even if you delete your Gemlo account.

Cancel or change a subscription

1. Open your iPhone’s Settings and tap your name.
2. Tap Subscriptions, then Gemlo.
3. Tap Cancel Subscription, or Cancel Free Trial during a trial.

In Gemlo, Settings › Subscription › Manage subscription opens the same page. Cancel at least 24 hours before your trial ends or your subscription renews to avoid the next charge. Deleting Gemlo, or your Gemlo account, doesn’t cancel a subscription. If you buy Lifetime while subscribed, cancel the subscription too: it doesn’t stop by itself.

The 7-day free trial comes with the yearly plan. With notifications on, Gemlo reminds you two days before it ends. Apple processes App Store refunds: request one at reportaproblem.apple.com.

Move to a new iPhone

Gemlo saves your collection to your Gemlo account as you go, from your first card, even before you sign in. To get it back on a new iPhone, or after reinstalling Gemlo, sign in first on your current iPhone:

1. In Gemlo, open Settings and tap Create your account (which also signs in to an account you already have).
2. Choose Continue with Apple or Continue with email.

On your new iPhone, tap I already use Gemlo on the welcome screen and sign in the same way. Your cards and binders come back. If Gemlo Pro isn’t showing, use Restore purchases. Your settings, today’s free-scan count and your scan pictures stay on each iPhone.

If you never sign in and delete Gemlo, there’s no way to get that collection back. Export it first, or sign in.

Export or import your collection

• Export (free, always): Settings › Export as CSV makes a spreadsheet file of your collection, one row per group of identical copies, with each card’s set, number, condition, grade, binder, what you paid and Cardmarket’s euro value. Share it to Files, Mail or any app. US prices aren’t included: JustTCG’s licence doesn’t allow it.
• Import: Settings › Import a CSV reads Gemlo’s own export, Collectr’s export and most collection spreadsheets, such as the TCGplayer app’s. You see what was found before anything is added: rows Gemlo can’t match for sure are kept as unlisted cards, or you choose. Undo import takes the whole import back.

The camera and photos

• Gemlo reads cards on your iPhone; what the camera sees isn’t saved or sent. If you said no to the camera, turn it on in your iPhone’s Settings › Gemlo › Camera.
• For the best scan, hold the card flat in good light, fill most of the frame with it, and keep the number at the bottom visible.
• To scan a photo you already took, tap the photo button in the scanner. Gemlo sees only the photo you pick.
• Gemlo reads cards printed in English and Japanese. Choose which you collect in Settings: Japanese takes a little longer to read.

Delete your account

In Gemlo, open Settings, scroll down, tap Delete account and confirm. This deletes your Gemlo account and its data, whether or not you ever signed in: your collection and binders on our servers, your records at PostHog, and your collection on this iPhone. Some records aren’t deleted right away, such as backups and server logs (about 7 days), what our AI provider received (up to 30 days) and any emails you sent us. Some aren’t deleted, such as purchase records we keep for our accounts. Our Privacy Policy lists them all. Want a copy first? Export your collection.

Deleting your account doesn’t cancel an App Store subscription. If you have one, cancel it as well.

Card images and rights holders

Gemlo is not affiliated with, endorsed or sponsored by Nintendo, Creatures, GAME FREAK or The Pokémon Company, or by any other card game’s publisher. Card names and images belong to their owners and are shown only to identify cards. If you own the rights to something Gemlo shows and want it removed, email gemlo@nookpages.com with what it is and where it appears, and we’ll remove it.

Your data and privacy

Our Privacy Policy explains what Gemlo collects and why. In Gemlo:

• Settings › AI › Check cards online turns online reads off, withdrawing your permission. Scanning on your iPhone keeps working.
• Settings › Privacy › Share usage analytics turns usage analytics on or off, and Meta’s software, which measures our ads, with them. They’re on by default, wherever you live.
• Hide your collection’s value on screen with the eye button beside it.

To ask for a copy of your data, or to have it corrected or deleted, email gemlo@nookpages.com from your Gemlo account’s email address. An account that never signed in has no email address: export your collection in Settings, or delete the account in Settings › Delete account.