Sunglass Genie support
How can we help?
Start with a quick answer below, or email the appropriate contact shown on this page.
System requirementsiPhone · iOS 18 or later · Portrait orientation
Contact
This site has no support form and does not collect attachments. Please describe the issue in words.
Keep your face photo private.
Do not email or attach your source photo, a Saved Look, facial landmarks, or other sensitive images. A written description, iPhone model, iOS version, app version, and the screen where the issue occurred are usually enough to begin.
Privacy email
Quick answers
The current app uses relative on-device style guidance, original Genie Studio templates, and an adjustable, approximate 2D preview.
How do I take a useful photo?
Face the camera directly in even light. Keep your eyes visible, use a neutral expression, move hair or accessories away from the face outline, and include only one face. Review the image before approving it.
Why did analysis ask me to try again?
The app needs one clear, front-facing face. It can stop when no face is found, more than one face appears, or the angle, lighting, expression, crop, or occlusion makes relative comparison unreliable. Retake or choose another image.
How do I remove my current photo and style profile?
Use the current-profile clearing control in Settings to remove the in-memory source photo and temporary style profile. Delete All Local Data also removes local favorites and the onboarding flag. Deleting the app removes its remaining local preferences.
Why did Save Look ask for Photos permission?
Save Look requests add-only Photos access only after you choose to export the rendered preview. If you allow it, the image is added to your Photos library and follows your own Photos or iCloud settings. You can remove it in Photos.
Why is the preview only approximate?
The app places an adjustable 2D illustration over one still photo using relative anchors. It does not turn a photo into real-world dimensions and is not a live camera, 3D, or professional fitting tool. Check comfort, optical needs, and safety before using eyewear.
What does Sunglass Genie Pro unlock?
While your subscription is active, Pro unlocks the complete style ranking, all current Genie Studio templates, comparisons for up to four templates, all favorites, and unrestricted private previews and exports. The free experience remains available with a smaller template selection.
How do I restore Pro access?
Open Settings in Sunglass Genie and choose Restore Purchases while signed in to the Apple Account used for the subscription. If the entitlement remains unavailable, confirm the subscription is active in App Store subscription settings, then contact support with the on-screen message. Do not send a receipt containing sensitive account details.
How do I manage or cancel the subscription?
Use Manage Subscription in the app or open App Store subscription settings. Deleting the app or choosing Delete All Local Data does not cancel an App Store subscription. Cancellation takes effect according to Apple’s billing terms. See the subscription terms.
Can I buy the Genie Studio templates?
No. They are original illustrations used for in-app style exploration, not manufactured products or items for sale. Sunglass Genie has no retailer sales, inventory, affiliate links, or eyewear checkout.
What should I include in an accessibility report?
Describe the screen, control or label, what you expected, and which iPhone accessibility settings or assistive technology you were using. Do not include a face photo. You can also identify whether larger text, increased contrast, reduced motion, or VoiceOver was active.
Still stuck?
Use the support address above. Include the app version, iPhone model, iOS version, steps you took, and the exact on-screen message. Leave out photos and sensitive facial information.