Get in touch
Email: support@toothpal.ai
It helps enormously if you include your device (iPhone 15, Galaxy S24…), the OS version, and the app version from Settings. If something looks wrong on screen, a screenshot usually saves a round trip.
Common questions
- My score jumped and nothing changed.
- Scores read a photograph, so lighting, camera angle and how wide you open your mouth all move the number. Scan in the same place, in the same light, at roughly the same time of day, and the trend becomes far more meaningful than any single result.
- Is a good score the same as healthy teeth?
- No. ToothPal is a wellbeing app, not a medical device. It cannot detect cavities, gum disease or anything else clinical. A good score is not a clean bill of health, and a poor one is not a diagnosis. Keep your regular dental check-ups regardless, and see a dentist about anything that hurts, bleeds or worries you.
- The camera will not focus, or the scan keeps failing.
- Clean the lens, face a window or a lamp rather than standing with your back to it, and hold steady for the full countdown. If it still fails, check that ToothPal has camera permission in your device settings and that you are on the latest app version.
- How do I cancel my subscription?
- Cancellation happens in the store, not in the app — we have no power to cancel it for you.
- iPhone / iPad: Settings → tap your name → Subscriptions → ToothPal → Cancel Subscription.
- Android: Play Store → profile icon → Payments & subscriptions → Subscriptions → ToothPal → Cancel.
- I want a refund.
- Refunds are issued by Apple and Google, not by us. On iOS use reportaproblem.apple.com; on Android request it from your Play Store order history. If you are in the EU or UK and think a statutory right applies, email us and we will help you press the case.
- I paid but the app still shows the free tier.
- Open Settings and tap Restore purchases. If that does not do it, make sure you are signed into the same Apple or Google account that bought the subscription — that is the usual cause. Still stuck, email us with the store receipt.
- Who can see my scan photos?
- Only you. They are held in private storage scoped to your account, and no other user can reach them. They are never sold, never used for advertising, and never shared with insurers or employers. The processors involved are listed in the Privacy Policy.
- Can I delete a single scan?
- Not yet — today the app only supports deleting your whole account, which removes every scan with it. Per-scan deletion is on the list; if you need a specific scan removed sooner, email privacy@toothpal.ai and we will do it for you.
- How do I get my data out?
- Email privacy@toothpal.ai and ask for an export. We will send you a machine-readable copy of your records within 30 days.
- How do I delete my account?
- See Delete your account. It removes your profile, every scan image, every score and every answer you gave.
Reporting a security issue
If you believe you have found a vulnerability, email security@toothpal.ai rather than posting it publicly. Tell us what you found and how to reproduce it. We will acknowledge within two working days and keep you updated until it is closed. We will not pursue you for good-faith research that does not access other people's data or degrade the service.