Help
Jewelry ID Support
Quick answers for the Jewelry ID app, and a form to reach us if your question isn't here. We read every message.
GemPeek is the website for the Jewelry ID app, listed as "Jewelry & Gemstone Identifier" on the App Store and Google Play, and published by The Apptor.
How to cancel
iPhone
Open Settings › Apple Account › Subscriptions, tap Jewelry ID, then Cancel Subscription.
Android
Open the Play Store, tap your profile picture, then Payments & subscriptions › Subscriptions. Tap Jewelry ID, then Cancel subscription.
Cancel at least 24 hours before the renewal date, or before a free trial ends, to avoid the next charge. Premium stays on until the end of the period you've paid for. Deleting the app does not cancel a subscription.
How to get a refund
Apple and Google take the payment, so refunds are decided by them. We never see your card details.
iPhone
Go to reportaproblem.apple.com, sign in, choose Request a refund, then pick the Jewelry ID purchase. Apple usually replies within a few days.
Android
Google Play's refund policy lets you ask Google directly within 48 hours of a purchase, from your order history. After that, send us a message with the order number from Google's receipt email (it starts with GPA.) and we'll look into it.
Questions and answers
How does identification work?
Take or choose a photo of the piece. With your permission, Jewelry ID sends the photo through our server to Google Gemini, an AI service, which reads what it can see: the type of piece, metal, stones, era and condition. You get the result with a value range in US dollars and care notes, and it is saved on your phone.
We keep an encrypted copy of the photo, without your name or install ID, to check and improve results, and never sell it. You can change your mind at any time with Settings › Send photos for identification. See the privacy policy for the details.
How accurate is it, and why is the value a range?
A photo shows a lot, but not everything. Hallmarks may be too small to read, and weight, stone treatments, synthetic stones and provenance can't be seen at all. So the app says how sure it is in words (Likely, Possible or Uncertain) rather than a percentage, and gives a value range with the reason behind it, not a single price.
Treat a result as a well-informed first look. The app suggests checks that would confirm it, such as a hallmark or a jeweller's test. For selling, buying, insurance or authentication, ask a qualified jeweller, gemmologist or appraiser.
The app got my piece wrong
Answer Was this right? with Not quite, choose what was wrong and, if you like, tell us more. Correct it and re-check sends your correction with the photo for a new reading. Your answers help us read pieces better.
For the best result, photograph the piece close up, in good daylight, on a plain background, with any stamp or hallmark in view if you can.
I paid but don't have Premium. How do I restore it?
Make sure your phone is signed in with the same Apple Account or Google account you used to subscribe. Then open Jewelry ID's Settings and tap Restore purchases.
If it still doesn't appear, send us a message with the order ID from the receipt email.
Where are my pieces stored?
Your pieces, their photos and results, and your care reminders are stored on your phone. There is no account, so they don't move to a new phone by themselves and are removed if you delete the app.
How do I delete my data?
On your phone, open a piece and tap Delete, or use Settings › Delete all pieces on this phone. For anything we hold, such as feedback or support messages, see Delete your data.
How do I contact you?
Use the form below, or email contact@theapptor.com. In the app, Settings › Contact support opens the same form.
Send us a message
In the app, Settings › Contact support opens the same form and can add your app version and device, which helps us fix problems faster.