Support — NutriCitadel
Last updated: 24 September 2026
One address for everything — bug reports, questions, subscriptions and data requests:
This is a small team, so a reply usually takes a few days. There is no call center and no automated reply.
What helps us answer faster
- The app version — shown in About inside the app.
- Your phone model and its system version.
- What you did and what happened — a screenshot helps.
Subscriptions, cancellation and refunds
Subscriptions are bought and managed through the store you bought them from. We cannot see your payment details, and we cannot cancel or refund a purchase for you.
- iPhone: Settings → your name → Subscriptions. Refund requests go to Apple at reportaproblem.apple.com.
- Android: Google Play → Payments & subscriptions → Subscriptions. Refunds follow Google Play's own policy.
Deleting the app does not cancel a subscription. Cancel it in the store first. Your first 7 days, counted from when you first open the app, unlock every paid feature except the daily photo allowance — no card, and nothing starts charging on its own.
Your data
There is no account, so we hold no profile, food diary or history about you — there is nothing on our side that we can link to you to look up, export or delete. Your diary lives on your phone:
- To keep a copy, use About → Export a backup file.
- To erase everything, delete the app. If your phone makes backups (for example to iCloud), the app's data is part of that backup until you remove it there.
- Meal photos you choose to analyse are not stored by our server. We keep a daily counter row with a random device identifier, deleted automatically after 7 days, and, on Android, photo results you choose to report (the reason and the estimate, with no identifier), deleted after 90 days. Details: Privacy Policy.
- When you email us, we use your message only to answer you and delete the conversation within 90 days of our last reply. You never need to share health details to get help. Washington and Nevada residents: Consumer Health Data Privacy Policy.
Common questions
A barcode is not found
The food database covers packaged foods sold in the United States. A barcode that is not in it is not found; the app keeps a note of it on your phone only. You can still find the food by name in Search.
Meal photo analysis does not start
It needs an internet connection, and before the first photo the app asks you to agree to sending it to Google's Gemini model, a third-party AI. If you said Not now, taking a photo asks again. You can also turn it off at any time in About. Barcode scanning and search work without internet.
Voice logging does not appear or does not hear me
Speech is turned into text on your phone and the recording is not sent anywhere. If your phone cannot recognise speech on the device itself, the feature stays off rather than sending audio elsewhere. Check that NutriCitadel is allowed to use the microphone and speech recognition in your phone's settings.
Steps show nothing
On iPhone, NutriCitadel reads the step count from the Motion & Fitness sensor. Allow it in Settings → Privacy & Security → Motion & Fitness. Saying no only turns the Steps screen off; everything else keeps working.
Not medical advice
NutriCitadel is a food log. It is not a medical device and does not diagnose, treat, cure or prevent any disease. See the Terms of Use.