Support
Common questions
Night Vision is dark — that's the bug, right?
It might be working as designed. Night Vision uses real long-exposure: max ISO + 1/8 second shutter. In a brightly-lit room you'll see a normal-looking exposure (because there's plenty of light); the difference becomes obvious only when the room is genuinely dim. Try it in a dark hallway at night with the lights off, holding the device steady. Frame rate drops to ~8 fps while active — that's expected because each frame takes 125 ms to integrate.
I tap LiDAR Depth or TrueDepth IR and nothing happens.
Both modes require specific hardware:
- LiDAR Depth needs an iPhone Pro (12 Pro and later) or iPad Pro (2020 and later). Other devices show "No LiDAR on this device".
- TrueDepth IR needs a Face ID iPhone (X and later, except SE) or iPad Pro. Devices with Touch ID can't run this mode.
The mode chip will tell you when your device doesn't support it.
Recording fails with a generic error.
Make sure you've granted both Camera and Microphone permissions: Settings → Privacy & Security → Camera and Microphone — find Real Night Vision Camera and enable both. If you've turned off "Record audio with videos" in our Settings, the mic permission isn't required, but Camera always is.
If the error persists in v1.2 and later, please email a screenshot — recent versions surface a detailed diagnostic in the error message (frame counts, timing) that helps us reproduce.
I bought Pro but my second device doesn't see it.
Open Settings inside the app and tap Restore Purchases. This re-checks Apple StoreKit + Adapty for your active entitlements using the same Apple ID. If that doesn't work within ~30 seconds, sign out and back into the App Store on the second device, then try again.
How do I cancel my Pro subscription?
iOS handles all subscriptions centrally:
- Open the iOS Settings app.
- Tap your name at the top.
- Tap Subscriptions.
- Find Real Night Vision Pro and tap Cancel Subscription.
You'll keep Pro features until the end of the current billing period.
Refunds.
All refund decisions are Apple's, processed at reportaproblem.apple.com. We can't issue refunds directly — Apple's the merchant of record. Pick the relevant purchase, tap "Request a Refund", and pick a reason. Most legitimate requests are approved.
Why does the app size jump after I record video?
It doesn't — your captures are saved to the iOS Photos library, not inside the app. The app binary itself is ~8 MB. If you're seeing app storage grow in Settings → General → iPhone Storage, it's the cached video thumbnails for the History view, which iOS clears automatically as needed.
Can I see through walls / find pipe leaks / hidden cameras?
No. Your iPhone has no thermal sensor, no x-ray emitter, and no electromagnetic detector strong enough for those tasks. The Thermal, X-Ray, Predator and similar modes are creative shaders — fun to use but not measurement instruments. If a competitor's app claims otherwise, they're misleading you. Use a real FLIR / Seek thermal camera (or pair one to your iPhone with the appropriate accessory) for actual heat measurement.
The app crashed / froze.
Email us with your device model + iOS version and what you were doing right before the crash. If you can reproduce reliably, screen-record the steps so we can match them. We don't ship analytics SDKs (privacy-first) so we don't get crash reports unless you send them.
Direct contact
support@mobilealchemy.co — please include:
- Your iPhone or iPad model.
- iOS version (Settings → General → About → Software Version).
- App version (Settings inside the app → About → Version).
- What you were trying to do, what happened instead.
- Screenshot or screen recording if relevant.
Replies usually within 24 hours. Mobile Alchemy is a small studio — when you email us, an actual human reads it.