Need a hand?
Write to hello@pura.to. We reply within 24 hours on weekdays, usually faster.
How do I cancel my subscription?
On your iPhone: Settings → your name at the top → Subscriptions → Pura → Cancel Subscription. Apple handles the rest. We have no way to cancel a subscription on our side because we never see the payment.
How do I delete everything?
Open Pura → My profile → Reset Pura, then confirm. This removes your profiles, scan history, cached products and choices. Purchased credits and their delivery records are kept. Your Apple subscription is not canceled by a reset; use Apple’s subscription settings to cancel it.
I bought a credit pack but my balance did not update.
Open My profile → Sync purchased credits while connected to the internet. You do not need to buy again. If the balance is still wrong, email us with the purchase date so we can investigate with our payments provider.
Can I use my credits after Premium ends?
Yes. Purchased credits do not expire. Pura uses any available free scans first, then your credits.
Will my credits move to a new phone?
Credits are stored on your device. There is no account-based credit recovery yet, so deleting Pura or changing phones may lose unused credits. Restore Purchases restores eligible subscriptions, not a guaranteed credit balance. Contact us if you need help with an existing purchase.
How do I stop sharing data?
In My profile, turn off Usage statistics (Share usage analytics in earlier versions) to stop sending usage information, or choose Stop sharing with OpenAI to withdraw permission for AI processing. To request deletion of data already sent to a provider, email us.
Why is an ingredient flagged for me?
Pura cross-references the scan against your profile (allergies, conditions, preferences). Personal flags explain which label ingredients relate to the needs and preferences in the selected profile. Open the result to read the reason behind each flag. These explanations are separate from the ingredient score and do not confirm that a product is safe for an allergy.