Support
Help, FAQs, and how to reach us.
Contact
Email: contact@lactosafe.com
We aim to respond within two business days. For purchase, restore, or billing issues, please include your device platform (iOS or Android) and the date of the purchase if known.
Frequently asked questions
How does the label scanner work?
Lactose Safe uses on-device character recognition to read the ingredient text on a label, then highlights any words associated with lactose, milk, casein, whey, and related dairy ingredients. No image or text leaves your device.
Which languages does the scanner support?
The character recognition engine supports English, Chinese, Filipino, French, German, Indonesian, Italian, Japanese, Korean, Malay, Portuguese, Spanish, Turkish, and Vietnamese. The travel phrasebook covers 60 phrases in 18 languages.
Do I need to create an account?
No. Lactose Safe has no login flow. Premium entitlement (paid scan unlock) is tied to your Apple ID or Google account on the device, not to any in-app account.
What is included for free, and what requires a subscription?
- Free: 5 label scans per month (all 14 OCR languages), and the full travel phrasebook (all 60 phrases in all 18 languages, with no limit).
- Premium subscription (monthly or annual): unlimited label scans.
- Lifetime: one-time purchase that unlocks unlimited scans permanently.
How do I restore a previous purchase?
Open the app, go to Settings, and tap Restore Purchases. Make sure you are signed in to the same App Store or Google Play account you used for the original purchase.
How do I cancel my subscription?
- iPhone or iPad: Settings → your name → Subscriptions → Lactose Safe → Cancel Subscription.
- Android: Google Play Store app → profile icon → Payments & subscriptions → Subscriptions → Lactose Safe → Cancel.
The scanner is not detecting text on a label. What can I do?
- Hold the camera steady and make sure the ingredient list is in clear focus and well lit.
- Avoid glare from plastic packaging by tilting the label slightly.
- Confirm the OCR language in Settings → Character Detection matches the label's language.
- If a label still will not parse, please email us a description (do not send the photo unless asked) at contact@lactosafe.com.
The app missed an ingredient or flagged something incorrectly. What now?
Please tell us at contact@lactosafe.com. Include the brand and the ingredient text in question. We use these reports to improve the on-device dictionary in future updates.
Is Lactose Safe a medical device?
No. Lactose Safe is a software tool to help lactose-intolerant people read labels and ask about dairy when traveling. It is not a substitute for medical advice and is not appropriate for people with galactosemia, milk allergy, or any condition requiring strict dietary avoidance. Always consult a qualified healthcare professional for medical questions.
Privacy
See our Privacy Policy for details on what data the app processes and what stays on your device.