Need help with CoinDuo: Coin Identifier? Email [email protected].
For questions, complaints, suggestions, purchase issues or privacy requests about the CoinDuo app or website, use [email protected]. This is our single support address. Put App support, Website support, Complaint, Suggestion or Privacy request in the subject so we can route your message.
Website support
For coinduo.app, include your account or purchase email, the batch or order reference if available, and a description of the issue. Website purchases and credits are separate from App Store purchases. For a website payment or refund question, email us; Apple handles App Store refund requests. Do not send login links, verification codes or card details. Read the website Privacy Policy and website Terms of Service for the web service.
iPhone app support
Include your iPhone model, iOS version, CoinDuo version, what you expected and what happened. An error message and approximate time help us investigate. Send screenshots only if useful, and hide unrelated personal information. Never send an Apple password, verification code or full card number.
Take photos of one coin, both sides
Keep the whole coin visible, use even light and avoid glare or fingers covering lettering. Hold the phone steady and follow the on-screen guidance. Capture the first side, turn the same coin over, then capture its other side. Do not clean or alter a coin just to improve a photo.
If automatic capture is difficult, switch to manual capture and use the shutter button. Check the saved preview before continuing. Retake a blurred, clipped or reflective side; follow any prompt asking for a particular side.
You can use the photo button instead of the camera. To change camera permission, open the CoinDuo entry in iPhone Settings and enable Camera. The system photo picker does not require access to your entire library.
Selecting photos and resuming a scan
Select one photo for the first side, then take or select a photo of the other side on the next screen. Both photos must show the same coin. The normal scan flow handles one coin at a time; it does not require selecting a batch or pairing a list of photos.
Cloud analysis needs an internet connection and your photo-processing permission. Third-party AI service providers process the coin images or text you choose to analyze. Read the analysis notice and Privacy Policy before agreeing; you can later withdraw Coin Analysis permission in Privacy & Data.
If a scan is waiting for a network connection, reports an error or needs clearer photos, follow its prompt to retry or replace the requested side. If you leave the app, return to check the task’s current state. Keep the app open while retrying; iOS may limit work after it goes into the background. An upload finishing does not mean the identification has finished.
If it remains stuck, contact us with the approximate time, displayed message and app version. Keep your original photos and existing app data while we investigate. Uninstalling can remove records that have not finished syncing.
Importing a spreadsheet
Use Collection → Import list to select .xlsx or .csv, confirm the column mapping and review the rows. Your original file stays on your iPhone. Import only saves mapped collection fields without an AI request; those records can synchronize like other saved coins. Choosing valuation sends the selected coin details to third-party AI service providers and uses scan-pack credits on successful results. Unmapped columns and the original file are not sent. Keep personal data out of mapped coin fields.
Imported records may have no photos. Adding photos to an existing imported record stores them without ordering a new identification. CSV/PDF exports are shared to the destination you choose. See list-import privacy.
Video import and sharing
Where video import is available, choose your video, review the coins found on your iPhone and confirm the ones to identify. Coin images are then uploaded for analysis. The full video is only shared if you separately agree. Numeric video diagnostics are described in the Privacy Policy.
Share videos / Not now is a real choice: declining does not change identification or scan charges. Change it in Settings → Privacy & Data → Video Import. Sharing removes audio and descriptive metadata and uploads the video copy over Wi-Fi. A completed share is kept for 90 days; incomplete uploads expire after seven days. Switching sharing off cancels pending uploads but keeps completed shares until expiry or deletion. Use Delete shared videos to request removal of the videos and annotation derivatives, while keeping saved coins. Contact us if deletion remains pending beyond seven days.
Understanding a result and sending feedback
A completed supported identification includes coin details, a visible-condition assessment and a reference value range in US dollars. If the app asks you to confirm information or retake a photo, complete that step before treating the scan as finished. If expected fields or the value range are missing, retry as prompted or contact support.
AI results and reference estimates can be wrong. They are not professional authentication, numerical grading, a guaranteed selling price or an offer to buy. A saved estimate is a snapshot, not a continuously updated market quote. Verify important decisions with an independent specialist.
To report an identification, condition or estimate problem, open the coin’s result or detail and choose More suggestions. Sending the report uploads separate copies of the two coin photos, the result snapshot you opened and your message. It does not run another identification or alter the saved estimate. Feedback is kept for one calendar month, then scheduled for deletion. For questions without photo attachments, email us instead.
Collection, Apple sign-in and recovery
Completed scans can appear in history before you mark them as favorites or organize them into folders. Adding or removing a favorite and moving between folders do not by themselves erase the underlying record.
Open Home → Settings → Account → Sign in with Apple to associate records with your CoinDuo account. Apple may share a private relay email address; Settings shows the address Apple supplies. CoinDuo does not require a separate email password.
On another iPhone, sign in with the same Apple Account to recover records and necessary photos that finished syncing. Recovery preserves saved estimates and collection details; it does not order a new scan or update a saved valuation. Keep the original device until synchronization and recovery are complete.
Before signing out or changing accounts, finish pending work and sync local changes. Signing out removes synced CoinDuo copies from that iPhone while keeping them in the cloud account. Offline changes, unfinished scans and local-only photos cannot be recovered from the server. If the app reports that sign-in is unavailable or synchronization is incomplete, contact us before uninstalling.
For a data copy or recovery problem, email [email protected]. We may need to verify that the records belong to you.
Processing permission and deleting data
To pause new photo and list analysis submissions, use Home → Settings → Privacy & Data → Withdraw consent. This does not erase existing records or undo completed analysis. Existing history synchronization is separate from a new AI analysis.
To remove content, use Home → Settings → Privacy & Data → Delete all data. To also remove the account and linked Apple sign-in authorization, choose Delete account. Read the confirmation first; these actions cannot be undone through CoinDuo. Originals in your system photo library are separate from the app’s copies.
Keep an internet connection while server-side deletion completes. If removal fails or remains pending, retry when connected or contact us. External authentication cleanup can continue after the initial request. Uninstalling alone does not request server deletion. The AI processor’s separate abuse-monitoring retention is explained in the Privacy Policy.
Product analytics and Crash diagnostics are separate settings, both off by default. Turning them off stops future permitted sends, not reports already delivered. Third-party analytics deletion may need a separate provider operation; contact us to follow up. See analytics details.
App Store purchase help
If a paid feature or subscription is offered, review its price, billing period, access details and any offer in the app and Apple’s confirmation before purchasing. A missing price is not a free offer. If purchase information cannot load, use the retry action shown or return later; contact us if it persists.
Purchased access is missing. Use Restore purchases on the purchase screen with the Apple Account used for the original purchase. Pending approval or verification can delay access. If restoration reports a conflict or still fails, contact us before buying again. Restoring purchases does not restore deleted or unsynced collection records.
Cancel renewal. If you have an Apple subscription, open iPhone Settings → your name → Subscriptions → CoinDuo. Deleting the app, its content or its account does not cancel it. Follow Apple’s cancellation instructions and the renewal or trial deadline Apple shows.
Request a refund. Follow Apple’s refund instructions. Apple determines eligibility through its process; emailing CoinDuo does not submit a refund request to Apple.
Read the Privacy Policy for data handling and your choices, and the Terms of Use for service conditions.