Support

Support runs by email. Write to us and we will answer — usually within a few working days.

From inside the app, Settings › Support › Contact Support opens a pre-filled email with your app version and device already in it. Pick Report a Bug, Get Support or Request a Feature and it sets the subject for you. That button, and the Report button on a PV AI reply, currently address the mail to callum@m24media.com. Both addresses reach us; use whichever is in front of you.

Writing in yourself? Tell us what you did, what happened, and what you expected instead. These help most:

• your app version — it is at the very bottom of the Settings screen
• your device and OS version, for example "iPhone 15 Pro, iOS 18.6"
• whether you are in Hobbyist or Professional mode
• a screenshot, if there is something to see

I paid, but Professional features are still locked. Open Settings › Subscription › Professional Features and tap Restore Purchases. That re-reads your purchase from the App Store or Google Play. It is also the right step after switching to a new device, as long as you use the same store account.

Managing or cancelling. The same screen has a Customer Center for managing the subscription, and Redeem Code for an offer code. You can always cancel directly: in your App Store account settings on Apple devices, or in Google Play under Payments & subscriptions.

Refunds. We cannot issue them. Apple and Google take the payment, so refunds go through them — Apple at reportaproblem.apple.com, Google through the Play Store order history. Write to us anyway if something went wrong; we will help you make the case.

Prices and plans. Monthly and yearly, both unlocking exactly the same Professional features. Prices and any introductory offer are set per store and per country and can change, so the subscribe screen in the app and your store listing are the authority — they show what you will actually pay and which offer applies to you. Subscriptions renew automatically unless you cancel at least 24 hours before the period ends.

PV AI is included with a Pro subscription. You do not buy anything from Google, you do not need a Gemini API key, and there is nowhere in the app to enter one. Requests go to our own service, which runs the model on our account.

Three things have to be true before PV AI will run: you are signed in, you have accepted the AI privacy terms, and your Pro subscription is active. If a feature says it is not ready, one of those three is missing. Sign in from Settings › PV AI Settings, or from the AI usage card on the dashboard.

Apple or Google. On iPhone, iPad and Mac you can use either, so you do not need a Google account to use PV AI. On Android, Google sign-in is the only option.

"You've used all your prompts." PV AI has a fair-use limit over a rolling window. The dashboard's AI usage card shows how many prompts you have left, and the Profile screen shows when the window resets. Blocked and off-topic requests are not counted against you.

PV AI stays on topic. It answers perfumery questions. Requests outside that are refused, and they cost you nothing.

Reporting a bad reply. Use Report on the reply. It opens an email to us with just that reply quoted — nothing else from your chat — and nothing is sent until you press send.

What PV AI remembers. It saves short notes about your preferences to give better answers. Read them, switch the whole thing off, or delete them one by one on the Profile screen under What PV AI remembers.

Where your work lives. Your formulas, ingredients, categories, suppliers and orders are stored on your device. They are not held on our servers. That also means they are only as safe as your device — take backups.

iCloud backup (Apple devices). Open Settings › iCloud Backup and tap Backup Now. That writes one snapshot into the app's own folder in your iCloud account. It is a manual backup, not a background sync — nothing is uploaded until you tap the button. Tap Restore to list your backups, restore one, or delete one. The app keeps three and removes the oldest.

Moving to a new device, or on Android. Use Settings › Maintenance › Database Maintenance. Export the database to a file, move the file across, then import it on the new device. You can export or import the whole database or pick particular tables. Always export before you import.

Erasing everything on a device. Settings › Danger Zone › Clear this device's library wipes the ingredients, formulas and other data on that device. It does not delete your account, and it cannot be undone.

The library is empty until you import it. Nothing ships with the app. Open the IFRA Library screen, confirm the prompt, and the app downloads IFRA's published 51st Amendment standards overview spreadsheet and loads it in. If the download fails, the app offers a manual import of the same spreadsheet.

Importing again replaces the library rather than adding to it. The IFRA Library and the compliance features are Professional-mode only.

Compliance results and the documents the app produces are built from the data you entered. They are working documents, not a certification, and they do not replace your own regulatory review.

Do I need an account? Only for PV AI. Everything else works signed out, including buying and restoring a subscription.

Exporting what we hold about you. Settings › Account › Manage your account, then Export my data under Data & privacy. You get a JSON file through the share sheet.

Deleting your account. Same screen, at the bottom: Delete account. The account deletion page walks through it and sets out exactly what is removed and what we keep.

Analytics. Anonymous usage analytics is off until you switch it on, and you can switch it off again in Settings › Analytics.

The full picture is in the Privacy Policy.

• Frequently asked questions
• Privacy Policy and Terms of Use
• Delete your account
• Perfumers Vault 2 on the App Store
• Perfumers Vault 2 on Google Play

The app is available in English, French, German, Portuguese, Turkish and Hindi. Write to us in any of them.