Customer Support & Help Center

Frequently Asked Questions

1. How does Gemirror calculate gemstone valuations?

Gemirror combines specialized computer vision inspection with verified laboratory certificate data (GRS, GIA, SSEF, Gübelin, Lotus) and real-time international trade benchmarks. Our models compare optical characteristics, origin premiums, and treatment status against historical sales from major auction houses (Christie's, Sotheby's, Bonhams) and active Bangkok dealer wholesale markets.

2. How do I restore my purchased credits or passes?

If you reinstalled the app or switched devices, you can restore your purchases at any time:
1. Open Gemirror on your iPhone.
2. Go to Profile → Settings.
3. Tap Restore Purchases.
Your Apple ID purchase receipt will be re-validated with Apple StoreKit and your account balance will synchronize automatically.

3. Why did my photo get rejected during capture?

To ensure valuation precision, our optical pre-screening system inspects each photograph. If an image is out of focus, taken in poor or tinted lighting, heavily shadowed, or if the stone is too small in the frame, the app prompts you with specific adjustment instructions. Ensure natural daylight or neutral LED lighting and focus sharply on the gemstone facets.

4. How do I request a refund?

All billing and payment processing is handled exclusively by Apple. To request a refund for an In-App Purchase:
1. Visit Apple's official portal at reportaproblem.apple.com.
2. Sign in with the Apple ID used to make the purchase.
3. Select "Request a refund" and choose the reason for your request.

5. How can I delete my account and data?

You have full control over your data. In the app, navigate to Profile → Settings → Delete Account. This permanently purges your account, saved stones, uploaded certificates, and authentication records from our servers.