SUPPORT · PRIVATE ALPHA
Most GradeLens problems can be diagnosed without deleting a scan, reinstalling the app, or exposing card photos. Start with the preserved case and its non-secret scan confirmation.
START HERE
These steps preserve the evidence and the history needed to understand what happened.
Once GradeLens says the evidence is secured, the server can finish the grading job even if the app leaves the foreground. Reopen the saved scan from Vault and use Retry to check the same job—do not start over or delete its photos.
Open Account and choose Check Cloud Vault. Confirm that you are using the same Apple account. Do not uninstall the app: local reports and recovery files may still be safely present on this iPhone.
Keep the original report and photos. Use Share support details from the scan screen, then describe the exact finding, source view, and physical condition you observed. A fresh scan can help compare evidence, but it should not replace the original case.
Return to the signed-in GradeLens app and open the companion again. Its one-time handoff expires quickly and is bound to your account. Never paste an Apple password, grading-provider key, or API key into GradeLens support.
CONTACT SUPPORT
In the iPhone app, open the affected scan and choose Share support details. Include the scan confirmation and a short description of what you expected versus what happened. The diagnostic intentionally excludes source photos, report contents, credentials, and API keys.
WHAT SUPPORT CAN—and cannot—DO
Trace operational stages, explain evidence limits, help recover preserved local or cloud records, and document a suspected grading error for review.
Authenticate a physical card from photos, guarantee a third-party grade, secretly change a completed report, or treat a scan confirmation as account authorization.