Answers to the things people ask most. If yours is not here, write to us and a person will reply.
We aim to reply within 24 to 48 hours on business days.
Use even, indirect light, hold the piece still, and fill the frame with the stone rather than the setting. The app guides you while the camera is open and waits for a sharp frame before it reads the piece. Glare and deep shadow are the two things that cost you the most detail.
A scan reads what the camera can see. Change the light, the angle, or the distance and the app is looking at different evidence, so it can land somewhere different. If two scans disagree meaningfully, scan again in better light and keep the one where the stone is sharpest.
It is an estimate of what comparable pieces sell for, not a certified appraisal, and it is not an offer to buy. Use it to understand roughly where a piece sits. For insurance, resale, or anything with money attached, get a certified appraisal from a qualified appraiser.
Tell us and we will look at it. Email gemstoneaiapp@gmail.com with the photos you used and what you believe the piece is. Reports like these are how the app gets better.
Tap Save on any scan result. Saved pieces live in your Collection, where you can rename them, add your own notes and records, and see how their estimated value moves over time.
Yes. Open the piece from your Collection and edit its details. Your own records sit alongside the scan, and the app keeps both.
In the app, go to the Profile tab, open Settings, and choose Delete Account. This erases your account and the pieces saved to it. It cannot be undone.
Subscriptions are billed by Apple or Google, not by us. On iPhone, open Settings, tap your name, then Subscriptions. On Android, open the Play Store, tap your profile, then Payments and subscriptions. Cancelling stops the next renewal and you keep access until the period you have paid for ends.
Open the upgrade screen in the app and tap Restore Purchases. If that does not sort it, email us with the store receipt and we will fix it from our side.
Refunds are handled by the store that took the payment. Apple handles them at reportaproblem.apple.com, and Google in the Play Store order history. We cannot issue a refund for a store purchase ourselves, but tell us what went wrong and we will help you make the case.
A weekly board inside the app where you can share one of your own scanned pieces, and other people can vote and comment. It resets every Monday. Taking part is entirely your choice, and nothing you scan appears there unless you submit it yourself.
The photos of that piece, its title and description, the stone and setting details the scan produced, and one estimated value. Your byline appears as your first name and last initial, or as Anonymous if you choose that when you submit. Your email address, your phone number, and the rest of your Collection are never published.
Anyone. The board is readable without a GemstoneAI account, so treat a submission as publishing to the open internet. Do not submit a photo you would not want seen publicly, and be aware that a photo can carry more than the stone, including your surroundings.
Open your entry on the board and tap Take it off the board. It comes down immediately, along with its votes and comments.
Every piece and every comment posted by someone else carries a Report action, with a short list of reasons. Every comment also carries a Block action that blocks its author. Comments pass an automated check before they are published, and anything that check cannot clear is rejected rather than posted. We review reports and remove content that breaks the rules below.
Passing off someone else's piece as your own, spam and advertising, offensive or abusive content, personal information about anyone, and trying to move a deal off the platform. We remove content that breaks these rules and we can suspend accounts that keep doing it.
Photos you scan are processed to identify and value the piece, and are kept with the piece you save. They are not published anywhere unless you submit that piece to the Community Board yourself. The Privacy Policy sets out the detail.
Deleting your account in the app removes it. If you would rather we did it, or you want a copy of your data first, email gemstoneaiapp@gmail.com from the address on the account.
Tell us what happened, what you expected, and which device you are on. Screenshots help. We read everything that comes in.
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