DOCUMENT REF: SP-2026-0228
Support
Contact Us
If you have questions about visual evidence reports, case vaults, uploads, monthly analysis credits, or account access, we can help:
Email: [email protected]
Before You Contact Support
What should I include in a support email?
Include the phone number used for login, the approximate time of the issue, the case name if one exists, and whether the problem happened during upload, analysis, report export, or case review. Do not send sensitive evidence photos by email unless support specifically asks for a safe transfer method.
Where should I start if the web platform feels confusing?
Start from the case list. A case holds related evidence, analyses, and reports. Evidence is the uploaded file or photo record, analysis is the AI-assisted review of that evidence, and a report is the case-ready output you can review or export.
What if I cannot find old data?
Check whether you are logged in with the same phone number and account. Old analyses may appear under their case history rather than on the upload screen. If you still cannot find a prior report, contact support with the login phone number and any case or upload details you remember.
Common Questions
How do I delete my account?
Go to the Profile tab and tap "Delete Account". This permanently removes your account and all analysis history.
How many monthly analysis credits do I get?
Free users get 3 free monthly analysis credits on the web platform. The count resets on your monthly credit cycle.
Why do web analysis credits work differently from the mobile app?
The web platform is built around case-ready analyses, evidence storage, and PDF-style report output, so it uses monthly analysis credits instead of app-style daily scan limits. Report generation from a completed analysis is included.
Are my photos stored?
Probe stores results, thumbnails, metadata, and source files in case vaults for review. Account settings let you delete the account and associated case data.
Why did my analysis fail?
Analysis requires a clear photo with visible details. Try again with better lighting or a different angle. If the problem persists, check your internet connection.
What should I try if upload fails?
Try a smaller image, a stable internet connection, and a common file format such as JPEG or PNG. If the photo came from a messaging app, exporting or saving a fresh copy may help. Keep the original file separately if metadata matters for your review.
What should I try if PDF export fails?
Refresh the case page and confirm the report finished generating before exporting. If export still fails, send support the case name, report time, and whether the issue happens on one report or every report in the account.
How does the AI analysis work?
Probe uses AI vision to produce metadata-aware observations, scene inferences, and confidence notes on each finding. It generates a visual evidence report you can review, export, and keep in case history.
Can support interpret my report for me?
Support can help with account access, uploads, report generation, and product workflow questions. Support cannot provide legal advice, decide claim outcomes, verify authenticity with certainty, or make professional investigative conclusions from a report.
Is my data safe?
Yes. We only collect your phone number for login. Report outputs and case files are retained as case vault records for your workflow. All communication uses HTTPS. You can delete your account anytime. Read our full Privacy Policy.
Helpful Guides
Where can I learn the workflow?
Start with Visual Evidence Reports for the web platform flow, Case File PDF Reports for export expectations, and Confidence Scores Explained for reading AI-assisted findings.