Contact us
Write to support@labsenseapp.com. In the app, More → Contact support opens an email with your account ID and app version already filled in.
If you write from another email app, please include:
- your account ID, from the bottom of the More tab (tap it to copy)
- your phone model and the app version
- what you expected to happen, and what happened instead, with a screenshot if you can
Please don’t send lab reports or other health documents by email unless we ask for them. For privacy questions and data requests, write to privacy@labsenseapp.com.
Signing in
I didn’t get my sign-in code
- Check your Spam or Promotions folder.
- Make sure the email address is spelled correctly.
- Wait a minute, then tap to send a new code. A code works for 10 minutes, and only the newest one works.
- For security, each address can get up to 5 codes an hour. If you’ve reached that, try again later.
Still nothing? Write to support@labsenseapp.com.
It says no account was found
Log in only opens existing accounts. If you’re new, go back and tap Get started to create one. Accounts are matched by email address, so signing in with Google, Apple or an email code reaches the same account as long as the email address is the same.
I used Apple’s Hide My Email
Apple then gives LabSense a private relay address instead of your real one, and that relay address is your account’s email. On an iPhone, keep signing in with Apple. Sign in with Apple isn’t available on Android, so if you switch to an Android phone, write to us and we’ll help you reach your account.
Can I use LabSense on more than one phone?
Yes. Sign in to the same account on each phone, iPhone or Android. Your data syncs through your account, and you stay signed in until you log out or don’t open the app for a year.
LabSense Plus and purchases
How do I subscribe?
Tap any Plus feature, or Get LabSense Plus in the More tab, then choose a plan. Payment goes through the App Store or Google Play, and prices are shown in your currency.
I paid, but Plus isn’t showing
Open the paywall and tap Restore purchases, signed in to the same App Store or Google Play account you paid with. Plus belongs to your LabSense account, so it also works on your other phones once you sign in.
How do I cancel?
Cancel in the store you subscribed in:
- iPhone or iPad: Settings → your name → Subscriptions → LabSense.
- Android: Google Play → your profile picture → Payments & subscriptions → Subscriptions → LabSense.
Plus stays active until the end of the period you paid for. Deleting your LabSense account doesn’t cancel the subscription.
How do I get a refund?
Refunds are handled by Apple and Google. Ask Apple at reportaproblem.apple.com, or Google through Google Play → Payments & subscriptions → Budget & history.
What happens when Plus ends?
Nothing is deleted. Your data stays visible and editable, but you can’t add more than the free plan allows.
Lab results
Which files can I upload?
PDFs, photos (JPEG, PNG or HEIC) and document scans from the camera, up to 20 MB and 20 pages each, from any lab and in any language. LabSense shows your results in English or Russian.
Why do I have to paint over my details?
On photos and scans, LabSense can’t reliably find personal details by itself, so you paint over your name, date of birth and ID numbers before the AI reads the page. Please don’t paint over the dates or the lab’s name: they’re needed to read your results. Digital PDFs are redacted automatically. See How LabSense uses AI.
A value was read wrong
Open the report, tap the value and correct it. Values the AI wasn’t sure about are marked with a ? so you can check them first. LabSense remembers your correction for that lab’s next reports.
Some tests weren’t added
LabSense doesn’t support every lab test yet. The report says which tests were skipped, and you can still add values by hand.
Can I add results without AI?
Yes. Enter them by hand, any time, on any plan, with or without AI processing turned on.
Apple Health and Health Connect
What does LabSense import?
Weight, height, heart rate, resting heart rate, blood pressure, blood glucose, blood oxygen, body temperature, steps and sleep, the ones you allow. The first sync brings in up to the last 12 months. LabSense never writes anything back.
Why can’t I sync a family member’s profile?
Your phone’s health data is yours, so it always goes to your own profile.
How do I stop syncing?
Turn off More → Health data sync. What was already imported stays; tap Remove imported data to delete it. You can also withdraw permission in Settings → Health → Data Access & Devices on iPhone, or in the Health Connect app on Android.
My latest data isn’t there
Open More → Health data sync and tap Sync now. If you logged out, turn sync back on after logging in again: logging out turns it off on that phone.
Your data
Where is my data stored?
On Amazon Web Services servers in Frankfurt, Germany, encrypted in transit and at rest. See the Privacy Policy.
Can I turn off AI?
Yes, in More → Settings → AI processing. You can still add results by hand and use everything that doesn’t need AI. See How LabSense uses AI.
How do I delete my account?
In More → Delete account. If you can’t open the app, see Delete your account.
Notifications
I’m not getting reminders
Supplement and meal reminders are scheduled on your phone. Check that notifications for LabSense are allowed in your phone’s settings, and that the reminders are on in More → Settings → Notifications. If you logged out, reminders on that phone stop until you log in again.