Support

Contact us

To help us fix things faster, please include your device model, your iOS or Android version, the Paperwell version (Settings in the app), and what you were doing. Please do not attach private documents.

Subscriptions and billing

How do I cancel?

• iPhone / iPad: open Settings, tap your name, then Subscriptions, choose Paperwell and tap Cancel. You can also open apps.apple.com/account/subscriptions.
• Android: open Google Play, tap your profile, Payments & subscriptions, Subscriptions, choose Paperwell and tap Cancel. Or open play.google.com/store/account/subscriptions.

Cancel at least 24 hours before renewal (or before the 3-day trial ends) to avoid the next charge. Deleting the app does not cancel the subscription. You keep Pro until the end of the period you paid for.

Can I get a refund?

Payments are handled by Apple and Google, so refunds are requested from them: reportaproblem.apple.com for the App Store and the Google Play refund help for Android. We cannot refund or see card details ourselves, but if you need help, write to us.

Restore purchases

New phone, reinstalled app, or Pro looks locked? Sign in with the same Apple ID or Google account that bought it, open Paperwell, go to the Pro screen and tap Restore purchases. You need an internet connection for this one step. If it still does not work, email us the time of purchase and the store receipt email (not your card details).

Your files

Where are my files?

Everything is stored privately inside the app on your device, in the Library. We never receive your files, so we cannot restore them.

Are they backed up?

No. For privacy, Paperwell keeps its files out of iCloud, Google and computer backups. Share or export (Save to Files, email, cloud drive of your choice) anything you want to keep safely elsewhere, especially before you change phones or delete the app.

How do I delete everything?

Open Settings in the app and choose Delete all my data. Uninstalling the app also removes its data.

Scanning and reading text

• Scan: good light and a dark, flat background give the cleanest pages. Hold the phone parallel to the paper.
• Text recognition works best on sharp, straight pages and Latin-script languages such as English, Romanian, Hungarian, German, French and Spanish. Handwriting is not reliably supported.
• Big files: PDFs up to 100 MB and photos up to 30 MB are supported; text recognition is limited to the first 50 pages of a PDF at a time.
• Signatures are images placed on the page and are not qualified electronic signatures. See the terms.

Privacy

Paperwell has no accounts, ads or tracking, and processes your documents on your device. Read the full privacy policy and the terms of use.