Support

Answers to the most common questions. The app is in Italian: the button names are given in Italian in quotes.

We usually reply within 2 working days. Please include your iPhone model, the app version (bottom of the app's Settings) and, for a product, its barcode.

Using the app

How do I scan a product?

Tap the scan button and point the camera at the barcode on the package. Hold the phone still at 10-20 cm, in good light. The result arrives in a few seconds.

The first time, the app asks for camera access. If you denied it, turn it on in iOS Settings > Tutora > Camera.

The product is not found. What can I do?

It is not in our database yet. You can add it with a photo of the back of the package: we read it and give you the score. We only assess dog and cat food: other products are not read.

How do I send a label photo?

After the scan, tap "Fotografa il retro" (or "L'etichetta è diversa?" if the product is there but has changed).
Frame the part with composition, analytical constituents and additives. The text must be sharp, without reflections.
If you like, add the front of the package too.
Send. The score usually arrives in a few seconds.

Before sending we remove the location and other hidden data from the photo. If the reading is uncertain you see a provisional score ("voto provvisorio"): we check it before showing it to others. More in the Privacy Policy.

How does the score work?

The score goes from 0 to 100 and looks at three things on the label: nutritional values, ingredients and additives, plus an organic bonus. Every point removed has an explanation in the app. Everything is explained in the app, under Profilo > Informazioni > Come calcoliamo il voto.

The score is not veterinary advice. For diets, allergies and diseases ask your veterinarian.

I found an error in a product

Labels change. Use "L'etichetta è diversa?" and send an updated photo, or write to us with the barcode and a photo.

How do recall alerts work?

We collect official recalls of dog and cat food and check them before publishing. You can get alerts only for your pets' products or for all recalls. Turn them on or off in Settings ("Impostazioni") > Recalls ("Richiami"). The official notice, linked in every recall, always prevails.

Subscription

How much is Premium?

In Italy: monthly €5.99 per month, annual €25.99 per year, both with a 3-day free trial; lifetime €49.99 with a one-time payment. The exact price in your country is the one shown by the App Store before you confirm.

How do I cancel the subscription?

Subscriptions are managed by Apple. On iPhone: iOS Settings > [your name] > Subscriptions > Tutora > Cancel Subscription. Do it at least 24 hours before the end of the period (or of the trial), otherwise it renews. Deleting the app does not cancel the subscription.

Apple guide: Cancel a subscription.

How do I ask for a refund?

Refunds are decided by Apple. Go to reportaproblem.apple.com, sign in with your Apple ID and choose the purchase.

I changed phone: how do I restore Premium?

Sign in with the Apple ID used for the purchase, open the app, go to Premium and tap "Ripristina acquisti" (Restore purchases). If it does not work, write to us.

Your data

How do I delete my data?

In the app: Settings ("Impostazioni") > "Elimina i miei dati" (Delete my data). We delete the anonymous account, scans, photos sent and preferences. Or write to support.tutora@gmail.com.

Deleting your data does not cancel the subscription: do that in your Apple ID settings.

Do I need an account?

No. The app creates an anonymous account on its own, without email or password. Your pet's profile stays on the phone.