Support
We’re a small team and we read every message.
Email support
Please include your phone model, iOS or Android version and the Nesora version (Settings › About). A screenshot of the problem helps — but please don’t send private family photos unless needed.
Troubleshooting
Nesora doesn’t see my photos, or only some of them
Nesora can only read the photos you allow.
- iPhone: Settings › Nesora › Photos — choose Full Access, or Limited Access and select photos.
- Android: Settings › Apps › Nesora › Permissions › Photos and videos — choose Allow all, or Allow limited access.
Then return to Nesora; you can also use Rescan library in Settings.
I chose “limited access” / selected photos
With limited access, Nesora only sees the photos you picked — that’s by design. To add more, change the selection in your phone’s settings (or when the system asks), then rescan. You can switch to full access at any time.
Scanning is slow or seems to stop
The first scan of a large library can take a while, because all analysis happens on your phone. Nesora continues in the background when the system allows it, especially while charging. On some Android phones, battery optimisation can pause background work — allowing Nesora to run in the background helps.
Faces aren’t grouped, or the wrong faces are grouped together
- Confirm the suggested groups and name 2–3 core people first; Nesora learns from each confirmation.
- In a profile, tap a wrong face and choose Not this person.
- If someone appears in two groups, add the second group to the existing profile.
- Babies, side profiles, sunglasses, blurry, dark or very old scanned photos are harder to recognise.
- Statues, posters and cartoon faces are filtered out on purpose — and occasionally a real face may be filtered too.
Ages or dates look wrong
Ages need a date of birth in the person’s profile. Photos are dated from their metadata; scanned or forwarded photos may carry the scan date instead — set the right date on the photo (or, with Pro, shift a whole batch). Your original files are never modified.
Which languages can text search (OCR) read?
Text in screenshots and documents is read on your device, so the languages depend on your platform:
- iPhone (Apple Vision): the languages supported by your iOS version — around 30 on recent iOS, including English, Vietnamese, Chinese, Japanese, Korean, Thai, Arabic and Russian.
- Android (Google ML Kit): Latin-script languages (such as English, Vietnamese, French, Spanish, Indonesian) plus Chinese, Japanese, Korean and Devanagari (Hindi, Marathi, Nepali). Other scripts, such as Thai, Arabic or Cyrillic, are not recognised on Android at the moment.
Search ignores accents, so “ha noi” finds “Hà Nội”.
I can’t add more than two people
The free version includes up to two people profiles. Nesora Pro removes the limit.
Restore Pro on a new phone or after reinstalling
Sign in to the same App Store or Google Play account, open Nesora › Settings › Pro, and tap Restore previous purchases. Subscriptions are managed — and cancelled — in your App Store or Google Play account.
App lock won’t let me in
If Face ID or fingerprint is temporarily locked after too many attempts, unlock your phone with its passcode first, then open Nesora again. App lock requires a screen passcode to be set on the device.
The document scanner doesn’t open (Android)
On Android the scanner is provided by Google Play services and may need to download its module the first time — make sure you are online and Google Play services is up to date. On iPhone, the scanner is part of iOS.