CONTACT

Contact LensUp

Email write@lensup.ai. One address handles everything below; there is no ticket system to navigate and no account required to reach us.

LensUp is maintained by a small team at Springtide Labs LLC. We read every message. We aim to reply to reports that affect file handling, output correctness or user safety within two working days, and to everything else within a week.

Before you write: do not send us your documents

Please do not attach identity cards, passports, passport photographs, bank statements, medical forms or any other sensitive file. We cannot diagnose a problem faster by holding your personal document, and we do not want a copy of it in an inbox. A cropped screenshot with the personal parts removed, or a photograph of any unrelated piece of paper that reproduces the same problem, is more useful and carries no risk. If we ever need something we do not have, we will ask — and we will never ask for the original document.

Reporting a problem with a tool

The fastest reports contain five things:

• The page URL. LensUp has pages in twenty languages and several tools share one engine, so the exact URL tells us which configuration you were using.
• Device and browser, with versions. “iPhone 13, Safari 18” is enough. Almost all processing runs on your device, so behaviour genuinely differs between browsers.
• What you expected and what happened instead. These are different sentences and we need both.
• The input, described. How many pages, roughly what size, photo or existing PDF, portrait or landscape.
• Whether it repeats. A problem that happens every time and one that happened once have different causes.

If the browser showed an error, the wording of it helps. If the page appeared to freeze, tell us at which step — importing, editing corners, or exporting.

Privacy questions and data requests

Use the same address for anything covered by our Privacy Policy: what a cookie does, how to withdraw consent, what an advertising vendor receives, or a request to exercise a right under the GDPR, the UK GDPR or a US state privacy law. Say which right you are exercising so we can handle it correctly. Note that your documents are processed on your device and never uploaded, so there is no stored copy of a scan for us to produce or delete.

You can change your cookie choices yourself at any time using the Cookie settings control in the footer of every page.

Corrections to a published requirement

Several LensUp pages state an official upload requirement — a file size limit, a pixel dimension, a photo specification — and cite the authority that published it, with the date we checked. Those rules change between recruitment cycles and policy revisions. If you find one that no longer matches the current official notice, tell us which page and link the notice that supersedes it. We correct the page and update its modified date. This is the report type we most want to receive, because a stale requirement stated confidently is worse than no page at all.

Translations

If a translation is awkward, or worse, describes a capability the tool does not have, please say which language and which sentence. We treat a translation that overstates the product as a factual error, not a style issue, and fix the text rather than the claim.

What we do not do

We do not accept paid placement, sponsored links or paid inclusion on any LensUp page. We do not buy or sell links. We do not offer to process your documents for you as a service. Requests of that kind will not receive a reply.