PharmaSNAP AI · Last updated 16 October 2026
This page is for help with the app, not for medical help. In an emergency call 000. For a poisoning or an overdose call the Poisons Information Centre on 13 11 26. For a question about your own medicines, ask a pharmacist or a doctor.
Email support@lordly.com.au. Tell us what you were doing, what you expected, and what happened instead. Which iPhone you have helps too. Please do not email photographs of prescriptions or test results unless we ask for them.
For a privacy question, or to ask what we hold about you, email privacy@lordly.com.au. The privacy policy lists what the app collects and which companies receive it.
The app needs an account. You can use Sign in with Apple, or an email address and a password.
Tap Saved chats on Home to search conversation titles, reopen your earlier questions and answers, continue a conversation or delete it. Reading saved text does not request a new AI answer. An internet connection and the same account are required. If a save fails, use the retry action before leaving the conversation. Chats from older versions that were never saved cannot be recovered.
Chat history excludes original photos, documents, video and recordings. It keeps your questions, the answers, their sources and the reading they were about: the text the app read from your photo or document and the lines it quoted. You may need to attach a photo again for a new visual question. Saved chats do not mean every previous question will always be answered again without credits.
Video capture and video imports are no longer available in the current app. Take a clear photo of each medicine pack instead. You can gather photos one at a time, then press Scan to read them together. Use Snap another photo beside the conversation to add a photo and continue the same chat.
For a short question without an image, use the microphone on Home. Voice recognition and new answers require a connection.
If a question appears correctly as text but the answer fails, that is not necessarily a microphone problem. Keep the question and try again when service is available. Include the build number and the error text when contacting support, without sending private health details.
Settings shows your remaining credits and refresh date. Photos, questions and cloud voice share the allowance. Documents and fresh AI pharmacy research use the same credits. Complex requests can require more credits than remain. Free has 0 fresh AI credits. Basic medicine information, reminders, saved conversations and eligible stored-answer text remain free.
An active 3-day trial includes 50 credits once. Monthly and annual Plus plans include 150 credits each calendar month. Legacy weekly subscriptions include 150 credits each calendar week starting Monday; weekly is not offered as a new plan. Monthly and weekly refreshes occur at midnight UTC. Unused credits do not roll over. Trial credits expire when the trial ends. Saved answers remain readable when new AI work is paused. Credits are not a fixed number of scans or questions.
The terms explain current limits and service-wide caps.
In the app, go to Profile, tap Delete my account, read the warning, then choose to delete it. This permanently deletes your sign-in, your saved medicines, your dose records, everything in My health, saved chats and the photographs you kept. It cannot be undone. The privacy policy says exactly what is removed and what is not.
Deleting your account does not cancel a subscription. Cancel it first, using the steps below, or Apple keeps charging you.
If you cannot get into the app, email privacy@lordly.com.au from the address on the account and ask us to delete it.
Subscriptions are bought through the App Store, so Apple manages them. We cannot cancel one for you.
You can also get there from the app. Go to Profile and tap Manage subscription. It opens your subscriptions in the App Store, where you tap PharmaSNAP AI, then Cancel Subscription.
Cancelling takes effect at the end of the period you have already paid for. Refunds are decided by Apple: ask at reportaproblem.apple.com.
If you bought a subscription and the app does not show it, open Profile > Plans & restore purchases, then tap Restore purchases. You do not need to use up your free allowance first.
PharmaSNAP AI is information, not medical advice, and it does not replace your pharmacist or doctor. The terms of use list what it does and what it will not do.