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How can we help?

Check the common questions below. If they don't solve it, send us an email and we'll sort it out together.

Write an email

Include your iPhone model, iOS version and app version (at the top of the About screen) so we can help faster. We reply within 10 business days, usually much sooner.

Common questions

How do I change or cancel my subscription?

Shotori Pass is billed and managed through your Apple Account, so you can change or cancel it right on your iPhone.

  1. Open Settings › [your name] › Subscriptions.
  2. Choose Shotori Pass, then tap Cancel Subscription or pick another plan.

In the app, Manage subscription at the bottom of the Shotori Pass screen opens the same page. You can also go to the App Store app › your profile picture › Subscriptions.

A subscription renews automatically unless you cancel at least 24 hours before the current period ends. The same goes for the 7-day free trial on the yearly plan: cancel at least 24 hours before it ends and you won't be charged. Deleting the app doesn't cancel your subscription.

My purchase is missing on my new iPhone
  1. Make sure you're signed in with the Apple Account you used to buy.
  2. Tap any locked lesson to open the Shotori Pass screen, then tap Restore at the top right.
  3. The locks open after a moment. If they don't, fully close the app and open it again.

Packs unlocked during the Shotori web beta stay in that browser and can't move to the app. Shotori has no accounts, so there's no way to move progress between devices.

How do I get a refund?

Apple handles refunds for App Store purchases. Request one at reportaproblem.apple.com. You can see your purchases in Settings › [your name] › Media & Purchases › View Account › Purchase History.

How do I delete a photo I scored?
  1. On the home screen, tap the photo under Your photos. To see every photo, tap See all.
  2. Tap Delete and confirm. To delete several at once, tap Select in See all, pick the photos (or Select all), then tap Delete.

The photo, its score and its album copy are removed from Shotori on this phone. Copies you saved to your Photos app or shared stay where they are. Your streak and the badges you've earned stay too.

How do I remove ads?

The free iPhone app shows a small ad at the bottom of photo results, and sometimes a full-screen ad when you close a report. Tap Remove ads under a photo report, or in About on the home screen: the weekly Ad-free plan removes them, and Shotori Pass removes them too along with everything else it unlocks. Ads disappear as soon as the purchase or restore goes through. The web version has no ads.

How do I delete my data?

Shotori has no accounts. Your photos, scores and course progress live only on your device.

  1. Tap About at the bottom of the start screen.
  2. Tap Erase data and confirm. Your album, scored photos, missions and course progress, nickname, paywall history and statistics choice are erased right away and can't be recovered. Your Shotori Pass status stays, because the app re-checks it with the App Store.
  3. Deleting the app also erases everything on your device. On the web, clear this site's data in your browser settings.

Anonymous usage stats are sent only if you chose Send on first launch, and they're deleted after 14 days. Our server log may record your IP address, but it's never linked to the stats and is deleted after 14 days too. You can turn stats off anytime in About › Anonymous usage stats. To delete emails you've sent us, or purchase records kept by our payment-verification provider, just email us.

Read the full Privacy Policy.

The camera won't turn on

Turn on Settings › Shotori › Camera. You can also practice without the camera in the built-in 3D sets.

The camera feed is used only on your device to find the floor and match the lighting. It's never recorded or sent anywhere. If the app can't find the floor, move to a brighter spot and slowly pan your phone left and right.

AR says I need more space

A full-body portrait needs about 10 ft (3 m) between you and the character, just like a real photo. In a small room, try the tabletop lessons (latte, bibimbap) or a pet, which need much less space. Or switch to the 3D sets, which work anywhere.

How does scoring work?

Each shot is scored out of 100 on seven things: eye level, angle, distance (subject size), light direction, background overlap, a level horizon and the rule of thirds. Food, architecture and landscape courses use rules made for those scenes. The same framing always gets the same score.

Tap Pro shot on your result to compare your photo with the same scene shot from the best spot.

A challenge or test link won't open

The link may have been cut off by your messaging app. Scan the QR code on the card with your camera to open the same scene. A link only holds the scene, the score and the nickname the sender chose, never a photo.

The Designated Photographer Test has three scenes (people, food, scenery). Score 240 in total (an 80 average) to pass. Send your result card back to whoever challenged you so they can see it too.

Challenge links don't unlock PRO lessons. PRO scenes need Shotori Pass. Without it, you can take on the free lessons from the same course.

Which devices are supported?

Any iPhone running the iOS version listed on the App Store page. AR works best on iPhones that support ARKit. The web version runs in current Safari and Chrome.