Support
Questions about Lotly, your alerts or your subscription? Email us.
Please include your Lotly app version (shown in Profile), your iOS version and a short description of what happened. Screenshots are optional; if you send one, remove any private information first.
We will never ask for a password, your full payment details or unrelated medical information.
Common questions
How do I change what Lotly watches for?
Go to Profile → Personalization to change your states, allergens and stores.
How do I turn recall alerts on or off?
Go to Profile → Notifications.
iPhone notification permission is managed separately, in Settings → Notifications → Lotly.
How do I restore my subscription?
On the subscription screen, tap Restore Purchases. Make sure you are signed in with the same Apple Account you used to subscribe.
How do I cancel or manage my subscription?
Subscriptions are managed by Apple. Open Settings → your name → Subscriptions → Lotly.
Deleting the app or resetting it does not cancel an Apple subscription. Refunds are handled by Apple.
What happens if my subscription ends?
Lotly shows only the subscription screen until you subscribe again or restore a purchase. From the subscription screen you can still open Privacy & Data Controls to see, export or delete your data, get a request code, or stop using your allergens for alerts.
If you turned on recall alerts, Lotly stops sending them when your subscription ends, and within a few hours of a refund or of the subscription moving to another device. They start again if you renew or restore your purchase. Alerts about recalls announced while your subscription had ended aren’t sent later.
How do I delete my data?
Go to Profile → Privacy & Data Controls → Reset app and delete my data.
Lotly asks you to confirm before anything is deleted. The reset first asks our server to delete everything it keeps for this installation of the app: your personalization choices and allergen consent, your alert registration and alert delivery records, the date you last opened the app, and any privacy request codes. Once the server confirms, the app clears your choices, allergen consent, alert setting, saved recalls and setup progress from your iPhone, and Lotly starts again from the beginning. It needs an internet connection. If our server can’t be reached, nothing is changed and you can try again.
Your subscription stays active after a reset, so you don’t need to buy it again. If Lotly doesn’t recognize it, tap Restore Purchases. The reset does not cancel your subscription, and it does not remove purchase and subscription records kept by Apple and by our subscription provider.
Deleting the app does not delete anything on our server, so use the reset first.
How do I see what Lotly’s server holds about me?
Go to Profile → Privacy & Data Controls → Show what Lotly’s server holds. To keep a copy, tap Share as file.
Can I ask for my data or its deletion by email?
Yes. Go to Profile → Privacy & Data Controls → Get a request code, choose Email me a copy of my data or Delete my data, and tap Create code. Then tap Email the code, or send the code yourself to lotlysupport@gmail.com.
The code lets us find your installation’s records without an account. Each code works once and expires after 14 days.
How do I stop Lotly using my allergens for alerts?
Go to Profile → Privacy & Data Controls → Allergens and alerts and tap Stop using allergens for alerts. Your consent is withdrawn right away and your allergens are removed from our server, so alerts no longer use them. If you’re offline, the removal finishes when your iPhone is back online.
Your allergens stay in your choices on your iPhone, where Lotly still uses them to show recalls that affect you.
Something about a recall looks wrong
Email us with the product name and a link to the official notice, if you have one. Please leave out private medical details.
Recall information can change. Always check the official notice from the issuing agency.
Do I need an account?
No. Lotly has no account sign-in, so there is no password to reset or account to recover.