Support
Last updated 7 September 2026
Email [email protected] and you'll get a reply from someone who works on the app, usually within two working days.
It helps if you say what device you're on, what you tapped, and what happened instead. A screenshot helps more.
Deleting your account
You can delete your account and everything in it yourself, from inside the app.
- Open Virtual Binder and go to the Account tab.
- Scroll to the bottom and tap Delete account.
- Type DELETE to confirm.
If you can't get into the app, email [email protected] from the address on the account and we'll delete it for you within 30 days.
It's immediate and permanent. Your binder, every photo you've taken, your notes and prices, your sign-in details and any unused credits are all removed. There's no grace period and no copy kept, so we can't restore an account after the fact.
Cancel Pro first if you have it. Subscriptions live with Apple, not with us, so deleting your account does not stop one renewing. See below.
Subscriptions and credits
Cancelling Pro
On your iPhone: Settings → your name → Subscriptions → Virtual Binder → Cancel Subscription. Cancelling stops the next charge and you keep Pro until the period you've already paid for runs out.
We can't cancel it for you — Apple doesn't give developers that ability — and deleting the app on its own doesn't cancel anything.
A purchase didn't arrive
Open the app and tap Restore purchases on the store screen. That re-checks with Apple and is the fix for most cases, including a new phone. If it doesn't work, email us with the date and rough time of the purchase.
Refunds
Apple handles all payments, so refunds are theirs to give: reportaproblem.apple.com. Tell us as well if something went wrong on our side.
Where did my credits go?
Credits included with Pro are a monthly allowance and reset each period; credits you bought outright don't expire. If the numbers don't look right, email us and we'll go through the ledger with you.
When a card is recognised wrongly
Recognition is a prediction, and holographic cards, heavy glare and Japanese printings are the hardest cases. On the Which card? screen you can:
- tap a different candidate to choose it instead;
- tap the ⓘ beside one to see its details before deciding;
- search the catalogue by name or card code if the right printing isn't listed;
- add the card by hand if it isn't in the catalogue at all — your photo is saved either way.
Corrections help: we keep an anonymous record of which suggestion was overruled, with no photo and nothing identifying, and it tells us where recognition is weak.
If a card is missing from the catalogue entirely, email us the game, set and card number and we'll look at seeding it.
Prices that look wrong
Prices come from third-party sources and are a rough guide, not a valuation — see the Terms. But badly wrong is usually a real bug on our side, and we'd like to know.
Email the card name, the set, the card number and what you'd expect.
Trouble signing in
The code from the email doesn't work
Codes are single-use and expire quickly. Request a fresh one rather than re-entering an old one, and open the email on the same phone you're signing in on. Type the whole code — they're longer than six digits.
Sign in with Apple and "Hide My Email"
If you first signed up with an email address and later use Sign in with Apple with Hide My Email, Apple gives us a relay address that doesn't match anything — so you'll get a new, empty account rather than your existing one. To land back in your original binder, sign in the way you did the first time.
Forgotten password
Tap Forgot password on the sign-in screen. If you only ever signed in with Apple, you don't have a password — use the Apple button.
Asking for your data
Email [email protected] from the address on your account to see what we hold, correct it, get a portable copy, or have it deleted. We'll answer within 30 days, it's free, and asking costs you nothing else. The Privacy Policy sets out the full list of rights.
Reporting a security problem
Please report it privately rather than publicly, and we'll work with you on it. Details are at /.well-known/security.txt. We won't pursue anyone acting in good faith.