Support

Email us at zitaystudios@gmail.com. We reply promptly.

Frequently asked questions

The look doesn't look like me

Use a front-facing photo in good, even light, such as facing a window. Look straight at the camera, keep your face fully in the frame, and don't wear sunglasses. Head coverings are fine, because we only need your face.

The app says my photo is too dark, blurry, or has no face or two faces

Move closer to a light source, hold the phone steady, and take the photo on your own.

My look didn't finish

Check your internet connection and tap Try again. A failed try doesn't count: if a look fails or is blocked by a safety filter, it doesn't count toward your daily looks, and the app tells you the try didn't count.

How much does it cost?

Lookstep is an auto-renewing subscription, monthly or yearly, bought in the app through Apple. In the US it costs $7.99 a month or $39.99 a year. In other countries the App Store sets the local price, and the app shows it before you subscribe. A subscription lets you create new looks up to a daily limit and a 30-day limit, with a lower limit during the free trial. The app shows the limits before you subscribe.

How does the free trial work?

New subscribers get 3 days free, once per Apple ID. When the trial ends, the plan you chose starts and your Apple ID is charged, unless you cancel at least 24 hours before the trial ends. If you cancel during the trial, you won't be charged, and the trial may end right away.

How do I cancel?

Subscriptions are managed by Apple, so you cancel in your Apple ID settings: on your iPhone, open Settings, tap your name, then Subscriptions > Lookstep > Cancel Subscription. You can also get there from the app, under Settings > Subscription > Manage Subscription. Cancel at least 24 hours before the end of the current period, or the subscription renews for another period. After you cancel, you can keep using Lookstep until the end of the period you've paid for. Deleting the app doesn't cancel your subscription.

Is there a Restore button?

Yes. Tap "Restore Purchases" on the subscription screen, or in the app under Settings > Subscription. Your subscription is linked to your Apple ID, so it comes back on any iPhone signed in to the App Store with the same Apple ID.

How do I get a refund?

Apple handles all App Store payments and refunds. Request a refund at reportaproblem.apple.com. A refund request may not stop future renewals, so cancel your subscription too if you want to stop paying. If a look fails, it doesn't count toward your daily looks. If you're unhappy with a result, email us.

Who can use Lookstep?

Adults 18 and over only. Lookstep is available for iPhone only.

Where are my looks?

Your looks are in My Looks, on your phone. We don't store finished looks on our server: each look goes straight to your phone and is deleted from our server once it's delivered, so we can't restore looks later. If you delete the app, your looks are deleted too.

I got a new iPhone. How do I keep my subscription?

Install Lookstep on your new iPhone, make sure you're signed in to the App Store with the same Apple ID, and tap "Restore Purchases". If your subscription still doesn't show as active, email us the Order ID from your Apple receipt email (you can also find it at reportaproblem.apple.com) and the Support ID shown in the app under Settings > Support (it starts with LS-). Looks saved in My Looks stay on your old iPhone. A subscription works on one iPhone at a time: the one where you restored it most recently.

How do I delete my photos?

Open Settings in the app and tap "Delete my photos". This deletes the looks on your phone and any copy on our server. It doesn't cancel your subscription. For more, see Delete my data.

Camera access is off

Go to Settings, then Lookstep, then turn on Camera. Or choose a photo from your library instead.

When you email us, include your iPhone model and iOS version. Please don't send your photo unless we ask for it.