MoleTrack AI by Crate

Support

MoleTrack AI questions answered. If you don't see your issue below, email support@crate-app.com and we'll respond within 48 hours.

Subscriptions and billing

How do I cancel my subscription?

You manage MoleTrack AI Pro and Studio Pro subscriptions in your App Store or Google Play account, not inside the app.

On iPhone or iPad: Open Settings → Tap your name at the top → Subscriptions → MoleTrack AI → Cancel Subscription.

On Android: Open Google Play → Tap your profile icon → Payments and subscriptions → Subscriptions → MoleTrack AI → Cancel subscription.

Cancellation takes effect at the end of your current billing period. You keep Pro access until then.

How do I get a refund?

Refunds are handled by Apple or Google, not by Crate directly. We do not receive your payment information.

On iPhone or iPad: Visit reportaproblem.apple.com, sign in with your Apple ID, find the MoleTrack AI purchase, and request a refund.

On Android: Open Google Play, go to Subscriptions, tap MoleTrack AI, then "Refund" if eligible. Otherwise visit play.google.com/refund.

My free trial converted unexpectedly. What can I do?

Free trials auto-convert to paid subscriptions at the end of the trial period unless you cancel at least 24 hours before that date. This is required by Apple and Google for trial offers.

If the trial converted and you'd like a refund, follow the refund steps above. Apple typically grants refund requests filed within the first day or two after conversion.

What's the difference between MoleTrack AI Pro and Studio Pro?

Studio Pro is the better deal if you use, or plan to use, more than one Crate app. If you only want MoleTrack AI, the single-app tier is fine.

I bought on iPhone but I'm using my iPad. Where's my Pro access?

Subscriptions follow your Apple ID, not your device. Open the app on the new device, go to Settings → Restore Purchases. MoleTrack AI checks RevenueCat and your anonymous Crate Studio user ID, then unlocks the appropriate tier.

If Restore Purchases doesn't work after a minute, force-quit and reopen the app. If it still doesn't work, email support@crate-app.com.

Mapping and scoring

How sensitive is the change detection?

MoleTrack AI flags changes greater than the noise floor of consumer phone photography — roughly equivalent to a clinically meaningful ABCDE shift. False positives happen (lighting, angle, image compression). When in doubt, see a dermatologist.

Should I rely on this instead of a doctor?

No. MoleTrack AI is a tool to help you NOTICE changes and bring them to a professional. It does not replace clinical examination, dermoscopy, or biopsy.

My doctor wants the photos. Can I export?

Yes. Tap any mole → Export → choose date range. MoleTrack AI generates a PDF with all photos, scores, and change notes, formatted for clinical review.

Privacy and data

How do I delete all my data?

Settings → Privacy → Delete all my data. This wipes every item, plan data, your notification preferences, and your anonymous user record. The action is immediate and not reversible.

For full detail see the Privacy Policy.

Where are my photos and data stored?

In our encrypted Supabase storage, tied to your anonymous Crate Studio user ID. Content never leaves storage except when sent through our proxy to Anthropic's Claude API for analysis, and Anthropic does not retain it or train on it.

We do not share data with third parties, do not use it for marketing, and do not have human reviewers looking at it.

Is MoleTrack AI HIPAA / GDPR compliant?

HIPAA does not apply because we do not collect protected health information as HIPAA defines it (no name, no date of birth, no medical record linkage).

For GDPR, you have the right to access, correct, or delete your data. Use Settings → Privacy → Delete all my data, or email privacy@crate-app.com for a portable data export.

Account and login

I don't see a login screen. How do I keep my data across devices?

MoleTrack AI uses anonymous accounts. To carry data across devices we use your Crate Studio user ID, created automatically the first time you launch any Crate app and synced through your Apple ID (iCloud Keychain). If you sign into the same Apple ID on a second device, Crate recognizes you and pulls your MoleTrack AI history.

We do not currently offer email-and-password login. If you want explicit account sync without Apple ID, email support@crate-app.com.

I switched phones and my history is missing.

Open the app on the new phone, complete onboarding, then go to Settings → Restore. Crate attempts to recover your previous user ID via iCloud Keychain.

If you switched from iOS to Android or your Keychain was reset, the history did not transfer. Email support@crate-app.com with the approximate date of your last activity and we can attempt manual recovery.

Notifications

How do I turn off all notifications?

iOS: Settings → Notifications → MoleTrack AI → Allow Notifications off.

Android: Settings → Apps → MoleTrack AI → Notifications → All notifications off.

You can also disable individual categories in-app at Settings → Notifications.

Why am I getting notifications I didn't ask for?

You shouldn't be. Every notification MoleTrack AI sends matches a preference you can toggle in Settings → Notifications. If you see a notification that doesn't fit any opted-in category, email support@crate-app.com with a screenshot.

Languages

Which languages does MoleTrack AI support?

MoleTrack AI ships in 12 languages: English, Spanish, French, German, Italian, Portuguese (Brazil), Dutch, Japanese, Korean, Simplified Chinese, Traditional Chinese, and Arabic.

Change the language at Settings → Language. The app re-renders in the new language immediately and AI insights generate in your selected language going forward.

Contact

How do I get help?

Email support@crate-app.com for anything not covered above. We respond within 48 hours, usually faster.

For privacy questions or data deletion requests, use privacy@crate-app.com so the request lands in the right inbox.

MoleTrack AI is published by Crate, operated by Jem de Jager (sole proprietor) in Amsterdam.