Support

Why did my scan return the wrong product?

Product databases and package formulas change. Check that the barcode matches the physical package, then try a close, well-lit photo of the ingredient label. Always rely on the current package label for an allergy or medical decision.

How do free scan limits work?

The current free allowance is up to five barcode scans per UTC day. Photo scans have a stricter one-per-day gate and share the daily scan counter, so a photo scan may be unavailable after another scan. The app's limit message is the source of truth if the allowance changes. Grocery Haul is not counted as a single-product scan today.

Why couldn't Libby finish my photo scan?

Photo analysis needs an internet connection and a readable image. Fill the frame with the ingredient panel, avoid glare, keep the text sharp, and retry with fewer products. Libby may return an error when cloud processing is unavailable rather than guess.

What works offline?

The app includes a local barcode catalog and caches recent results, so some barcode lookups can work without a connection. New photo analysis, Grocery Haul, scientific-evidence refreshes, and uncached server lookups require internet. Do not rely on an offline result if the physical label has changed.

How do I cancel my subscription?

If a Libby subscription is active, open iPhone Settings → your name → Subscriptions → choose the subscription → Cancel Subscription. Apple controls billing and shows the effective end date. Some builds or regions may not currently offer a purchase.

How do I request a refund?

All purchases go through Apple. Request a refund at reportaproblem.apple.com. Select the Libby purchase and follow the steps. Refunds are at Apple's discretion.

Where do ingredient scores come from?

Product identity and label data can come from Libby's catalog, Open Food Facts, USDA FoodData Central, or another identified product source. Ingredient evidence is built from scientific literature and research indexes such as Semantic Scholar and OpenAlex. Libby combines those inputs into its own score; it is not medical advice. See Data Sources & Attribution.

How do I clear history or delete my data?

Clear scan history removes the recent-history list from that device. Delete account requests deletion of the current device's server profile, scan logs, subscription, and device record, then clears Libby-owned local data. Shared catalog photos and provider records may need manual review; email support for those or for a signed-in account spanning devices.

Grocery Haul isn't detecting all my products — why?

Grocery Haul uploads the selected photo for cloud vision analysis; it is not guaranteed to run on-device. Coverage depends on lighting, overlap, label visibility, provider availability, and catalog coverage. Spread products apart, face labels toward the camera, use even lighting, and review every detected item before relying on the summary.

Does Libby keep food photos?

Ordinary single-product and Grocery Haul photos are processed transiently and are not saved by Libby after the response in the release configuration. They do not automatically become catalog images. A product photo is retained and shared only when you intentionally submit it through the separate contribution flow. Processing providers may keep technical records under their own policies. Do not include people or personal documents in food photos.

Is Libby available on Android?

Not yet. iOS only for now. Android is on the roadmap.