Support

Moo! Here's how to get the most out of Nellie — and how to reach a human.

Common questions

How many free scans do I get?

Three full scans per day (a multi-page menu counts as one scan). Live Lens, Server Cards and your history are always free. Nellie Unlimited removes the daily limit and unlocks Table Mode for more than two people, Trigger Detective insights and Pre-Flight.

I bought Nellie Unlimited but I'm seeing the free limit

Open Settings → Restore Purchases. Purchases from the original Nellia app carry over automatically to Nellie 2. If it still doesn't work, email us — no receipt needed.

Nellie missed a dish or got one wrong

Try a closer, well-lit photo with the page flat, or tap "Rescan page". Long menus read best one page at a time. Remember Nellie can be wrong — always confirm with your server, especially for severe allergies.

What do Clear, Ask first and Avoid mean?

• ✓ Clear no flagged ingredients: nothing on your list plausibly applies and cross-contact risk looks low. Still confirm with your server.
• ? Ask first there's a possible hidden ingredient or cross-contact — ask before ordering.
• ✕ Avoid the dish contains, or almost always contains, something on your list.

Does Nellie work offline?

Without a connection, Nellie gives quick estimates from its built-in ingredient list (clearly labeled), and your history and last Server Card are available.

How do I delete my data?

Everything personal lives on your device — delete scans or profiles in the app, or delete the app. To remove a shared link, email us the link. See the privacy policy for details.