Contact & support
We’re here to help
Most questions are answered in the app’s Help centre. If not, a person on our team will reply.
Fastest
In-app Help centre
Open Account → Help centre in the app and search for a word or two, such as “trial”, “allergens” or “export”. Guides cover scanning, missing products, your account and subscriptions.
Best for app problems
Contact us from the app
Every Help centre article ends with a way to contact us. Messages sent from the app include your app version and device type, which helps us fix problems faster, and you’ll get a reference number starting with NTV.
What to expect
- A real reply. Every message is read by a person on our team, and we answer in the order messages arrive, on UK working days.
- Longer investigations. If something needs more time, for example checking a product with its manufacturer’s label, we’ll tell you and follow up.
- Help us help you. Ask one question per message, include the barcode if it’s about a product, and keep your NTV reference if you have one.
- Subscriptions and refunds. Payments go through the App Store or Google Play, so refunds are handled by the store. We’re happy to explain how.
- Your data. You can export or delete your data yourself from Account → Privacy in the app. See our privacy policy for details.