How can we help?

Supported collection records and entry photos are stored on your iPhone and synced to your private Collectra account using Firebase. Personal journal pages and their artwork are currently device-only and are not restored by account sign-in. Wait for sync to finish, and keep an appropriate device backup before removing the app.

Local changes remain on your device while sync needs a connection. If sync reports a problem, keep the app’s data and use Retry. Do not uninstall the app to troubleshoot unsynced changes; signing out is not a backup.

Open Profile settings and choose permanent account deletion. A recent sign-in may be required. This removes the account’s cloud data and clears its local collection and journal on the device completing deletion. Follow any retry instructions if interrupted, or contact support@collectra.uk. Signing out alone does not delete the account.

Use the password-reset option on the sign-in screen with your account email address. Check your spam folder for the reset email. Support will never ask you to send your password or authentication codes.

Camera access lets you scan a retail barcode so Collectra can identify a supported product. You can change camera permission at any time in iPhone Settings.

Location is optional. When allowed, Collectra uses it to add the country to a new entry or passport stamp. If location is unavailable, you can choose a country manually.

Yes. Open the collected product to edit its entry details. You can also undo an accidental collection or remove the entry from your collection.

Search the Vault and choose the product manually. Some barcodes vary by country or can size and may not yet exist in the public lookup database.

Email support@collectra.uk with the iPhone model, iOS version and a short description. A screenshot is helpful, but please remove anything private before sending it.