Additive-Free Lifestyle App Troubleshooting

There are a few things to check first based on others who have had this same issue:

1. Are your log in details correct? Make sure you are trying to log in using the exact same log in details you set up the account with.
2. Completely close down the app (ensuring it’s not even running in the background) before re-opening it and trying to log in again.
3. Ensure the app isn’t running on any other device if a single subscription, or ensure it is not running on more than 5 devices for family subscriptions.
4. Uninstall and reinstall the app, log back in, and try again.

If you have tried all this and it’s still not working, email us at info@additivefreelifestyle.com so that we can reset it for you.  Please ensure that you have completely closed down the app (ie. not running in the background) before you email us.

If you have purchased the app in error or you want to try and get a refund for the app, this must be done through your relevant app service provider ie. Apple or Google Play.  Use the following links for how to get a refund:

Apple Users: https://reportaproblem.apple.com/
Adroid Users: https://support.google.com/googleplay/workflow/9813244?hl=en

We can easily fix this, please email us at info@additivefreelifestyle.com so that we can reset the app for you.  Prior to emailing us can you please make sure you are completely logged out of the app, and the app is fully closed down, ensuring that the app is not running in the background.

At this stage, the app is suitable for Australia and New Zealand. However, we are currently working hard to get the app ready for the worldwide market. Stay tuned.

To set up family sharing for the family subscription, follow the links below for all the details:

Apple: https://support.apple.com/en-au/HT201088
Android: https://support.google.com/googleplay/answer/7007852?hl=en

We have created a handy little video showing you all around the app and how to use it, including our most received question… ‘How do I use the scanner?’

So click HERE to check it out.

Please click here.

We’re sorry to see you go!  Can you email us at info@additivefreelifestyle.com with your feedback so we can improve?

To cancel simply go to the subscriptions area on your phone and cancel.  You will have access to the app until your subscription ends.

(If you paid for a month you’ll have access for a month.  If you paid for a year, you’ll have access for a year.)

You can only do this once your 12-month subscription has ended.  You will need to cancel your yearly subscription and re-subscribe with a monthly membership.

You sure can!

Simply cancel your family subscription in either the Google or Apple store (depending on what device you use).

Once the subscription expires you can re-purchase the app with a single subscription.

If you are on a yearly subscription you will need to either wait until it expires (at the end of the 12 months from date of purchase) or start another purchase of the single option on another device.

We cannot cancel a subscription and offer a refund mid-term.

You sure can!

Simply cancel your single subscription in either the Google or Apple store (depending on what device you use).

Once the subscription expires you can re-purchase the app with a family subscription.

If you are on a single yearly subscription you will need to either wait until it expires (at the end of the 12 months from date of purchase) or start another purchase of the family option on another device.

We cannot cancel a subscription and offer a refund mid-term.

You sure can!

Simply cancel your monthly subscription in either the Google or Apple store (depending on what device you use).

Once the month expires you can re-purchase the app with a yearly subscription.

At this stage we don’t have the system to add up ingredients when their metrics are different.

All the grams will add up, all tablespoons will add up, all cups will add up and so on.  The ingredients are listed in alphabetical order to easily add the metrics up manually.

We are definitely going to upgrade the shopping list in future versions.

To edit the ‘date range’ click on the calendar icon or the date.

If it’s stll not working once you try this please email info@additivefreelifestyle.com

• Make sure you are in optimal lighting free from direct light shine or reflections.
• The scanner is good, but it cannot see around strong corners or curves (ie. a bottle).  You may need to manually add the additive into the search bar to check its rating.
• This app is designed for the English language.
• This app is designed to pick up Australian and New Zealand food additives.
• If you are scanning an ingredient label that lists percentages eg. cacao 16.0% the app may pick this up as additive 160. We are working with our app developers to fix this.
• If the app detects different additives in multiple scans, please ensure the label can be read in good lighting, free from any corners, bends or crinkles on the packet.