Support
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Email us and we'll get back to you, usually within two business days.
Getting started
How does Nello sort my screenshots?
Nello reads the text in each screenshot with Apple's on-device text recognition, then uses clear rules (keywords, layouts, links, codes and app names) to place it in an album such as Chats, Work, Shopping, Travel or Money.
Are my screenshots uploaded anywhere?
No. Your screenshots and the text in them never leave your iPhone. Nello has no account and uses no cloud AI. Read the Privacy Policy for details.
Nello can't see my screenshots, or only some of them
Nello needs access to your photo library. Open Settings › Privacy & Security › Photos › Nello and choose Full Access.
If you prefer Limited Access, Nello only sees the photos you select. You can add more from Choose More Photos in Nello's settings.
A screenshot is in the wrong album
Open the screenshot and move it to the album you want. Nello remembers your manual moves, even when it sorts your library again.
To sort everything again from scratch, open Nello's settings and tap Re-sort All Screenshots. Turning on Accurate Text Recognition can also improve results, at the cost of slower scans.
New screenshots aren't showing up
Open Nello and give it a moment to pick up new screenshots. You can also tap Refresh Library in Nello's settings. If you use Limited Access, new screenshots need to be added to the selected photos first.
What happens when I delete screenshots in Nello?
iOS asks you to confirm every deletion. Deleted screenshots go to the Recently Deleted album in Photos, where you can recover them for a limited time.
Subscription and billing
How much does Nello Pro cost?
Nello Pro is $2.99 per month in the United States, or the equivalent in your local currency as shown on the App Store. It renews automatically until you cancel.
How do I cancel my subscription?
On your iPhone, open Settings › [your name] › Subscriptions › Nello and tap Cancel Subscription. You can also tap Manage Subscription in Nello's settings. Cancel at least 24 hours before the renewal date to avoid being charged for the next month. Deleting the app does not cancel the subscription.
I bought Nello Pro but the app doesn't recognize it
Make sure you're signed in to the App Store with the same Apple ID you used to subscribe, then tap Restore Purchases in Nello's settings or on the subscription screen.
How do I get a refund?
All purchases are processed by Apple, so refunds are handled by Apple too. Visit reportaproblem.apple.com, sign in, and choose the purchase you'd like a refund for.
Privacy and data
How do I delete my data?
Everything Nello creates (albums, recognized text, settings) is stored only on your iPhone. Deleting the app removes it all. Your screenshots stay in your photo library.
For any question about the limited usage analytics described in our Privacy Policy, email support@getnello.app.
How do I turn off analytics?
Open Nello's settings and turn off Share Usage Analytics. Nello then stops sending usage analytics, masked session replays and error reports. Your screenshots and their text are never part of them either way.
Does Nello work offline?
Yes. Sorting, text recognition and search all work without an internet connection. A connection is only needed for App Store purchases.