Support
Need help with the Xensorio app? Here's how to reach us, and answers to common questions.
If your pet seems unwell, contact a veterinarian directly. Don't wait for a reply from us or for the next test.
Contact us
| Channel | Best for |
|---|---|
| In the app: Me → Contact support | Questions about your account, tests or the app, while you're signed in |
| Email: service@xensorio.com | Anything, including when you can't sign in, privacy requests and account deletion |
| The contact form on this website | General questions about Xensorio and its products |
We reply by email, usually within 1–2 business days.
To help us help you, tell us the email address on your account, your phone model, the app version (shown at the bottom of the Me tab) and what happened. Never send us your sign-in code. We will never ask for it, or for a password: Xensorio doesn't use passwords.
Contact support in the app
- Go to Me → Contact support.
- Add a short Subject (up to 120 characters) and a Message (up to 4,000 characters): what happened, and what you expected to happen.
- Tap Send.
You'll see a ticket number, such as T-1234. We reply by email to the address on your account, so there's no need to send the message again. Your requests and their status ("Waiting for a reply", "Answered by email" or "Closed") are listed under Your messages on the same page.
You can send up to 5 messages an hour. Messages can't include attachments; if you need to send a screenshot, email it to service@xensorio.com and include your ticket number.
Signing in
My sign-in code didn't arrive. Check your spam or junk folder and make sure the email address is spelled correctly. You can ask for a new code after 30 seconds, up to 5 times an hour. If you use Sign in with Apple with "Hide My Email", our emails go to the relay address Apple created and Apple forwards them to you.
My code doesn't work. Codes have 6 digits and expire after 10 minutes. Asking for a new code cancels the earlier ones, so use the code in the most recent email. After 5 wrong tries, ask for a new code.
Which sign-in options are there? A one-time code sent to your email, Google, and, on iPhone, Sign in with Apple. If you use Apple or Google with the same email address as your existing account, and Apple or Google has verified that address, you sign in to the same account.
My account has been suspended. The app shows a screen explaining the suspension, with a form to appeal and the date until which you can appeal. Appeals are reviewed by someone who wasn't part of the decision.
Test results
What do the levels mean? Each item is shown as Within reference range, Keep track or Discuss with your vet. Results and explanations in the app are not a diagnosis. The levels are only a prompt to pay attention or to arrange a check with a veterinarian.
Can you tell me what my pet's result means? We can help with how the app works and how a photo was read, but we can't give veterinary advice. Please discuss any health concern with a veterinarian. In the app you can export a PDF of your pet's results to bring to the clinic.
The app asked me to retake the photo. Before reading a strip, the app checks the photo. If it is blurry, too dark or the card can't be found, it asks for a retake instead of guessing.
Where is my strip photo? Test-strip photos are deleted automatically 90 days after they are taken. Your readings stay, so you can still see trends.
PureCheck
What do the results mean?
- Detected: porcine content was detected in the portion you sampled. Any visible line at T counts as detected, however faint.
- Not detected: no porcine content was detected in the portion you sampled. It covers that portion only, not the whole meal, and it is not a safety or halal certification.
- Inconclusive: the card couldn't be read reliably, so no result was recorded. Check again with a new card.
PureCheck is a home test that gives you one more reference. It does not replace a certifying body or your own judgement. Place pages show reports from users, not official certifications.
The app says PureCheck is "Not in your region yet". PureCheck is offered only in some regions. You can see the region you're served in under Me → Region you're served in.
Who can see my meal checks? Your household never sees them. A check appears on a place only if you choose to share it, and then by date and result only. Fully private mode in the Me tab takes back everything you've shared in one step.
Your data and account
How do I download my data? Go to Me → Download my data. The app prepares a JSON file and opens your phone's share sheet so you can save or send it.
How do I delete my account? Go to Me → Delete account. You can restore your account within 30 days; after that it is permanently deleted. If you can't use the app, you can ask us by email. See Delete your account for the steps and for what is deleted and what is kept.
I deleted my account by mistake. Within 30 days, open the app, go to the Me tab and tap Restore account. If you can't, email us before the deletion date.
Notifications aren't arriving. Check that notifications are allowed for Xensorio in your phone's settings, and check Me → Notifications & quiet hours: routine notifications wait until your quiet hours end, and you can mute some types there. Notifications never include test values.
Legal
In the app, Me → Terms & privacy shows the versions you agreed to and when.