Support
Questions, and honest answers
If none of these is your question, write to us. A person reads it, usually the person who wrote the part you are asking about.
Why does Patine sometimes say it cannot price my item?
Because it could not find sold auction lots close enough to your object to build an honest range from. Patine only prices an item against real past sales, so when there are none it says so rather than producing a figure with nothing behind it. The screen still gives you the identification, and it gives you search terms to take elsewhere.
Are the sold prices real?
Yes. Every comparable sale in the app is a lot that an auction house sold and published, and each one carries the name of the house, the month it sold and a link to that house's own page. If a link does not lead to a real sale, that is a bug and we want to hear about it.
Why is the value a range instead of one number?
Because a single number would be a guess dressed up as a fact. The same object sells for different amounts in different rooms on different days, and the honest description of that is a range with the sales that produced it shown underneath.
Why does Patine ask for a second photograph?
A close-up of the mark is the frame that changes the answer. Measured across our own test set, confidence improved on 30 of 43 objects photographed with a mark macro, against 6 of 14 with extra photographs and no mark. One photograph still works; two is what makes the app good.
What happens if the identification is wrong?
Every result has a "This isn't right" control. Correct it there and the fix is kept on your own copy of the item and queued to be sent to us, which is how the app improves at the things it gets wrong.
Do you store my photographs?
No. Photographs live on your own device. They are sent to our server when you scan, passed to the model that looks at them, and not kept afterwards. There is no account, so there is nothing they could be attached to.
How do I cancel my subscription?
In the App Store, not in Patine: open Settings on your iPhone, tap your name, tap Subscriptions, choose Patine and tap Cancel. The app shows you the same route. Cancelling stops the next renewal and you keep access until the period you have paid for ends.
How do I restore a purchase on a new phone?
Open Patine, go to the paywall or Settings, and tap Restore purchase. It signs in with the Apple Account that bought the subscription and returns your access. No email address or password of ours is involved, because there is no account to have one.
How many free scans do I get?
3 complete scans, with the full result and the full evidence. Nothing is blurred or held back until you pay, and the paywall does not appear until you have seen the third result in full.
Does the weekly plan have a scan limit?
Yes — 50 scans in the week, and that number is printed on the paywall before you buy. A scan costs us real money, so an uncapped weekly plan would either be dishonest or would not survive. The yearly plan is uncapped.
Does Patine work without an internet connection?
Your collection does — you can browse everything you have already saved. A new scan does not, because the identification and the search for comparable sales both happen on our server.