Support
One person answers this address. Say which iPhone you are on and what the screen said, and the reply will be quicker for it.
The camera will not accept me
The check needs a face lit well enough to read, close enough to fill the outline, and free to move — it asks for a blink and a small turn. Take off sunglasses, come out of direct backlight, and hold the phone at arm's length rather than close. Nothing is recorded while this happens, so a failed attempt leaves nothing behind and you can simply start again.
My iPhone says it cannot take part
The app needs the TrueDepth camera — the one behind Face ID. It is how a living person is told apart from a photograph held up to the lens, and without it a pixel here would mean nothing. iPhones with Touch ID, and the SE line, cannot be supported, and the app says so on the first screen rather than letting you get halfway.
I want a second pixel
There is one per phone and there is no way to ask for another. That limit is the work: a million pixels claimed by fewer than a million devices would not be the thing it says it is.
I paid to choose a position and it failed
A bought coordinate can only fail because someone reached it first, and in that case the purchase is not consumed — it stays with your Apple ID and the app will offer it again on the next attempt. If the app disagrees, write, and include the App Store receipt.
I want my pixel removed
While the plate is still open this can be done, and the position returns to the pool. Once a plate seals it cannot be edited, removed or replaced — that is what sealing means and it is stated before anyone enters. What can always be erased, sealed or not, is everything that could point back to you: the device hash, the country and any email address. What stays is a colour and a position, which describe nobody.
Stop emailing me
Every message carries an unsubscribe link, and an address is only ever used for the one message about the plate you are in. Writing here works too.