NeoFilm Support
Find solutions for setup, device permissions, RAW compatibility, subscription billing, and troubleshooting.
Contact the Developer
Have a bug to report, a camera compatibility question, or feedback on a film recipe? Reach out directly via email.
Inquiries are typically answered within 24 to 48 business hours.
What to Include in Your Message
To help resolve your issue quickly, please provide:
- Platform: iOS or Android
- Device Model: e.g., iPhone 15 Pro, Google Pixel 8, Samsung Galaxy S23
- Operating System Version: e.g., iOS 17.5, Android 14
- NeoFilm App Version: Found at the bottom of NeoFilm Settings
- Clear Description: What happened and steps to reproduce
- Screenshots: Please blur or exclude any private personal information
Official NeoFilm Security Notice
NeoFilm support will NEVER ask for your Apple Account password, Google Account password, two-factor authentication codes, or full credit card numbers. All purchases and billing transactions are executed exclusively through official Apple App Store and Google Play interfaces.
Troubleshooting & Permissions
Quick fixes for common camera, storage, and permission questions.
Camera Permission Blocked
If the viewfinder displays a black screen or permission prompt:
- iOS: Open iPhone Settings > Scroll to NeoFilm > Toggle Camera ON.
- Android: Open Settings > Apps > NeoFilm > Permissions > Camera > Select Allow while using app.
Photos Not Saving to Gallery
If captured shots do not appear in your photo album:
- iOS: Open Settings > NeoFilm > Photos > Select Full Access or Add Photos Only.
- Android: Verify storage space is available. Android 10+ uses Scoped Storage to save directly to Pictures/DCIM.
Location City Stamp Missing
If city stamps do not appear on film borders:
- Enable Location permission for NeoFilm (While Using App).
- In NeoFilm Settings, turn Location Stamp ON. Location lookup occurs strictly on-device.
RAW DNG Compatibility
RAW mode requires primary back sensor hardware support:
- Ensure you are using the primary wide rear lens (0.5x ultra-wide and telephoto lenses may not support RAW output on some phone models).
- Ensure you have NeoFilm Pro unlocked (RAW capture is a Pro feature).
Official Store Links & Subscription Help
Because Apple and Google handle all billing transactions directly, subscription status and refunds are managed through their official customer portals:
Apple (iOS) Account Services
Google Play (Android) Account Services
Comprehensive Support FAQ
Detailed answers regarding purchases, photo storage, recipe sharing, and platform features.
How do I restore my NeoFilm Pro purchase on a new phone?
Make sure you are signed in with the same Apple Account (on iOS) or Google Account (on Android) used for the original purchase. Open NeoFilm, open Settings, and tap Restore Purchases. Your Pro entitlement will be verified instantly and activated without any additional charge.
How do I cancel or manage my subscription?
Because all payments are processed directly by Apple and Google, subscriptions must be managed through your device store account:
- iOS (iPhone): Open iPhone Settings > Tap your Apple Account name at the top > Subscriptions > Select NeoFilm > Cancel Subscription. You can also visit Apple Subscription Support.
- Android: Open Google Play Store > Tap your profile icon at top right > Payments & Subscriptions > Subscriptions > NeoFilm > Cancel. You can also visit Google Play Subscriptions.
How does the seven-day trial eligibility work?
A seven-day introductory trial may be available to eligible first-time annual subscribers. If you have previously utilized a free trial for NeoFilm on your Apple Account or Google Account, the store will bill the standard annual rate immediately upon purchase confirmation.
Does the Lifetime Access purchase include future updates?
Yes. The Lifetime Access option is a non-consumable one-time purchase. It permanently unlocks all current Pro film stocks, RAW DNG capture, manual controls, and all future film profile updates with no recurring fees.
Why does NeoFilm need Camera permission?
NeoFilm is an optical camera and viewfinder application. Camera access is strictly required to capture photos, stream sensor data into the viewfinder, and control hardware focus and exposure. NeoFilm never streams or uploads your camera feed to external servers.
Why does NeoFilm need Photo Library / Media Storage permission?
Photo Library permission (iOS PHPhotoLibrary or Android Scoped Storage) is required to save your developed analog photographs and RAW DNG negatives to your device gallery. On iOS, photos are organized inside the dedicated NeoFilm album.
Why does NeoFilm request Location permission?
Location access is entirely optional. When granted, NeoFilm looks up the approximate city name locally to stamp it on your analog film borders and embed GPS coordinates in EXIF metadata. Your location coordinates are processed strictly on your device and are never transmitted to any cloud servers.
Why is RAW DNG or Manual Shutter Speed not available on my device?
RAW DNG capture and full manual exposure (ISO, shutter speed, manual focus) require underlying hardware sensor and camera driver support provided by your device manufacturer. Some front-facing cameras, secondary ultra-wide lenses, or older Android devices do not expose RAW sensor buffers or manual exposure controls to third-party applications.
What should I do if prices or in-app products fail to load?
Ensure your device has an active internet connection so RevenueCat can query Apple App Store or Google Play servers for localized catalog pricing. If prices still fail to appear, restart the application or verify that in-app purchases are enabled in your device parental or content restrictions.
How do I request a refund?
All transactions, billing, and refunds are handled exclusively by Apple or Google under their respective storefront terms:
- Apple: Submit a refund request through reportaproblem.apple.com.
- Google: Request a refund through Google Play Refund Support.
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