Support guide

Troubleshoot uploads and analyses

Start with the smallest safe retry, then send support the context needed to locate the failure—never sensitive credentials or raw receipts.

Quick answerCheck the image type and 6 MB limit, keep the page open through a terminal result, and retry once with a clear front photo. If the problem remains, use the technical or inaccurate-analysis support category.

#Upload rejected or interrupted

  1. Confirm the file is an image and no larger than 6 MB.
  2. Export unusual formats as JPEG, PNG, or WebP.
  3. Try one clear front photo before adding more angles.
  4. Check the network connection and keep LeanLens open during upload.
If you still need helpIf the same file repeatedly fails, contact support with the file type and size, not the image itself.

#Analysis stuck or failed

  1. Wait for the product to reach succeeded, degraded, failed, or expired; queued is not terminal.
  2. If a recovery or resume action appears, use it before starting another job.
  3. Retry once with a smaller set of clear photos.
If you still need helpSend support the approximate time, device/browser, sign-in state, and visible error text. Do not attach body photos unless a secure, necessary workflow is explicitly provided.

#Result missing or unavailable

  • Confirm you are using the same account or browser ownership that created the result.
  • A deleted result cannot be restored through the subscription restore action.
  • After Pro expires, the saved result remains but premium sections re-lock.
  • A share link can be revoked or replaced by its owner.
If you still need helpContact support if a result that should still exist cannot be opened from History.

#Inaccurate, inappropriate, or unsafe output

  1. Do not use the result for diagnosis, treatment, or an urgent health decision.
  2. Repeat the check-in with consistent lighting, pose, distance, and clothing.
  3. Report the specific estimate or statement that appears wrong, unsafe, demeaning, or unrelated.
Expected outcomeSupport can review the report and product context. Reporting an output does not mean LeanLens can validate a medical or physiological truth from a photo.
If you still need helpUse the inaccurate analysis category and describe the problematic text without sending unnecessary photos or health records.
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