Help and contact
Something not working, or a question? Write to us — a person answers.
We usually reply within 24 hours, at the latest on the next working day.
This helps us answer: which device you use (an iPhone 15 or a Galaxy A53, for example), which iOS or Android version, and what you did just before it went wrong. The PhotoPaint version is at the bottom of the menu inside the app.
Frequently asked questions
How does my photo become a paint-by-numbers picture?
The app divides the photo into colour areas and numbers them. This happens entirely on your phone or tablet — your photo never leaves the device, and no internet connection is needed.
What do the three levels mean?
They differ mainly in the number of fields: Starter has around 600, Detail around 2,500, Artist sometimes between 5,000 and 11,000 — depending on how much structure the photo holds. More fields means more detail and considerably more painting time, from about twenty minutes to several hours. Before choosing, you see a preview of each level with the actual number of fields.
Why do some photos have fewer fields than announced?
That depends strongly on the subject. A picture with large calm areas yields fewer fields than one with a lot of structure. This is a property of the photo, not a fault.
What is the crop suggestion at the start for?
The crop decides how many fields go to the subject rather than the background. Tighter means more detail where it counts. You can move the frame, drag its corners, or keep the whole photo.
I cannot find the open fields of a colour.
Tap the colour in the bar: its open fields are hatched, and very small ones get a dot. Tap the already selected colour again to make the open fields flash. The light bulb at the top right jumps to the largest open field of that colour.
I keep missing the small fields.
Zoom in with two fingers. You do not have to be precise — the app snaps taps to the nearest open area of the selected colour. You can also push the picture beyond its edge to reach fields at the very outside.
Can I paint something wrong?
No. Only fields of the currently selected colour can be filled.
Will I lose my progress?
No. Every picture is saved continuously and survives closing the app or restarting the device. On iPhone and iPad your works are also kept in your own iCloud when iCloud Drive is switched on, so they survive deleting the app and changing devices; on Android they are part of the Google backup if you have it switched on.
Purchases and subscription
What is free?
The Starter level is free forever, for as many pictures as you like and without ads. Previewing all three levels is always free. On top of that you get one free conversion at a finer level of your choosing.
I paid, but the app does not show it.
Tap Restore purchases in the menu. This also works on a new device — sign in there with the same Apple ID or Google account you bought with. Purchases belong to the store they were made in: an App Store purchase cannot be transferred to Android, and vice versa.
How do I cancel the subscription?
Subscriptions run through your App Store or Google Play account, not through us. On iPhone or iPad: open Settings, tap your name at the top, then Subscriptions, then PhotoPaint. On Android: open the Google Play app, tap your profile icon at the top right, then Payments & subscriptions, Subscriptions, then PhotoPaint (Google's instructions). Cancelling takes effect at the end of the current billing period; the finer levels stay open until then.
I would like a refund.
Refunds run through the store you bought in. For Apple the way there is reportaproblem.apple.com — even when we support them. On Google Play, request it directly from Google within 48 hours of the purchase (Google Play help on refunds); after that, write to us and we will take care of it. Please write to us anyway if something did not work: we want to know what went wrong.
Legal
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Privacy policy and imprint are currently available in German only.
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