Support

Camera or capture is unavailable

• Open system Settings and confirm Camera access is enabled for Scouter.
• Enable Microphone access if scout video clips have no audio.
• Return to Scouter and fully reopen the viewfinder after changing permissions.
• Include your iPhone or iPad model and iOS version in a report.

Lumen will not start

• Confirm the device has a working internet connection.
• Select an existing captured shot before choosing a lighting preset.
• Leave Scouter installed while the generation finishes in the background.
• If the job fails, retry once and report the exact message if it fails again.

Lumen does not require a provider API key in the app. Generation credentials are managed by the Scouter service. Read the Data & AI page for details.

A project is not syncing

• Confirm iCloud Drive is enabled and the same Apple Account is active on both devices.
• Keep Scouter open briefly on a stable network so CloudKit can finish.
• Check available iCloud storage.
• Local projects remain usable even when sync is delayed.

Framing or field of view looks wrong

• Confirm the selected camera, recording format, lens set, focal length, and optical adapter.
• Check whether an anamorphic de-squeeze factor is active.
• Remember that a blurred or patterned outer area represents field of view the phone camera cannot capture.
• For critical work, compare against a physical camera and manufacturer specifications.

Report an issue

Please include:

• Scouter version and build number from Settings;
• device model and iOS or iPadOS version;
• the selected camera, format, lens set, focal length, and adapter;
• clear steps that reproduce the issue;
• a screenshot or screen recording when appropriate; and
• whether the issue occurs every time or only occasionally.

Do not send confidential client images unless they are necessary to diagnose the issue and you have permission to share them.

Send the report to support@scouter.uk. TestFlight testers may instead use TestFlight's Send Beta Feedback action.

Delete your Scouter account

1. Open Scouter Settings, then find Account and choose Delete Account.
2. Review the permanent-deletion notice. Local projects and photos, and projects in your private iCloud library, are not removed by this action.
3. For a private account, choose Delete Private Account. For an Apple-linked account, continue and confirm with the same Apple Account when prompted.
4. Keep Scouter open until the Account Deleted confirmation appears.

The fresh Sign in with Apple authorization is used to verify the linked account and revoke Scouter's authorization before deletion. Scouter does not retain the Apple OAuth token.

Account deletion is irreversible, but it does not cancel an App Store subscription. Use Manage Apple Subscription on the deletion screen to review or cancel Apple billing. You can delete the account immediately even if you keep the subscription active.

Privacy and account requests

Use Settings > Account > Delete Account for account deletion. For access, correction, consent, or deletion questions, or if the in-app request fails, email support@scouter.uk with the subject “Scouter Privacy Request.” Scouter may need to verify that the request comes from the account holder. Do not send Apple passwords or verification codes.

A parent or guardian can use the same address to report possible use by someone under 16. Include only the information needed to identify and remove the Scouter service account; do not send the child's password, Apple verification code, or unnecessary personal information.

Read the Privacy Policy for the data kept on your device, optional iCloud sync, Lumen processing, retention, and deletion.