Stockpot Support
Something not working, or a question the app does not answer? Email contact@theneeb.com and a person will read it. There is no ticket system and no bot.
You can also send a report from inside the app: open the side menu, then Report a problem. That attaches the app version and which screen you were on, which usually saves a round of questions.
A search came back with nothing, or failed
Searching reads live pages from the web, so it takes about 15 to 25 seconds and it can occasionally come up short. Things that help:
- Give it more time. Longer than 45 minutes finds far more than "up to 15".
- Leave the mood filters blank. Every one you add narrows the net.
- Add a few staples to your kitchen. Salt, oil, onion and garlic unlock a surprising number of recipes.
- If it fails repeatedly, the server may be briefly down. Try again in a few minutes, then email us.
A recipe needed something I do not have
Every recipe is checked against your kitchen before you see it, but recipe pages are written by people and some list things in ways no checker catches. Tell us which recipe and we will fix the matching rule. Reports like this are the main reason it keeps getting better.
I paid and the app still says I am on the free tier
Web purchase: sign into the verified Stockpot account used at checkout. On the website, open Subscribe and choose Restore access if membership has not appeared. Use the same account in the iPhone app.
Apple purchase: in the iPhone app, sign into the Stockpot account you want to use, open Subscribe and tap Restore Purchases. Restoring the same Apple subscription to a different Stockpot account may move membership from the previous account. If access is still missing, email us with the purchase date and receipt reference.
How do I cancel?
Open Manage Subscription in Stockpot. Apple purchases are managed in iPhone Settings, your name, then Subscriptions. Web purchases are managed in Stockpot's billing portal, also linked in billing emails; it may ask you to open an emailed sign-in link. Choose Cancel subscription and confirm. Cancellation stops the next renewal, and you keep access through the paid period. Deleting your account or app does not cancel billing.
Can I get a refund?
Apple purchase: request a refund at reportaproblem.apple.com. Apple decides those requests.
Web purchase: email contact@theneeb.com with your billing email, purchase date or receipt reference, and the reason for your request. We review requests individually. Cancellation alone does not refund a paid period, and a refund may end membership access. Please never send passwords or full card details. Your statutory rights still apply.
The camera scan missed things
It reads what it can see, so a packed shelf photographed at an angle will lose whatever is hidden behind something else. One shelf at a time, straight on, labels showing, works best. Anything it misses can be typed into the ingredient search.
Someone posted something they should not have
Press and hold the comment to report it, and choose a reason. You can block the person from the same menu, which hides everything they write from you immediately. Reports reach us directly and we remove content and stop devices from commenting where it is warranted. You can also turn comments off entirely in Profile.
I lost my kitchen
If you used a verified Stockpot account, sign back into that same account to retrieve synchronized kitchen data, saved recipes and settings. Signing out shows the device's separate guest kitchen. Guest data is stored on that device or browser and can be lost when the app or browser data is removed. Account deletion removes synchronized data; contact us if you need help identifying which account you used.
Something else
Email contact@theneeb.com. Say what you were doing and what happened, and attach a screenshot if you have one.