Email the right inbox
WunderWild is made by a very small team, so there is no phone queue and no chatbot — just email. Pick the address that matches what you need and we'll take it from there.
Bugs, crashes, sign-in trouble, subscriptions, or anything you can't find.
Privacy & your data privacy@wunderwild.appAccess, correction, export, or deletion of your personal data.
Report content report@wunderwild.appSomething in the community feed that shouldn't be there. In-app reporting is faster — see below.
How quickly we reply. We aim to answer support email within two business days. Urgent content reports — threats, child safety, illegal content — are acted on within 24 hours. Privacy and data requests are answered within the timeframe the law requires (typically 30 days), and usually much sooner.
What to put in your email
You don't need any of this to write to us — but the more of it you include, the less likely we are to write back asking for it.
- What you were doing and what happened instead. A screenshot beats a description.
- The reference code. If the app showed an error with something like
(ref: 7f3a2c9e), send it. It points us straight at the matching server log. - Your app version — Profile → Settings → About — plus your phone model and OS version.
- Which snap, if it's about one identification: the species we returned and roughly when you took it.
- Write from your account email for anything account-related — it's how we know the request is yours.
Never send us your password. We will never ask for it, and we can't do anything useful with it. If you're locked out, use the password-reset link on the sign-in screen.
Things you can sort out yourself
Subscription & billing
- Bought Pro but it isn't active? Tap Profile → Subscription → Restore Purchases. That re-syncs the purchase you already own.
- Cancelling. Subscriptions are billed by Apple or Google, so cancel in your App Store or Google Play account settings. We can't cancel on your behalf.
- Refunds are handled entirely by Apple and Google under their own policies — request one through the store you bought from.
Account & privacy
- Delete your account. Profile → Settings → Delete account, or from the web at wunderwild.app/delete-account if you can't sign in.
- Get a copy of your data. Email privacy@wunderwild.app from your account address and we'll send it in a portable format.
- Turn location off. Revoke the permission in your phone's settings — identification still works without it.
Common questions
The identification looks wrong. Is that normal?
It happens. WunderWild uses AI vision, and AI can be confidently wrong — especially with juveniles, look-alike species, distant subjects, or unusual angles. When the model isn't sure, the result is labelled as a possibility rather than a fact. Treat every identification as a starting point for your own curiosity, never as an expert verdict.
How do I report an incorrect identification?
Open the snap, then tap "Is this ID incorrect?" under the photo and tell us what you think it actually is. That report reaches us with the species and photo attached, which is far more useful than an email describing it.
How do I get a better identification?
Fill more of the frame with the animal, shoot in daylight rather than deep shade, keep one animal in the shot, and avoid heavy digital zoom, glass, and cage mesh — they blur exactly the details the model needs. A second photo from another angle is often all it takes.
Does WunderWild work offline?
No. Identification runs on our servers, so a snap needs an internet connection. If you're offline the app tells you so and keeps a Try Again button with your photo still loaded — you don't have to retake it.
Do I need an account?
Yes. Your snaps, Collection progress, streaks, and achievements are tied to an account so they survive a new phone. You can sign up with email, or with Apple or Google.
How do I hide or delete a snap I shared publicly?
Open the snap and switch it back to private — it leaves the community feed and species galleries immediately. Deleting the snap removes the photo entirely, from our database and our storage.
Someone posted something that shouldn't be there.
Tap the ⋯ button on the snap and choose Report this snap, Report the user, or Block them. Severe reports hide the snap right away, and every report reaches us. Blocking hides that person from your feed for good.
Why does the app ask for my location?
Knowing roughly where a photo was taken meaningfully improves identification accuracy, and it lets the app show where you found each animal. It's optional, and only the approximate area — never a street-level position — is used in the identification request. See section 4 of our Privacy Policy for the details.
Is my data sold or used for ads?
No. No ads, no advertising identifiers, no cross-app tracking, and we never sell your personal information. Our Privacy Policy lists every third party that touches your data and exactly what they receive.
Safety first, always. WunderWild is for learning and fun. Never approach, touch, handle, feed, or eat an animal or plant based on an identification. Some species are venomous or aggressive — confirm with a qualified expert in person before acting on anything the app tells you.