Support
Answers to common questions. Still stuck? Email support@scalewebops.com.
Stencils and StencilPort Pro
How does the free preview work?
Each device gets one free preview of your own reference. It is low resolution, watermarked and view only, so you can judge the lines before you pay. To edit, print or export it, start the trial or subscribe; unlocking that preview after you subscribe doesn't use a stencil.
If an attempt fails or a photo is blocked, your preview isn't used, for up to 3 attempts. "See an example" shows a pre-made stencil and never uses it.
It says I've used my free preview, but I reinstalled the app
The free preview belongs to the device, so reinstalling doesn't bring it back. To keep drawing, start the trial or subscribe.
How long does a stencil take? Do I need a connection?
Usually under a minute. You need an internet connection, because the AI draws the stencil on a server. You can leave the screen and the app will show the stencil when it's ready. If you see "We couldn't verify this device", check your connection and try again.
The stencil didn't come out right
Results vary with the photo. A sharp, well-lit reference gives the best lines. On Pro, every stencil comes with one free redo that doesn't use a stencil: tap Not quite right? Redo free. Try the other style too: Hatching adds fine hatching for shading and Outline keeps the lines alone. If the app says a photo can't be used, an automated safety check blocked it. Try a different reference; nothing is used.
Check every stencil before it goes on skin.
What does StencilPort Pro include?
100 stencils a month, one free redo on every stencil, full resolution with no watermark, editing, printing at the size you set (PDF or AirPrint, in mm, cm or inches), a transparent PNG in your ink colour, and Tattoo Mode for the stencil and reference full screen at the chair.
It costs $26.99 a month, or $214.99 a year (about $17.92 a month). Prices are shown in the app in your local currency. Launch price: stay subscribed and your price never goes up.
How does the free trial work?
The yearly plan starts with 7 days free for new subscribers and includes 10 stencils. If you allow notifications, we remind you 2 days before the trial ends. Cancel at least 24 hours before it ends and you aren't charged. Otherwise the yearly price is charged to your Apple Account. The monthly plan has no trial.
What happens when I run out of stencils?
Your 100 stencils are counted per monthly period from your purchase date, on both plans, and the app shows when more arrive. Unused stencils don't carry over. A failed or blocked attempt doesn't use one.
Can I use one subscription on my iPhone and iPad?
Yes. On the second device, sign in to the App Store with the same Apple Account, open Settings → Restore purchases, and both devices draw on one count. A stencil is saved on the device that made it.
How do I cancel or change my subscription?
Subscriptions are managed by Apple. In StencilPort open Settings → Manage subscription, or on your iPhone or iPad open Settings → [your name] → Subscriptions → StencilPort. Cancel at least 24 hours before the renewal date to avoid being charged for the next period. Refunds are handled by Apple at reportaproblem.apple.com.
Restore purchases vs. restore a backup: what is the difference?
Restore purchases (Settings, or the subscription screen) asks the App Store which StencilPort subscription your Apple Account owns and turns Pro back on, for example on a new device, an iPad, or after reinstalling. It does not bring back projects.
Restore backup (Settings → Library) imports a .stencilport.zip file you saved earlier. Restored projects are added as new projects; your current projects are never overwritten. It does not change your subscription.
Printing
My print came out the wrong size
Print the PDF at 100% / Actual Size. "Fit to page", "Shrink to fit" or a scale setting in another app or printer driver will change the size. StencilPort's own Print button sends pages at 1:1 and warns you if the paper in the printer does not match the layout.
See the step-by-step print help, then confirm with the calibration sheet.
What is the calibration sheet?
A free test page with rulers and a measured square. Print it the same way you print stencils, measure it with a ruler, and enter the measurements. If your printer consistently prints slightly large or small, you can save a correction profile and choose it in Size & Print.
How do I print a design larger than one page?
Turn on tiling in Size & Print. StencilPort splits the design across several pages with an adjustable overlap and registration marks. Print all pages at 100%, trim along the cut lines, line up the marks and tape the pages together before transferring.
PDF or PNG: which should I use?
PDF carries the physical size and page layout (including tiles and marks). Use it for normal printers and anything where size matters.
PNG is the stencil image on its own. Use the transparent PNG in drawing apps, or a PNG in apps that only accept images, such as many thermal stencil printer apps. Image apps may rescale a PNG, so check the size setting in that app.
Does it work with my thermal stencil printer?
StencilPort does not pair with printers directly. Use iOS printing if your printer supports AirPrint, or share the PDF or PNG to your printer's own app. Set that app to 100% / original size and check the result with the calibration sheet. We cannot promise compatibility with every printer or app.
Your data
What happens to my photo?
To draw your stencil, the app sends the photo you choose to our server and to our AI providers, fal.ai and ByteDance (BytePlus). Only use photos you have the right to use. The Privacy Policy explains who receives what and how long it is kept.
How do I delete my data?
Open Settings → Privacy & diagnostics → Delete my data. This removes this device and its stencils from our server. Stencils already saved in your library stay in the app. Deleting data doesn't bring back a used free preview or refill your monthly stencils. The Privacy Policy has the details, and you can email us about anything else.
Where are my saved stencils and projects?
In the app, on the device that made them. There is no account and no automatic cloud sync, so deleting the app deletes its projects. Make regular backups.
How do I back up or move my projects?
Open Settings → Library → Back up library and save the .stencilport.zip file to Files, iCloud Drive or another location you choose. On another device, install StencilPort and use Restore backup. Backups contain your images, so store them somewhere you trust.
What are "Share usage analytics" and "Share crash reports"?
Two optional switches in Settings. The current version is built without these services, so the switches show as unavailable and nothing is sent. Details are in the Privacy Policy.
Contact
Email support@scalewebops.com. In the app, Settings → Contact support adds a short technical summary (app version, iOS version, device type, storage range, free/Pro state, recent error codes) that you can read and edit before sending. Please do not send images you do not want to share.