Support
Contact us
A person reads every message.
In the app: Settings → Contact support. This is the quickest way, because the message tells us which (anonymous) account and which scan you are writing about.
By email: support@toytrace.com
Common questions
Prices
Is the figure what my toy will sell for?
No. It is what sellers are asking for the same product on eBay right now, with the number of listings and the typical range. Since August 2026 eBay no longer makes completed-sale data available to apps, so asking prices are the evidence we can show. Because realistically priced listings sell and disappear while overpriced ones stay up, asking prices usually sit above what items actually sell for. We say that openly rather than presenting the figure as a sale price.
Where does the figure come from?
From real eBay listings for the product we identified. Open the evidence section on any result to see the listings themselves. We set aside listings that would distort the picture, such as spare parts, bundles of several toys, reproductions and professionally graded pieces.
Why do the listings change every time I open them?
We fetch them live from eBay each time and do not keep copies, so you always see what is listed right now. The summary figures are never more than 24 hours old.
What does the “AI estimate” badge mean?
It means we could not find listings for that product, and the range shown was produced by an AI model instead. It is not market data, and we label it so it cannot be mistaken for market data.
Why doesn't the figure match what I paid or sold for?
Asking prices are not sale prices, and individual toys vary in condition and completeness. Treat the figure as an estimate built from current listings. It is not an expert assessment, an offer or a guarantee.
Results
The app identified the wrong toy or variant. What do I do?
On the result, tap “Something wrong with this result?”, pick what is wrong (wrong item, wrong variant, wrong condition, or prices not for this item) and add a note if you like. A person reviews every report. Nothing changes in the catalog automatically, so the fix is not instant.
Which toys does ToyTrace cover?
Four categories: action figures, Funko, Hot Wheels and other diecast, and vintage toys.
How do I get a better result?
Use good light, fill the frame with the toy, and include any printed markings: the base of a diecast car, the card back or the box. Those markings are often what separates one variant from another.
Plans and billing
What is free, and what are the limits?
Your first scan is free. Premium includes 50 scans per day as a fair-use limit, resetting at midnight UTC. The app always shows how many you have left. Full details are in the Terms of use.
How do I cancel?
Settings in the app has a one-tap path to your App Store or Google Play subscriptions page, where you cancel. Premium stays active until the end of the period you have paid for. Deleting the app does not cancel a subscription. See Cancelling.
How do I get a refund?
Payments are processed by Apple or Google, so refunds go through them: reportaproblem.apple.com for iPhone, or the order in your Google Play account for Android. If you are stuck, write to us.
I got a new phone. How do I get Premium back?
On the subscription screen, tap “Restore purchases” while signed in to the same Apple or Google account you subscribed with.
Privacy and data
Do I need to create an account?
No. The app creates an anonymous account when you first open it. We never ask for your name, email or phone number to use the app.
Are my photos public?
No. They are stored in your own account. They are never used as public catalog images automatically. That could only happen after a person has reviewed them.
How do I delete my data?
There is not yet a delete option in the app. Send a message from Settings → Contact support, choosing “Account and data”, and we will delete your data. Using the in-app form matters because it tells us which anonymous account is yours. Deleting an item from your collection removes only that entry, and uninstalling the app does not delete anything from our servers. Details are in the Privacy policy.