Support
The fastest route is the app itself — Settings › About — because it sends your app version and platform along with the message. Everything else comes to the same inbox.
Email us
For anything at all, including privacy and data requests. We are a small operation and answer during Irish business hours — please allow a couple of working days. We cannot replace or redeem a voucher; for that, the shop and Re-turn are the people to ask.
Common problems
Flatten the slip, keep it out of glare and fill the frame. If it still refuses, type the digits printed under the barcode instead — the app treats a typed code exactly like a scanned one. A faded or torn slip is worth the same at the till; the app just cannot read it.
Turn the brightness up and hold the screen flat and still — the app shows the code big, on white, for exactly this. Some scanners will not read a screen and some shops will not try; that is their call. The paper slip is the voucher, so keep it until it has been redeemed.
The app cannot print you a new one, and we cannot replace or refund a voucher — we are not Re-turn. If you saved it in the app, the shop may still accept the code from your screen; if not, the shop and Re-turn are the people who can help. Re-turn says vouchers do not expire, so there is no rush.
This is the most useful thing you can tell us, and we fix it for everyone. Tell us in the app, under Settings › About ("A machine is missing" or "A machine is wrong or gone"), or email us, with the shop and the town.
A machine's status is whatever someone reported last, within the past day — a queue report lasts three hours. If it is fine now, tap Working on its panel and the map corrects itself for everyone. Reports are anonymous and one phone cannot flood them.
Allow location for Re-Turn Tracker in your phone's settings, then tap the arrow on the map. The app asks for one position while the map is open, keeps it on the phone and never sends it. Without it the list still works — it is just not in distance order.
The map background needs a connection, unless you turn on Offline map in Settings: the map of Ireland is then kept on your phone (about 330 MB, downloaded on Wi-Fi). The pins and the list always come from a copy on your phone. In a shop basement, switch to the list. Reports you make with no signal are kept and sent when you are back online.
Vouchers live only on the device, so unless you backed them up or beamed them across first there is nothing to restore — we never had a copy. With Pro on an iPhone, automatic backup keeps a copy in your own iCloud, and a new iPhone on the same Apple ID offers to put it back; with Pro on Android, Android's own backup carries them to your Google account and onto a new phone set up from the old one. On any phone, Settings › Backup and restore makes a backup file you keep, and opening it on the new phone is free; the beam sends everything straight to the new phone over your own network. The paper slips still work regardless.
There is nothing we can do, and we want to be straight with you about why. A locked backup is encrypted on your phone with a key made from the passphrase you typed. It is never sent to us and never stored anywhere, so there is no copy to look up and no reset to perform — that is what makes the file safe to email or leave in a cloud drive. If the phone that made it still works, export a fresh backup and either leave it unlocked or use a passphrase you will not lose.
Writing in
None of it is required — a one-line "the Tesco in Clarehall has two machines now" is genuinely useful. These just save a round trip.
Please do not send us a voucher code or a photo of a slip. A code is money, we do not need it to help you, and we would rather not hold it.
