Frequently Asked Questions
Can’t find what you’re looking for? Check out the DVE User Manual or send us an email below!
General
How do I cancel my Free Trial or Subscription?
If you have the app downloaded
To cancel your subscription at any time in the app:
- Press the three horizontal lines in the top left corner of the screen.
- Press Da Vinci Eye Pro
- Press Cancel Subscription
If you do not have the app downloaded
If you signed up through our website and received an email notification from Stripe about a renewal, you can cancel your subscription by going to this link:
https://pay.davincieyeapp.com/p/login/eVa8xIfg4cF265y4ggIf you signed up on your iPhone or iPad you can cancel directly through Apple here:
https://support.apple.com/en-us/HT202039
If you signed up on your Android Tablet or phone you can cancel through Google Play here:
https://support.google.com/googleplay/workflow/9827184
How do I restore my Pro subscription?
If the app is asking you to subscribe but you already have a subscription, you can follow these steps:
- Get to any screen that asks if you would like to upgrade.
- Below the Start Trial or Make Purchase button there will be smaller text button you can press that says:
“Restore Purchase”
OR
“Already have a subscription? Click Here”
These buttons will take you through the restore purchase process.
How do I get a refund? (iOS & Android)
iOS Users:
- Apple handles all payment transactions in the App Store. To get a refund from Apple, you can follow these instructions:
- If you have a web-based subscription (this means you found the app by taking an online quiz), please contact us at info@davincieye.com to request a refund and we will process it right away, no questions asked!
Android Users:
If you made the purchase in the past couple of days you can get a refund directly from Google Play if it’s longer than a couple of days no worries we can refund you directly. To get a refund from Google Play you can use this link:
If your request for a refund is denied or you are past the days allowed to request a refund please send us an email through the app or via the contact form below with your order number that starts with GPA. This order number is usually emailed to you after your purchase.
How do I login to my account?
Video instructions on how to login or follow the steps below:
If you already signed up for an account and are not automatically logged in:
- Press the ≡ button on the top left corner of the Home screen
- Press “Log in / Create Account” (if you do not see this option, this means you are already logged in!)
- Then make sure to press the “Login” tab (By default, you will be in the “Sign Up” tab)
- Enter your email. Please use the same email you used to purchase the app.
- Press “LOGIN”
- A message will pop up confirming that an email has been sent with your login link.
- Please open the email immediately as the link expires within 5 minutes. If you do not see the email, please check all your Spam folders. If you still cannot find it, please email us at info@davincieye.com
- Click the purple button that says “Login on this device”, then press “Safari”, then “Open” when it asks to open in Da Vinci Eye.
- You will now see a screen that you have been successfully logged into the app!
Reporting offensive, abusive, or copyrighted content
How do I report a person or a picture that should not be in the app?
There are 3 dots in a circle next to the follow button on a person’s profile. There are also 3 dots in a circle next to the heart on every image. Press those 3 dots and then press report.
Offline Mode
Why am I in offline mode? What does that mean?
The number one reason for offline mode is that you are behind a firewall, you do not have connection to the internet, or you live in a country where our servers don’t work. Unfortunately, if this is the case, you cannot take advantage of things like lessons, or the social features in the app. However, you are still able to use all of the drawing features, AR mode, Classic Mode, timelapse recordings, etc.
Inspiration Pictures
What is an Inspiration Picture?
An inspiration picture is a picture uploaded by someone in the app that other users can draw.
How do I find Inspiration Pictures?
Go to the Feed tab, located at the bottom right corner of your screen. At the top of the Feed tab you can switch between viewing drawings and user-submitted inspiration. Press the camera icon on the image then press Draw Now.
How do I add my own inspiration pictures for artists to draw?
Go to your profile page and press the add (+) button in the top left corner. You can then choose to upload an inspiration picture or a drawing.
How does my inspiration picture become selected as Today’s Inspiration on the home page?
We randomly select inspiration pictures we think would be fun to draw.
How do I add a picture I drew of an inspiration picture to its page?
Go to your Saved tab, find the drawing that you drew, then press Inspiration. On that page you will see a button that says add your drawing.
Drawing
How Do I Draw My Own Photo?
Press “Draw” on the top of the Home Screen or Saved screen.
How do I save my project to work on later?
Every drawing you start is automatically saved, just go to the saved tab when you first open the app to resume an old drawing.
How do delete saved projects? (iOS)
In the Saved drawing tab, swipe your project to the left to reveal the delete button.
Are recordings saved?
If you started a recording, then your recordings are now saved! You can export them as many times as you want.
What is AR Mode?
AR stands for Augmented Reality. Your phone will anchor the image you want to draw to an object in the real world. This means that you can move your phone around and you don’t have to worry that your drawing will be messed up. As long as you anchor is in the same place you can instantly resume drawing or paintings without having to place your image back in the same spot.
What devices work with AR Mode?
Because AR mode uses a ton of processing power it doesn’t work on all devices. If we enabled it for devices like the iPhone 7 we would have all 1 star reviews! Here is a list of iOS devices we know it works well on:
– iPhone 8 and newer- iPad Mini 5th Generation and newer – Ipad Air 2019 and newer – iPad Pro 3rd Gen (Any pro made after 2018) and newer
For Android, AR mode is available in version 3.1. We recommend using higher end phones with Android 10 or newer.How do I Add, Edit, or Delete an Anchor?
When you are in AR mode press Tools > AR > Anchors. This screen lets you add, edit, or delete anchors.
What is Classic Mode?
Classic mode does the same thing as AR mode but you have to keep your phone in place. If you move your phone on purpose or by accident you have to reposition your image back on top of where you were drawing. This can be an advantage or disadvantage depending on your situation.
When should I use AR Mode vs. Classic Mode?
There are really great use-cases for both situations
- Classic Mode: Tracing an image onto a cupcake, cookie, cake, etc..
- AR Mode: Painting or drawing on an easel
Where is Step-by-Step Mode?
It is still there! It is one of our favorite features. Now when you start a drawing press tools, then breakdown, then turn on the breakdown switch and it brings you back to the old step by step mode screen.