AquaGo Explorer Support Center

Last Updated: July 24, 2026

AquaGo Explorer uses artificial intelligence to help identify marine life in underwater photos. AI-generated results may be incomplete or inaccurate and are provided for exploration and general information only. They should not be relied upon for diving safety, medical treatment, determining edibility, or deciding whether to touch or interact with marine life.

Contact Support

For help with your account, subscription, identification features, or another technical issue, email:

[hello@aquago-app.com](mailto:hello@aquago-app.com)

To help us investigate efficiently, include:

• a description of the issue and the steps that led to it;
• your iPhone model and iOS version;
• your AquaGo Explorer app version;
• relevant screenshots;
• for subscription issues, the transaction date or Apple order number, if available.

Do not send passwords, complete payment-card numbers, or other unnecessary sensitive information. We generally respond within 2–3 business days. Business days exclude weekends and public holidays in Taiwan.

Frequently Asked Questions

How do I sign in?

Open AquaGo Explorer, select Sign in with Apple, and follow the instructions.

If you choose Hide My Email, your account may use a private relay address provided by Apple. When contacting support, provide the account information displayed in the app where possible.

How do I restore my purchase?

Confirm that your device is signed in to the Apple account originally used for the subscription, then open:

AquaGo Explorer → Settings → AquaGo Premium → Restore Purchases

Restoring a purchase does not create a new charge. If restoration still fails, contact support.

How do I cancel my subscription?

AquaGo Explorer subscriptions are managed by Apple. Open:

iPhone Settings → Apple Account → Subscriptions → AquaGo Explorer → Cancel Subscription

Deleting the app or your AquaGo account does not automatically cancel the subscription. After cancellation, you can generally continue using Premium through the end of the paid period. The status shown by Apple controls.

How do I request a refund?

Apple processes App Store payments and refunds. Eligibility and approval are determined by Apple under its policies. Submit your request through Apple's Report a Problem service.

How do I delete an identification record?

You can remove an identification record from your account interface in AquaGo Explorer. This action does not currently automatically delete the corresponding photo, AI result, location, or other identification data retained in the backend.

To request permanent deletion of backend data, email hello@aquago-app.com. We may first verify your identity and the relevant records.

How do I delete my account?

Open:

AquaGo Explorer → Settings → Account → Delete Account

Account deletion clears direct account information such as the Apple user identifier, name, and email address. The internal UUID, historical photos, identification results, location information, and related records currently remain retained after direct identifiers are removed.

To permanently delete that backend data, separately email hello@aquago-app.com. Deleting your account does not automatically cancel an Apple subscription.

What if an AI identification is incorrect?

Image clarity, lighting, angle, water conditions, and supported species can affect the result. Do not rely on an identification to touch, capture, feed, or consume marine life.

You can report an incorrect result through the in-app reporting feature or email the photo, the result displayed by AquaGo, and the general capture area. Do not provide a precise dive-site location or other sensitive location information unless it is necessary to investigate the issue.

Privacy and Terms

See the AquaGo Explorer Privacy Policy for information about photos, location, AI processing, retention, and deletion. Use of AquaGo is also governed by the AquaGo Explorer Terms of Service.