Support
We’re happy to help you get the most out of msg Lense.
Email support
Questions, bugs, or feedback? Email us and we’ll get back to you, usually within a couple of business days.
Before you write
Including your device model, iOS/iPadOS version, the msg Lense version (Settings → About), and a description of what happened helps us resolve issues faster.
Frequently asked questions
How do I open a .msg or .eml file?
Tap the file wherever it lives — in Mail, Files, or another app — and choose msg Lense, or use the Share sheet and select msg Lense. You can also open the App first and import a file from there.
An attachment won’t open or save
Opening and saving attachments requires an active subscription. Once it’s active, tap the attachment to preview it and use the share icon to save it to Files. Some uncommon attachment types may need a compatible app installed to preview.
A message doesn’t display correctly
msg Lense supports a wide range of .msg and
.eml variations, but some emails use unusual
formatting. If a message looks wrong, please email it to us (if
you’re comfortable sharing it) so we can improve rendering.
How do I manage or cancel my subscription?
Open the Settings app, tap your name at the top, choose Subscriptions, select msg Lense, and change or cancel your plan there. Cancelling stops future renewals; you keep access until the end of the current billing period.
I paid but features are still locked
Open msg Lense, go to the upgrade screen, and tap Restore Purchases. Make sure you’re signed in with the same Apple Account used for the purchase. If it still doesn’t unlock, email us.
How do I request a refund?
Refunds for App Store purchases are handled by Apple. Visit reportaproblem.apple.com, sign in, and select the purchase to request a refund.
Is my email private?
Yes. msg Lense processes files entirely on your device and never uploads them. Read more in our Privacy Policy.