Lally Studios is a small studio, so support is not a ticket queue. Write in and you get an answer from the person who built the app.
Most messages get a reply within a day or two. If it takes longer, it is because the answer needed a fix first.
A gray card means Look Twice would not say "nothing found," because it could not read enough to be sure. Each one says why:
Couldn't find the list. It did not find where the ingredient list starts. Back up until "Ingredients" is in the frame, or take a photo of the panel.
That's not the ingredients panel. What it read was something else: the front of the box, a recipe, a slogan.
Might be. A word did not read clearly, and it could be an allergen. Read that word on the label yourself.
Cut off. The list ran off the edge of what the camera saw.
The fastest way to send me a scan that went wrong: on the result screen, tap "Report a wrong result." The email carries the words the app read, never the photo.
Tell me the product and what you expected. A photo of the label helps most of all.
Some labels hide an allergen behind an unusual word. If you find one the app didn't flag, send a photo of the label. Every new word is checked by hand against real labels before it ships, because a wrong entry in either direction is worse than a slow one.
Apple handles all payments. Refunds go through Apple, and I am happy to help you find the right form.
Look Twice is a reading aid, not medical advice. In an emergency, follow your allergy action plan and call emergency services.