使用支援 / Support

App 會先在你手機上把偵測到的條碼蓋起來，再把你選的那張圖送出去辨識。如果還是失敗，通常是這幾種情況：

• 網路不穩：在行動網路和 Wi-Fi 之間切換一下再試一次。
• 照片裡不是票券：AI 找不到票券的特徵時，請改用「手動新增」自己填。
• 這次辨識還沒解鎖：免費版看一支廣告就能繼續，Squirrel Pro 不用看廣告。也可以改成手動新增，或直接掃票券上的條碼。

認錯了不用整個重來——儲存前的預覽畫面（新增流程的第 3 步）每個欄位都能自己改，改好再存就行。

不用錢。在目前的 1.1.2 版，免費版使用者每次辨識可以自己選擇看一支廣告來解鎖那一次；Squirrel Pro 不用看廣告。

剛好沒有廣告可看的時候，可以重新載入再試一次，或改用手動新增、掃條碼。

之後如果有版本支援「每天免費幾次」，設定頁才會顯示當天用掉幾次（像是「已使用 0/3」）。目前的版本還沒有這個。

不會。廣告商拿不到你的票券截圖、條碼或 QR Code 的內容、你自己取的分類名稱、eSIM 的啟用碼，也拿不到 AI 辨識出來的結果。

廣告是由 Google 的廣告元件負責播放的，它依照平台規定會處理「有沒有請求廣告」「廣告有沒有播出」「有沒有看完」，以及平台允許的廣告識別碼——這些都跟你票夾裡放了什麼無關。完整說明請見隱私權政策。

掃描支援 13 種條碼格式（EAN-13、Code 128、QR Code 等）。光線不夠的話，掃描畫面上有手電筒按鈕可以補光。

如果是票券上的條碼本身就印得很小，改用「拍照新增」走 AI 那條路，App 會把條碼抓出來放大印在票券卡上。

結帳時店員掃不到？打開那張票券的詳細頁、點一下條碼，它會放大成全螢幕，手機亮度也會自動調到最亮，掃描槍比較讀得到。

安裝 eSIM 是交給手機內建的 eSIM 設定流程去跑（iOS 和 Android 都有）。沒反應的話，通常是這幾種情況：

• 手機本身不支援 eSIM：iPhone 要 XS 或第 2 代 SE 以後；Android 大多是 Pixel 4 以後和近幾年的旗艦機。
• 啟用碼被截斷了：eSIM 的啟用碼（也叫 LPA 字串）是一長串以「LPA:」開頭的文字，用拍照辨識可能會漏字。請對照電信商寄給你的 email 檢查有沒有缺。
• 電信商不支援一鍵安裝：有些電信商只認他們給的 QR Code，要你自己掃，不吃這種用啟用碼直接裝的方式。

備份檔不會上傳到我們的伺服器。「設定 → 備份」會在你手機上打包出一個 .squirrel 檔案（其實就是一個加密過的壓縮檔），然後跳出手機的分享選單，讓你自己決定要送去哪裡——iCloud、Google Drive、AirDrop、Email、訊息都可以。這個檔案不會經過我們這裡，要放哪裡完全由你決定。

還原時有兩種方式：「覆寫」會把手機上現有的資料清掉，整個換成備份裡的內容；「附加」則是把備份併進現有資料，分類名稱如果撞名，會讓你選要怎麼對應。

訂閱是由 App Store／Google Play 管理的，不經過我們，所以要在手機的商店設定裡取消：

• iPhone：設定 → 點最上面的 Apple ID → 訂閱項目 → Squirrel Stash → 取消訂閱
• Android：Google Play → 個人資料 → 付款與訂閱 → 訂閱 → Squirrel Stash → 取消

取消之後，這個已經付款的週期結束前都還能繼續用 Pro。退款要走平台自己的流程 (Apple Report a Problem 或 Google Play 說明中心)。

會不見。因為我們不做帳號、也不把資料放雲端，所有東西都只存在你這支手機裡。

所以建議偶爾用「設定 → 備份」匯出一份，把 .squirrel 檔案放到 iCloud Drive 或 Google Drive。換新手機時，開 App → 設定 → 還原 → 選那個備份檔就好。

「設定 → 清除所有資料」那顆紅色按鈕。為了避免誤按，要先自己打上「刪除」兩個字，確認鈕才會亮起來。哪些會刪掉、哪些會留著，隱私權政策第 5.3 節有完整清單。

目前還不行，因為多數票券 App 沒有提供標準的匯出格式。如果你的舊資料是 JSON 或 CSV 這類檔案，歡迎寄到 support@squirrelwallet.app 跟我們說格式長什麼樣，我們評估看看能不能做匯入。

The app covers up any barcode it spots on your phone first, then sends the photo you picked off to be read. If it still fails, it is usually one of these:

• Patchy connection: switch between Wi-Fi and mobile data and try again.
• The photo is not a ticket: if there is nothing ticket-shaped to read, use Manual Entry and type it in.
• This scan is not unlocked yet: on the free version, watch one ad to carry on. Squirrel Pro skips the ads. You can also switch to Manual Entry, or scan the barcode on the ticket directly.

If it read something wrong, you do not have to start over. Every field on the preview screen before you save (step 3 of adding a ticket) can be edited.

It does not cost anything. In the current 1.1.2 release, free users can choose to watch one ad to unlock each scan. Squirrel Pro does not need the ads.

If no ad happens to be available, reload and try again, or switch to Manual Entry or the barcode scanner.

If a later version adds a set number of free scans per day, Settings will start showing how many you have used that day, something like "Used 0/3." The current version does not have that yet.

No. Advertisers do not get your ticket screenshots, the contents of your barcodes or QR codes, the category names you made up, your eSIM activation codes, or anything the AI read.

The ads themselves are played by Google's ad component. Under the platform's rules it handles things like whether an ad was requested, whether it played, whether you finished it, and the advertising identifiers the platform allows. None of that touches what is in your wallet. See the Privacy Policy for the full detail.

The scanner handles 13 barcode formats (EAN-13, Code 128, QR, and others). If the light is bad, there is a torch button on the scanner screen.

If the barcode printed on the ticket is simply tiny, add it with "Add via photo" instead. The app pulls the barcode out and prints it large on the ticket card.

Cashier cannot scan it? Open that ticket's detail screen and tap the barcode. It fills the screen and your phone turns the brightness up to maximum, which checkout scanners read much better.

Installing an eSIM hands off to the eSIM setup built into your phone; both iOS and Android have one. When nothing happens, it is usually one of these:

• Your phone does not do eSIM: you need an iPhone XS, a 2nd-generation SE, or newer. On Android, most Pixel 4 and later, plus recent flagships.
• The activation code got cut off: an eSIM activation code (also called an LPA string) is a long line of text starting with "LPA:". Reading it from a photo can drop characters, so check it against the email your carrier sent you.
• Your carrier does not allow one-tap install: some carriers only accept a QR code you scan yourself.

Your backup is never uploaded to our servers. Settings → Backup packages everything up on your phone into a .squirrel file (an encrypted zip), then opens your phone's share sheet so you decide where it goes: iCloud, Google Drive, AirDrop, email, messages, wherever you like. It does not pass through us, and where it ends up is entirely your call.

Restoring gives you two choices. "Overwrite" clears what is on the phone and replaces it with the backup. "Append" merges the backup into what is already there, and asks you what to do when two category names clash.

Subscriptions are handled by the App Store and Google Play rather than by us, so you cancel in your phone's store settings:

• iPhone: Settings → tap your Apple ID at the top → Subscriptions → Squirrel Stash → Cancel
• Android: Google Play → Profile → Payments & subscriptions → Subscriptions → Squirrel Stash → Cancel

After you cancel you keep Pro until the end of the period you already paid for. Refunds go through the store: Apple Report a Problem, or Google Play Help.

Not on their own, no. Because there are no accounts and nothing syncs to a cloud, everything lives on that one phone.

So export a backup now and then with Settings → Backup, and keep the .squirrel file in iCloud Drive or Google Drive. On the new phone, open the app → Settings → Restore → pick the backup file.

Settings → Reset all data, the red button. So you cannot do it by accident, you have to type "刪除" or "DELETE" before the confirm button lights up. Privacy §5 lists exactly what gets wiped and what is kept.

Not yet. Most ticket apps have no standard export. If your old data is in JSON or CSV, email support@squirrelwallet.app and tell us what the format looks like, and we will see whether an importer is doable.