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Frequently Asked Questions

How do I add an appliance?

Open Fixby and tap "Add an appliance" on the home screen. You can scan the model-number sticker on your appliance (usually inside the door or on the back), or search by brand and model name. Then upload your manual as a PDF.

How does voice input work?

Tap and hold the microphone button, then speak your question naturally. Speech recognition runs on your phone (on Android it needs Android 12 or newer) and your voice is never uploaded. You can also type your question if you prefer.

What does "on-device AI" mean?

After the initial setup (downloading the AI model and processing your manual), Fixby answers on your phone. Your questions are answered by a local AI model, not a cloud service. This means it works without internet, in basements and garages, and your questions and answers stay on your phone. The exceptions are optional: you can choose to send a conversation to us, and you can allow cloud answers for the times the model on your phone can't answer (see "Does Fixby send my questions to the cloud?" below).

What devices are supported?

Fixby requires a relatively recent device to run the on-device AI model:

• iPhone: iPhone 12 or later (comfortable on iPhone 15 Pro and newer)
• Android: Android 12 or later, on a 64-bit (arm64) phone with 8 GB of RAM or more

How much storage does Fixby need?

The app itself is small. The AI model is a one-time download of about 1.1 GB. Each appliance manual bundle is typically 1–5 MB. We recommend having at least 2 GB of free storage.

Does Fixby work offline?

Yes. After initial setup (downloading the AI model and adding your first appliance), all features — Ask, Care, Fix, and Manual — work without an internet connection.

What brands and appliances are supported?

Fixby works with any brand and any appliance that has a manual. If you have the manual (as a PDF or on paper you can photograph), Fixby can learn it. Common categories include dishwashers, washing machines, dryers, refrigerators, ovens, and HVAC systems.

How much does it cost?

Your first appliance is free, forever. Each additional appliance is a one-time purchase of $4.99 (prices may vary by region). There are no subscriptions or recurring charges.

Can I get a refund?

In-app purchases are processed by the Apple App Store or Google Play Store. To request a refund, please follow the refund process for your platform:

• Apple: Visit reportaproblem.apple.com
• Google: Open Google Play > Account > Order history

A granted refund withdraws the exact appliance that purchase paid for — it and its manual are removed from your account, and the purchase slot is not restored to a different appliance.

How do I delete my account?

Go to Settings > Account > Delete Account in the app; your account, appliances and uploaded manual PDFs are deleted straight away. If you can't access the app, email us at support@fixby.app. See our account deletion page for full details.

Does Fixby send my questions to the cloud?

Not by default. Your questions are answered by the AI model on your phone and stay there. Only when that model can't answer — for example before it has finished downloading, in the Fixby App Clip, in the preview from a printed Fixby QR code before you sign in, on a manufacturer's product page on our website, or on a phone that can't run it — can Fixby answer from the cloud instead, and only if you say yes.

• What is sent: the question you typed and the matching passages from the manual, to our servers and on to our AI provider, OpenAI, which writes the answer. Never your voice, name, email, device ID, photos or location.
• Your choice: in the app, a card asks the first time and again if its wording changes; switch it off any time in Settings > Cloud answers (if you don't allow it, the app answers from the manual's own passages on your phone and sends nothing). On the website there is a box to tick for each question you ask.
• How long: our AI provider does not use it to train models and deletes it within 30 days. Fixby does not store your question or the answer.
• Safety: a question about gas, electricity or water hazards gets a fixed warning and is not sent on to the AI provider.

The details are in section 4 of the Privacy Policy.

Is my data safe?

Your questions, the answers and your chat history stay on your phone unless you allow cloud answers (when the model on your phone can't answer) or choose to send one conversation to us (we ask every time, and it includes your question text), and your voice is never uploaded. Your manual is processed in the cloud by AI providers, and the original PDF is kept on our servers for as long as the appliance stays registered — removing the appliance deletes it. The app also sends content-free usage and crash information, on by default. Read our full Privacy Policy for details.

What usage and crash information does Fixby send, and can I turn it off?

The app sends content-free events (such as which screens you use, thumbs up or down on an answer, timings and your device model, plus crash reports) — never your questions or answers. They are linked to your account, not anonymous. To stop them, switch off Settings > Share usage & diagnostics; the policy lists exactly what is sent.

Troubleshooting

Manual processing is stuck

Manual processing typically takes 1–3 minutes. If it seems stuck:

• Check your internet connection — manual processing requires a cloud connection
• Try closing and reopening the app
• If the problem persists, contact support@fixby.app for a free re-run — removing a paid appliance and re-adding it permanently uses another purchase slot and will not be refunded

The AI model won't download

The AI model is about 1.1 GB and downloads over Wi-Fi by default (the app also lets you choose mobile data):

• Make sure you're connected to Wi-Fi
• Check that you have at least 2 GB of free storage
• The download can be paused and resumed — it picks up where it left off

Answers seem inaccurate

Fixby answers from your specific manual. Every answer includes a page citation — tap it to verify against the original manual. If answers are consistently wrong, the manual may not have processed correctly. Try removing and re-adding the appliance.

Still need help?

Email us at support@fixby.app with your device model, app version (found in Settings), and a description of the issue. We'll get back to you as quickly as we can.