Spec AI Support Guide

Everything you need to get help with Spec AI — scanning, authentication, app usage, troubleshooting, and more.

1. Introduction

Purpose: This Support Guide explains how to find help, resolve issues, and contact the Spec AI team. Whether you’re verifying a bottle or managing account settings, this guide directs you to the support resources you need.

Supported platforms: iOS & Android mobile app; Web dashboard.

Languages: English (expanded language support coming soon).

Business hours: Monday–Friday, 9:00–18:00 WAT (Nigeria)

Emergency alerts: Status updates via in-app banner and @SpecAI on social media.

2. Support Channels

In-App Help Center

Access self-serve guides, tips, and FAQs directly in Spec AI under Help & Support.

Live Chat / Support Bot

Chat with our support assistant inside the app or on specai.com/support during business hours.

Email Support

support@specai.com — Best for detailed questions or sharing screenshots.

Contact

24/7 AI Assistant

Our AI assistant is available any time at specai.com/support for instant answers.

Community Forum (Coming Soon)

Peer-to-peer support and shared insights from Spec AI users.

Social Channels

Follow and reach out via LinkedIn, X/Twitter, and Instagram @SpecAI (non-sensitive queries only).

3. FAQs & Knowledge Base

How does Spec AI verify authenticity?

Spec AI combines advanced AI computer vision with spectral analysis data to identify genuine and counterfeit alcohol before consumption.

Which brands does Spec AI support?

We cover brands from around the world — coverage continues to grow as we add new models and spectral datasets.

Is there a free trial?

Yes. New users get a free trial with limited scans to evaluate the service before subscribing.

How accurate are the scans?

Our combined computer vision and spectral analysis delivers industry-leading accuracy, updated continuously with user data.

What happens if Spec AI finds a suspected fake?

If the scan flags a product as questionable, you’ll receive a clear alert with safety guidance and next steps.

How do I delete my account?

Accounts and associated data can be deleted in Settings > Privacy > Delete Account.

4. Troubleshooting

Scan Not Detecting Label

  1. Ensure the label is well-lit and centered in the frame.
  2. Avoid glare; tilt slightly to reduce reflections.
  3. Check internet connectivity.
  4. Restart the app and try again.
  5. Still failing? Send us the bottle photo and device info.

App Crashes or Freezes

  1. Update Spec AI to the latest version.
  2. Restart your device.
  3. Clear app cache (Settings > App Info).
  4. If crashes persist, email us logs and steps to reproduce.

Verification Results Don’t Load

  1. Confirm strong Wi-Fi or cellular connection.
  2. Retry scan after a minute.
  3. If issue persists, send a screenshot and details to support.

Notifications Not Delivered

  1. Ensure notifications are enabled in your device settings.
  2. Check that Do Not Disturb is off.
  3. Restart your device.

5. Known Issues

Current Limitations

  • Spectral scans may take longer under poor connectivity.
  • Some rare bottle finishes reflect light, reducing scan clarity.
  • Older label designs may not be immediately recognized.

What We’re Improving

  • Faster scan performance.
  • Expanded brand and batch database.
  • Offline scan buffering with auto-upload.

6. Escalation Process

  1. 1

    Self-Service First

    Start with in-app help or our AI support assistant for immediate answers.

  2. 2

    Contact Support

    If unresolved, email support@specai.com with details and screenshots.

  3. 3

    Ticket Assignment

    You’ll receive a ticket ID — complex cases may escalate to our specialist team.

  4. 4

    Resolution

    We’ll keep you updated until resolution; you can reply to the ticket at any time.

7. Service Level Agreements (SLA)

Issue TypeResponse TimeResolution Goal
Critical (app unusable, data loss) 2 Hours24 Hours
High (key feature not working) 4 Hours48 Hours
Medium (performance issues) 8 Hours72 Hours
Low (general help, questions) 24 Hours5 Business Days

SLA times are targets, not guarantees — we always strive to exceed them.

8. User Education

Getting Started

  1. Create your Spec AI account.
  2. Allow camera and internet permissions.
  3. Try your first scan with a well-lit bottle label.
  4. Review results and follow safety guidance.

Tutorials & Guides

Step-by-step video tutorials and walkthrough articles.

Coming Soon

9. Feedback & Suggestions

We love hearing from users!

Share ideas, feature requests, or report bugs. Your input shapes product improvements and roadmap priorities.

feedback@specai.com

10. Data Privacy & Security

Your safety and privacy are core to Spec AI

We adhere to strict security protocols to protect your data.

EncryptionAll data encrypted in transit and at rest.
No unauthorized sharingWe never sell or distribute your data.
Data retentionScans and analytics data are stored in line with our Privacy Policy.
Account deletionYou may delete your account at any time.
Read full Privacy Policy →

11. Contact Information

Direct Contact

  • Emailsupport@specai.comAim to reply within 24 hours
  • Live ChatAvailable in-app during business hours
  • AI Assistant24/7 at specai.com/support

Connect

Social Media

@SpecAI on LinkedIn, Twitter, and Instagram.

Website

specai.com — Latest updates and resources.

Glossary

Authenticity Scan

AI-driven process combining camera data and spectral analytics to verify a bottle.

Spectral Analysis

Technology that reads light-based signatures to detect chemical authenticity.

Counterfeit Alert

Notification indicating a suspected fake product.

Ticket ID

Unique identifier for a support case.

Version History

v1.1 (Current)

Added expanded troubleshooting guides and updated SLA targets.

New
v1.0

Initial support guide with core sections and FAQs.