Mike
Posted
I purchased a subscription
I purchased a subscription, downloaded the app, and tried repeatedly to submit a bag for authentication. The guidance in the app is terrible, almost non-existent - only a vague reference to what images are requested. When I submitted them, some were rejected requesting to be retaken - but it never told me what I was to correct, how or why they were rejected so that I could correct it. I resubmitted images several more times each with the same outcome. I didn't know what I did wrong, nor what I needed to correct. I requested help, but I was never reached out to. My submission was finally cancelled because they weren't getting whatever it is that they wanted - but the app couldn't tell me. And there is no way to speak to an actual human being to resolve. An absolutely terrible experience.
Response from Entrupy· Oct 22, 2026
Hey Mike, Thank you for sharing your feedback. We take customer experiences seriously and appreciate the opportunity to clarify what occurred. Our system relies on precision and high quality to ensure accuracy. If an image lacks required clarity, the app prompts a retake. Additionally, Hermès prestige items require additional review, which carries a standard 24-hour turnaround time. We appreciate your feedback regarding the clarity of our in-app capture instructions, and we have passed this along to our product team for future improvements. Regarding customer support, when you reached out about your pending submission, our team responded within 10 minutes, requesting your Entrupy ID along with steps to find it so we could assist you directly. We unfortunately did not receive a response after that request. Our support team is available from 10am - 7pm EST Monday through Friday via in-app chat, emailing [email protected], or by phone at 1-888-ENTRUPY and is more than happy to help!