Product support

How can we help?

Start with a support topic or send a product-support request. Do not include progress photos, medical records, passwords or payment-card details.

Before you contact support

• Check the app version and iOS version.
• Describe the screen and action where the issue occurred.
• For purchase issues, include only non-sensitive transaction context shown by the app.
• For local data questions, remember that support cannot see or restore the private journal.

Skin analysis or facial markings

Check that your installed version includes analysis and that a scan allowance is available. Review and approve your photo before upload. If the service is temporarily unavailable, keep your photo or try again later; a saved reference is not an analysis result. Scores can appear before markings, and not every observation returns a marking. Include the exact message, app version, iOS version and approximate time in a support request. Do not attach your face photo.

Sun protection reminders

Enable reminders in Today and allow notifications and location while using the app. A local UV forecast also needs a working service connection. Permission alone does not guarantee a forecast; if it is unavailable, the app shows the status without claiming that a UV alert was scheduled. You can still record sunscreen application and follow your product label.

Product recognition and quick check-ins

If a label is incomplete, add a clearer photo or use manual entry. Confirm names, brands and categories against the package. Check-ins describe your own experience; they are separate from cosmetic photo scores.

Encrypted iCloud sync

Sync is optional and depends on iCloud availability and access to encryption keys. Turning it off does not erase existing cloud copies. Avoid deleting or reinstalling the app while investigating missing records; support cannot recover local records without the necessary keys.