We're here to help ♡
Questions, bugs or billing trouble? Here is how to reach the Skinchii team and fix the most common issues.
Contact us
- In the app (fastest): open Me → Settings → Help & Support and create a request. Our replies appear in the same conversation and you get a notification.
- Email: Skinchii support
We usually reply within 2 business days.
Please include:
- the email address of your Skinchii account (never your password);
- your phone model and the app version (Me → Settings → About Skinchii);
- what you expected, what happened, and screenshots if possible.
Quick answers
My reminders aren't arriving
- Check that notifications are allowed for Skinchii in your phone's settings.
- In the app, open Me → Settings → Notification settings and check the categories and your quiet hours (alerts are held until quiet hours end).
- Routine reminders use the reminder time set on each routine; make sure the reminder switch is on.
A barcode wasn't found
Product look-ups use the community database Open Beauty Facts, which doesn't contain every product. You can always add the product manually.
How are expiry dates worked out?
Skinchii uses the earlier of the printed expiry date and the “period after opening” (the open-jar symbol, e.g. 12M) counted from the day you opened the product. These are estimates — always check the product itself.
I bought Premium but don't see it
Sign in with the same account — Premium belongs to your account and unlocks automatically (the same email, or the same Google account you used at checkout). If it still doesn't appear after a few minutes, contact us with the receipt date (not your card details).
How do I cancel my subscription?
See cancel your subscription: choose Manage subscription on the website or in the app under Me → Skinchii Premium; your Dodo Payments receipt emails also explain how to cancel. The free Premium week needs no cancelling — it ends by itself.
How do I get a copy of my data?
Open Me → Settings → Data & Backup and choose Export my data. Premium members can also export products as a spreadsheet (CSV).
How do I delete my account?
Follow the steps on delete your account — in the app, or by email if you can no longer sign in.
How do I leave the website waitlist?
Email Skinchii support from the address you signed up with and we'll delete it. See the Privacy Policy for details.
Report a security issue
If you believe you've found a security or privacy problem, email Skinchii support with the details. Please don't access other people's data or disrupt the service while investigating.
Credits
Product catalog data includes information from Open Beauty Facts (https://world.openbeautyfacts.org), made available under the Open Database License (ODbL); product images under Creative Commons BY-SA.