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: [CONTACT EMAIL]
- Postal address: [ADDRESS]
We usually reply within [RESPONSE TIME].
Please include:
- the email address of your Skinchii account (never your password);
- your phone model and the app version (Me → Settings → About);
- 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
Open Me → Settings → Premium and tap Restore purchases while signed in to the same App Store or Google Play account you bought with. If it still doesn't appear, contact us with the store receipt date (not your card details).
How do I cancel my subscription?
See cancel your subscription. Subscriptions are managed by Apple or Google, and deleting the app does not cancel them.
How do I get a copy of my data?
Open Me → Settings → Your data and choose export. 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 [CONTACT EMAIL] 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 [SECURITY CONTACT EMAIL] 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.