Account & sync
How do I reset my password?+
Open the login screen, enter your email, and choose “Forgot password?” Open the newest reset email on the same device and follow the link. If it has expired, request another.
Why is my cloud data not updating?+
Confirm that you have a network connection and are signed into the expected account. Keep the app open briefly, then check the Sync Status card in Settings. If it still shows an error, contact support before resetting data.
How do I export or delete my data?+
Open Settings. Export Data creates a JSON copy you can share or save. Delete Account permanently starts removal of the active account data. Export first if you want a copy.
Routines & reminders
Why am I seeing an ingredient warning?+
Connie checks for a small set of common routine patterns: retinoid with acid, retinoid on adjacent evenings, retinoid in the morning, and a morning routine without SPF. Open the warning for context or adjust the schedule in Plan.
Why didn't my reminder fire?+
Check the reminder toggle and hour in Settings, then confirm notification permission in your device's system Settings. Battery-saver and Focus modes can also delay or hide notifications.
Is the guidance medical advice?+
No. Connie provides educational, cosmetic routine guidance. Stop using a product that causes irritation and contact a qualified healthcare professional for persistent or concerning symptoms.
Bundle access & orders
My bundle code is not working.+
Remove extra spaces and try again while signed into the account that should receive access. If the code came with an order, email support with the order email and code—never your password.
Where is my kit order?+
Email support using the address entered at checkout. Include the approximate order date or Stripe receipt identifier so we can locate the order.
How are payment details handled?+
Checkout is handled by Stripe. Connie's Skin stores order and fulfillment details but does not receive or store your full payment-card number.
