Help & support
Need a hand?
Look for your question below, or email us with your device type and what happened. Don't send your password or full payment-card details.
We aim to reply within two business days.
Common questions
Start here.
To open Settings in the app, tap the CS button at the top of a main screen. If you need help with an account or order, email us from the address you used for it.
Account & scans
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 the link has expired, request a new one.
Why isn't my data syncing?+
Check your connection and make sure you're signed into the right account. Open Settings → Account to see the sync status for your routines and products. If there's an error, tap Retry. Scan results load separately under Progress → Skin. If data is still missing, contact us before resetting it.
How do I export or delete my data?+
Open Settings → Account. “Export your data” creates a JSON copy of your profile, routines, products, schedule, completion history, and diary that you can share or save. It doesn't include scan history or photos. “Delete account” starts permanent removal of your account data. Export first if you want a copy.
When can I take another skin scan?+
One scan is available every seven days, counted from your last successful scan. Deleting a scan doesn't shorten the wait. Open Progress → Skin for your scan history, or Settings → Scan management → Take a weekly scan to check availability.
Will my scan photos appear on another device?+
Scan results sync with your account. Scan photos stay in the app cache on the device where you took the scan. They can disappear when you log out, uninstall the app, clear scan data, or your operating system clears the cache. The app doesn't delete the original image in your photo library.
How do I keep a guest scan?+
Open Settings → Account → Save account, then complete setup and email verification in the same app installation before changing devices or uninstalling. You can't sign in to a guest account with an email and password until setup is complete. To remove it, choose “Delete guest data” on the Account page. Contact us before clearing app data if setup fails.
Routines & reminders
Why am I seeing an ingredient warning?+
The app checks for a retinoid and acid in the same routine, retinoids on consecutive evenings, a retinoid in the morning, and a morning routine without SPF. Open the warning to read more, or change your schedule in Plan.
Why didn't my reminder appear?+
Open Settings → Reminders to check that the reminder is on and the time is right. Then check that Connie's Skin can send notifications in your device settings. Battery-saver and Focus modes can delay or hide them.
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.
Product orders
Do I need a purchase or code to use my routine?+
No. You can plan and track your routine without buying a product or entering a code. Checkout, when available, is for physical goods.
Where is my kit order?+
Email us from the address you used at checkout. Include the approximate order date and the order number on your receipt so we can find it. If you paid through Stripe, include its receipt identifier too. Never send your password or full payment-card number.
How are payment details handled?+
When Shopify checkout is available, Shopify and the payment provider displayed in checkout handle payment information. Connie's Skin stores order and fulfillment details but does not receive or store your full payment-card number. Earlier Stripe payment records may remain for historical order support.
Still need a hand?
Tell us what happened.
Include your phone model and OS version, the screen you were on, and what you expected to happen. If you saw an error message, include that too.