Support

We usually reply within two business days.

Common questions

The scan could not read my label

Fill the frame with the ingredient panel, hold the phone parallel to the label, and make sure the text is in focus and evenly lit. Curved bottles, glare from a flash, and very small print are the usual culprits. Ingredient panels printed in non-Latin scripts are not supported yet.

Why is a result different from what I expected?

Explanations come from a human-reviewed ingredient knowledge base and are matched against the skin type, concerns and preferences in your profile — so the same product can read differently for two people. DermDecode gives educational information, not medical advice; it never tells you whether a product is medically appropriate for you.

I have run out of free scans

The free tier includes a limited number of scans. DermDecode Pro removes the limit and the adverts, monthly or annually, with a 3-day free trial.

Managing or cancelling DermDecode Pro

Subscriptions are billed by Apple or Google, so they are managed there:

• iPhone / iPad: Settings → your name → Subscriptions.
• Android: Google Play → profile icon → Payments and subscriptions → Subscriptions.

Refunds are handled by Apple and Google under their own policies.

I paid but Pro is not active

Open Settings and tap Restore purchases. If it still does not unlock, email us with the store receipt and we will sort it out.

Editing your skin profile

Open Settings → Skin profile. Changing your profile affects future scans; past scans keep the profile they were made with, so your history stays consistent.

Deleting your data

You can delete your account and everything attached to it from Settings → Delete account, or request deletion here.

Report an ingredient error

If you think an ingredient entry is wrong or out of date, email us the ingredient name and what you believe should change. The knowledge base is human-reviewed and we correct entries on request.