Support
How can we help?
Questions about your subscription, your data, or anything else — email us and a human will get back to you, usually within two business days.
support@skinintelligence.aiPrivacy & your data
Are my photos stored anywhere?
No. Each scan is analyzed in seconds and the photo is gone — it never sits on our servers. The photos and scores you keep live on your device, and you can delete them in the app at any time.
Do you sell my data, or use my face for ads or to train AI?
No, to all three. We never sell or share your data, we don't run ads, and your photos are never used to train AI — the providers that analyze your scan work under strict zero-retention terms. Your face is not the product.
Where is my data kept?
On your device. Only your email and subscription details sit on our servers, which are hosted in Canada. Your scans, scores and routine stay with you.
Can I download my data?
Yes. In the app, open Backup & Restore and tap Export File — it saves your scans, scores and settings into a single file.
Can I move my data to a new device?
Export a backup file on your old device, then open the app on the new one and tap Import File. (Automatic backup to your own iCloud or Google Drive arrives with our iOS and Android apps.)
On iPhone, will my scans carry over if I add the app to my Home Screen?
Not on their own. On iPhone, Apple treats Safari and a Home Screen app as two separate spaces, so scans you took in Safari won't automatically show up in the Home Screen version — or the other way around. The easiest path is to pick one and stay there. To bring earlier scans across, open Backup & Restore where your scans are, tap Export File, then open the other version and tap Import File. (Our iOS and Android apps keep everything together for you automatically.)
Will I lose my scans if I don't open the app for a while?
On a phone browser they stay put as long as you keep using the app. On iPhone, if you only ever open it in Safari and don't come back for about a week, Safari may clear them to free up space — adding the app to your Home Screen avoids that. Either way, the safest habit is the occasional backup: open Backup & Restore and tap Export File. (Our iOS and Android apps back up on their own.)
How do I delete my account?
In the app, open Profile → Delete Account. It's deactivated right away and permanently erased after 30 days — log back in within those 30 days if you change your mind. The only thing kept afterward is a one-way scrambled version of your email for up to 24 months, solely to stop abuse of the free scans. For privacy requests, email privacy@skinintelligence.ai.
Plans & billing
What's free, and what's Pro?
Discover gives you 5 scans free — no card needed. Pro unlocks daily scanning, from $6.99 a month plus applicable taxes.
How do I cancel my subscription?
Open Manage Plan in the app and cancel there. You keep Pro until the end of the period you've already paid for.
Can I get a refund?
Email us and we'll take care of it — refunds follow our Terms of Service.
I subscribed but don't see Pro yet.
Give it a few seconds to activate. If Pro still isn't showing, refresh the app — or email us and we'll sort it out right away.
Scanning & results
Is this a medical diagnosis?
No. Skin Intelligence gives cosmetic appearance scores to help you choose skincare — it isn't medical advice and doesn't diagnose anything. For a medical concern, please see a dermatologist.
Any tips for a good scan?
Find even, natural light, hold your phone about an arm's length away, keep a relaxed, neutral expression, and follow the on-screen guides for the front and side angles.
My scan didn't work — was I charged a scan?
No — it won't count against your scans, so just try again in a moment.
Where you can use it
Where is Skin Intelligence available?
The United States and Canada at launch — except Illinois, Washington, and Quebec, where local privacy laws mean we're not available just yet.
Accessibility
We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA and keep improving as we build. If any part of the site is hard to use, or you'd like information in another format, email support@skinintelligence.ai with the page and a short description, and we'll put it right.