Support
Answers to the things people ask most, and a form that goes to a person. We usually reply within 24 hours.
Scanning
Why was my photo turned away?
Skyyn needs one real, front-facing face that fills enough of the frame to read. The usual causes are a face turned to the side, more than one person in the shot, a face that is too small or partly covered, or a photo too blurred or shadowed to read. The app tells you which it was. Retakes are free and do not use your weekly scan.
How do I take a good scan?
Face a window or a lamp so both cheeks are evenly lit. Hold the phone level with your eyes, at about arm's length. Pull hair off your cheeks and jaw. Turn off beauty filters. For scans you want to compare, use the same spot and the same time of day. The full guide to progress photos.
My scan says low confidence. What should I do?
The photo was too soft, too dim or too unevenly lit to read reliably. The score is shown with a margin and is not used to work out whether your score changed. Retake it in softer, more even light.
Why did my score go down?
Check the size of the move first. Under 5 points is within normal photo-to-photo variation and the app treats it as steady. The three reasons a score changes.
When is my next free scan?
Free accounts get one completed scan in any 7-day period. When this week's scan is used, the Scan screen shows when the next one unlocks.
Does Skyyn work with glasses, make-up or facial hair?
It will usually still score the photo, but anything that covers skin hides it from the analysis, and make-up changes what is visible. For a score you can compare from week to week, scan with a clean face and glasses off.
Account and sign-in
How do I sign in? There is no password field.
Skyyn does not use passwords. Sign in with Apple, with Google, or with your email address. For email, we send an 8-digit code that is valid for 15 minutes. If it does not arrive, check your spam folder and that the address is spelt correctly.
I took a scan before signing up. Is it saved?
Yes. Your first scan is kept for about a week and moves into your account as soon as you sign in on the same phone.
How do I change my email address?
If you signed in with email, open your account settings and choose Change Email. We send a confirmation link to the new address.
How do I delete my account?
In the app, open your account settings and choose Delete account. This erases your account and the content in it, including scans, photos, routine, shelf and Coach conversations, and cannot be undone. Cancel any subscription with Apple or Google first, because deleting the account does not cancel it. If you cannot get into the app, email support@skyyn.app from the address on the account.
Can I start again without deleting my account?
Yes, with Start over in your account settings. Start over erases your scans, photos, notes, routine, shelf, Coach conversations, recaps, share links and profile answers. It keeps your account, your sign-in and Skyyn Pro.
Subscription
How do I restore my purchase?
Open the Skyyn Pro screen and tap Restore purchases. You need to be signed in to the same Apple Account or Google account that bought the subscription, and to the same Skyyn account it was bought on.
The app says my subscription is active on a different Skyyn account.
A store subscription is tied to the first Skyyn account that used it. Sign in to that account to use Pro. If you think this is a mistake, write to us with both email addresses.
Where do I cancel, and what does Pro cost?
Both are on the pricing page.
Contact us
Use the form or email support@skyyn.app. Tell us the email on your account and what phone you use, and we can usually solve it in one reply.
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Not for medical concerns. Skyyn is a personal skincare assistant, not a dermatologist, and support cannot give medical advice. If something on your skin is painful, bleeding, changing quickly or worrying you, please see a healthcare professional.
