Support

Email hello@synvoraskin.com. A real person reads these, and we aim to reply within two business days.

If you’re writing about a problem with a scan, telling us your phone model and roughly when it happened helps us find it much faster.

Synvora captures on its own once it can see your face, you’re reasonably framed, and there’s enough light. You shouldn’t need to tap anything. If it’s waiting, the text on screen says what it’s waiting for.

Light is the usual cause. Face a window or a lamp rather than having one behind you. If the meter at the top reads LOW LIGHT, the countdown deliberately won’t start, because a photo taken in a dark room produces a reading we don’t trust. Shadows read as shine. A manual shutter is always available if you’d rather not wait.

Front, left and right. A lot of what matters (texture along the jaw, redness at the sides of the nose) simply isn’t visible straight on. The whole sequence usually takes about fifteen seconds.

It summarises eight separate parameters: hydration, texture, oil balance, redness, breakouts, pores, tone evenness and fine lines. It’s useful for tracking your own trend over time. It isn’t a grade, and comparing it with someone else’s isn’t meaningful.

The full breakdown describes each parameter in words rather than numbers, because “needs care” tells you what to do and “48” doesn’t. When a finding is marked as one we’re less certain about, that usually means borderline lighting — re-scanning somewhere brighter normally settles it.

Restoring a purchase: open Settings → Restore purchases. Make sure you’re signed in to the same Apple Account or Google account you originally bought with. Purchases belong to the store account, not to your Synvora login.

Cancelling on iPhone: Settings app → your name → Subscriptions → Synvora Pro. On Android: Play Store → profile icon → Payments & subscriptions → Subscriptions → Synvora Pro. Cancelling stops the next renewal; you keep access until the period you’ve paid for ends. Deleting the app does not cancel a subscription.

Refunds are handled by Apple and Google rather than by us, at reportaproblem.apple.com or your Google Play subscriptions page. If something went wrong on our side, email us and we’ll help you make the case.

Scan photos are taken only when you run a scan, sent to our servers to be analysed, and kept against your account so you can compare your progress later. They are not used to train models, not sold, and not shared with advertisers, and they aren’t used to identify you. The full detail is in our Privacy Policy.

To delete everything, open Settings → Delete account. That removes your account along with your scans, photos, routine and check-ins, and it can’t be undone. If you’d rather we did it for you, email us from the address on your account.

Forgotten your password? Use Forgot password on the sign-in screen. If the reset email doesn’t arrive within a few minutes, check your spam folder before writing to us.

It doesn’t diagnose or treat any condition, and nothing in the app is medical advice. If something on your skin is changing, painful, or worrying you, please see a doctor or a dermatologist. When a scan turns up something we think is worth a professional opinion, the app says so directly.