Support

Answers to the questions we get most. Still stuck? Email us — we reply.

Contact: poreo.app@gmail.com
Please include your iPhone model and iOS version. If you are asking about your data, add the anonymous ID shown in Settings → Contact support (the app fills it in for you) — without it we cannot find your account, because Poreo has no email or password login.

My skin score looks wrong

Scan in even, natural light with a bare face — no makeup, no filters, no direct backlight. Hold the phone at eye level and fill the frame with your face. Scores compare you against your own history, so the first few scans settle as the app learns your skin.

The report says it was estimated from my answers

That note appears when the photo could not be analysed — usually no internet, or you declined the AI processing consent. The report is then built from your quiz answers alone. Scan again on a connection to get a photo-based result.

Does Poreo work offline?

Your routine, history, progress photos and reminders work offline. The skin scan, the product scanner and the AI advisor need a connection, because the analysis runs in the cloud.

Where are my photos stored?

Progress photos stay on your iPhone and are never uploaded. Your scan selfie is sent for analysis, used to produce the result, and not stored by us. Your scores, profile, routine and product scans do sync to our servers under an anonymous ID so they survive reinstalling. Details are in the privacy policy.

How do I delete everything?

Settings → Delete account. That removes your profile, scans and routine from our systems. Progress photos are on your device, so they go when you delete them or uninstall the app.

What does Pro unlock?

The skin scan itself is free. Pro adds the daily skin score and trend, the personalised phased routine, unlimited product and ingredient scans, and progress photos. Manage or cancel a subscription in your Apple Account settings — cancelling in the app alone does not stop renewal.

How do I restore a purchase?

Settings → Restore purchases, signed in with the same Apple Account you bought with. If you subscribed with a different Apple ID, sign in with that one first.

Is Poreo medical advice?

No. Poreo is a cosmetic and informational tool. Skin scores, Skin Age and the 8-week projection are estimates, not a diagnosis. For a persistent or worrying skin problem, see a dermatologist.