Email us
Day-to-day questions, account issues, billing — anything. We aim to respond within one business day, sometimes the same hour.
SkinCloud is built and supported by a small team. Every email reaches someone who can actually fix the thing you're writing about.
Day-to-day questions, account issues, billing — anything. We aim to respond within one business day, sometimes the same hour.
Found a vulnerability? Please don't post it publicly. Email us with details and we will respond within 48 hours and credit your finding once it's fixed.
Subscriptions are processed by Apple. To pause, change tier, or request a refund, manage them directly in the App Store.
Open the SkinCloud app, tap Sign in, then Forgot password. You'll receive a reset email at the address registered to your account.
Important: your account password is separate from the encryption recovery code shown at signup. The recovery code is required if you lose access to all your devices and need to recover your photos. If you've lost both, the photos cannot be recovered — that is by design.
Sign in on the new device with the same Apple ID and the same SkinCloud email + password. The master encryption key syncs through your iCloud Keychain automatically; you'll see your photos as soon as the sync completes.
Make sure iCloud Keychain is enabled in iOS Settings, otherwise the new device cannot decrypt your existing photos.
Open Settings → Export my data inside the app. SkinCloud builds a single archive containing a manifest JSON of every patient, session, anamnesis, and audit-log entry, alongside decrypted JPEGs of every photo. The archive is shared via the iOS share sheet — save it to Files, AirDrop it, or attach it to an email.
Yes. Open the patient, tap Edit, scroll to Danger zone, and confirm by typing the patient label. All photos, sessions, anamnesis rows, and the underlying storage objects are removed within 30 days.
Consent links are single-use and time-limited. If the patient took too long, generate a fresh QR from the session screen. If the QR is fine but the patient's phone won't open it, check that they have an internet connection — the consent page is a normal HTTPS web page hosted at skincloud.app/consent.
Yes — the in-app Compliance pack (under Settings) generates a printable PDF describing the categories of data SkinCloud processes, the sub-processors involved, the retention periods, and the security measures, prefilled for the doctor's account. Use it as a starting point for your own Art. 30 record.
We answer every message. Average response time today is under one business day.