Question 1

How do I create a Skindex account?

Accepted Answer

Download Skindex from the App Store, open the app, and follow the onboarding steps. You will be asked to select your role — Esthetician or Client — and verify your email address. Estheticians will also complete a license verification step before their account is activated.

Question 2

I forgot my password — how do I reset it?

Accepted Answer

On the login screen, tap "Forgot Password." Enter the email address associated with your account and we'll send a reset link. Check your spam or junk folder if it doesn't arrive within a few minutes. The link expires after 24 hours.

Question 3

Can I have both an Esthetician and a Client account?

Accepted Answer

Each Skindex account is associated with a single role. To use a different role, you will need to create a separate account using a different email address. Contact support if you need assistance transitioning your account.

Question 4

How do I connect to my esthetician as a client?

Accepted Answer

Ask your esthetician for their unique Practice Code. In the Skindex app, go to Settings → Connect to a Practice, enter the Practice Code, and submit a connection request. Your esthetician must approve the request before your portal is activated. You will receive a notification once approved.

Question 5

How does the esthetician approve connection requests?

Accepted Answer

When a client submits a connection request, the esthetician receives an in-app notification. The esthetician reviews the request in their dashboard and chooses to approve or decline. Clients cannot access the portal until approval is granted.

Question 6

Can other clients see my information?

Accepted Answer

No. Skindex is a private, scoped portal. Each client can only see information that their own connected esthetician has specifically shared or assigned to them. Clients cannot view, search, or access any other client's records, messages, or treatment data.

Question 7

Can estheticians see other estheticians' clients?

Accepted Answer

No. Each esthetician can only access records belonging to clients connected to their own practice. There is no way for an esthetician to view, search, or access another esthetician's client list or records.

Question 8

What data does Skindex collect about me?

Accepted Answer

We collect the information needed to operate the Platform: account profile, in-app messages, treatment records, photos, appointment data, connection data, push notification tokens, billing subscription status, and diagnostic data. Full details are in our Privacy Policy at skindex.app/legal/privacy.

Question 9

How do I access, correct, or download my data?

Accepted Answer

Visit skindex.app/privacy-controls to submit a data access, correction, or download request. We will respond within the timeframe required by applicable law (typically 45 days for CCPA/TDPSA, 30 days for GDPR).

Question 10

How does messaging work in Skindex?

Accepted Answer

Messaging in Skindex is private and direct between an esthetician and their connected client. No other users can read your messages. Messages are encrypted in transit. No third-party advertising platforms have access to message content.

Question 11

Can I send images in messages?

Accepted Answer

Yes. You can attach photos directly within a message thread. Photos are stored securely and are only visible to you and the person you are messaging.

Question 12

How do I manage push notifications?

Accepted Answer

You can manage notification permissions in your iPhone Settings → Notifications → Skindex. Turning off notifications will not affect your ability to send or receive messages — you will simply not receive push alerts.

Question 13

Who can see my before/after photos and progress images?

Accepted Answer

Only you and your connected esthetician can view your photos within your shared treatment records. Photos are stored on secure, encrypted cloud infrastructure and are not accessible to any other user.

Question 14

Can I delete photos I've uploaded?

Accepted Answer

Yes. Navigate to the treatment record containing the photo, tap the photo, and select Delete. Deletion is permanent. If you want all photos deleted, you can submit an account deletion request at skindex.app/account-deletion.

Question 15

Is my skin care history visible to anyone outside my esthetician?

Accepted Answer

No. Treatment notes, care plans, skin concerns, and health history notes entered in your portal are accessible only to you and your connected esthetician. No other party, including Skindex staff, routinely accesses individual client care records.

Question 16

What does Skindex cost?

Accepted Answer

Skindex offers a free tier for core functionality. Premium subscription plans are available for Estheticians who need advanced tools. Current pricing is displayed in the app under Settings → Subscription.

Question 17

How do I cancel my subscription?

Accepted Answer

Subscriptions are managed through Apple. Go to your iPhone Settings → tap your name → Subscriptions → Skindex → Cancel Subscription. Cancellation takes effect at the end of your current billing period. You retain access to your premium features through that date.

Question 18

Will I get a refund if I cancel?

Accepted Answer

Refunds are handled by Apple per their standard refund policy. Skindex does not process refunds directly. Visit reportaproblem.apple.com to request a refund from Apple.

Question 19

What happens to my data if I downgrade to the free plan?

Accepted Answer

Your data — records, photos, messages, client history — is fully retained. You lose access to premium features but nothing is deleted. You can upgrade again at any time to regain access.

Question 20

Does deleting my account cancel my subscription?

Accepted Answer

No. You must cancel your Apple subscription separately before or after requesting account deletion. Deleting your Skindex account does not automatically stop Apple from billing your Apple ID. Cancel via iPhone Settings → Subscriptions → Skindex.

Question 21

How do I delete my Skindex account?

Accepted Answer

Visit skindex.app/account-deletion, complete the form, and submit a verified deletion request. You may also email theskindexapp@gmail.com with the subject "Account Deletion Request." We will verify your identity and process the deletion within 30 days.

Question 22

What data is deleted when I close my account?

Accepted Answer

Your profile, messages, photos, treatment records, care plans, appointments, and connection data are permanently deleted within 30 days. Billing/financial records may be retained for up to 7 years as required by US tax law. Anonymized aggregate analytics that cannot be linked to you may also be retained.

Question 23

What is the difference between deleting my account and disconnecting from a practice?

Accepted Answer

Disconnecting ends your client-esthetician portal relationship without deleting your account or any records. You can reconnect to a practice in the future. Account deletion is permanent and removes all data. It cannot be undone.

Question 24

Can I recover my account after deletion?

Accepted Answer

No. Account deletion is permanent and irreversible. Once processed, your account and associated data cannot be recovered. Export your data before submitting a deletion request at skindex.app/privacy-controls.

Frequently Asked Questions

Account & Access

Privacy & Data Access

Messaging & Communication

Photos and Treatment Records

Subscriptions & Billing

Account Deletion

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