Support

How can we help?

A real person reads every email.

Common questions

Do I need an account?

No. There is no account, no email and no password, ever. Even cloud backup uses the iCloud or Google account already on your phone.

Where are my photos stored?

On your phone, inside the app's private storage. They are never sent to us. If you turn on cloud backup, a copy also goes to your own iCloud or Google Drive. You can copy them to your camera roll any time from Settings, then Back up and export.

How do verdicts work?

The app compares your skin check-ins before and after you start each product. Once you've ticked a product on at least 7 days, only the days you actually used it count. Verdicts only appear when there is enough of your own data to be honest. They are observations, not medical advice.

What's free and what's Premium?

Free forever: daily photos, check-ins, your routine, streaks, sharing, backup and your first verdict. Premium adds verdicts for every product, life-factor insights, trial mode, your full photo archive, watermark-free share cards and automatic cloud backup.

How do I move to a new phone?

With Premium, turn on iCloud backup (iPhone) or Google Drive backup (Android) on your old phone. On the new phone, install Sheerwing and tap Restore from a backup on the first screen. Moving between iPhone and Android? Export your data file and photos from Settings, then Back up and export.

Can you recover my backup for me?

No. Your backup lives in your own iCloud or Google Drive, not with us, so only you can reach it. That also means we can never lose it or leak it.

Subscriptions

How do I cancel?

• iPhone: open Settings, tap your name, then Subscriptions, choose the app and tap Cancel Subscription. You can also tap Manage subscription inside the app.
• Android: open the Google Play Store, tap your profile picture, then Payments and subscriptions, then Subscriptions, choose the app and tap Cancel.

Deleting the app does not cancel your subscription.

I paid but Premium isn't showing

Open the Premium screen and tap Restore purchases. Make sure you're signed in with the same Apple or Google account you paid with. If it still doesn't show, email us.

Can I get a refund?

Payments go through Apple or Google, so they handle refunds. On iPhone, ask at reportaproblem.apple.com. On Android, see Google Play's refund help.

Your data

How do I delete my data?

In the app, go to Settings, then Delete everything. It is immediate and permanent. If you turned on cloud backup, also open it in Settings and tap Delete this backup, or remove Sheerwing's data in your iCloud or Google Drive storage settings. We hold nothing, so there is nothing left with us.

Privacy questions

Read our privacy policy, or email hello@sorrelpine.com.