Help Centre
Find answers to common questions and learn how to get the most out of HerGlow.
FAQs
Common questions answered
Contact Support
Get personalised help
Privacy & Security
How we protect your data
Getting Started
1
Download the App
Get HerGlow from the App Store or Google Play Store and create your free account.
2
Take Your First Scan
Find good natural lighting, remove any makeup, and take a clear front-facing selfie.
3
Get Your Analysis
Our AI will analyse your face shape, skin type, and undertone within seconds.
4
Follow Your Glow Plan
Access your personalised morning and evening routines and start your skincare journey.
Frequently Asked Questions
How does the AI face analysis work?
Our AI uses advanced computer vision to analyse your selfie. It identifies your face shape, skin type, undertone, and unique features to provide personalised recommendations. Simply take a clear photo in natural lighting for the best results.
Is my photo data safe and private?
Absolutely. Your privacy is our priority. Photos are processed securely and are not shared with third parties. You can delete your photos and data at any time from within the app. Please see our Privacy Policy for more details.
How accurate is the skin analysis?
Our AI has been trained on thousands of images and provides highly accurate results. However, for the best accuracy, ensure good lighting (natural daylight is ideal), a clean face without makeup, and a front-facing position when taking your photo.
What is included in the premium subscription?
Premium subscribers get unlimited face scans, personalised weekly glow plans with morning and evening routines, advanced product recommendations, progress tracking, and access to all premium features.
How do I cancel my subscription?
You can cancel your subscription at any time through your device settings. For iOS, go to Settings > Apple ID > Subscriptions. For Android, go to Google Play Store > Menu > Subscriptions. Your subscription will remain active until the end of the current billing period.
Can I get a refund?
Refunds are handled by Apple App Store or Google Play Store depending on your device. You can request a refund through their support channels. We recommend trying our free features before subscribing.
Why should I scan without makeup?
Scanning without makeup allows our AI to accurately analyse your natural skin tone, texture, and undertone. Makeup can alter how your skin appears and may lead to less accurate recommendations.
How often should I do a new scan?
We recommend doing a new scan every 2-4 weeks to track your skin's progress, or whenever you notice significant changes in your skin. Your glow plan will automatically update based on your latest analysis.
What devices are supported?
HerGlow is available on iOS (iPhone and iPad running iOS 15 or later) and Android (devices running Android 8.0 or later). We recommend using a device with a high-quality front camera for the best results.
I'm experiencing a technical issue. What should I do?
First, try closing and reopening the app, or restarting your device. If the issue persists, please contact our support team at [email protected] with a description of the problem and your device information.