Support

Something not working, or a question about your skin report, your subscription or your data? Email support@appstract.studio and a human will reply, usually within two business days.

Getting started

Do I need an account?

No. Tap Begin your skin journey on the welcome screen and you can use Shyn straight away. You can sign in with Apple or Google later from Profile to save your history and move it to a new phone. Shyn has no password-based sign-in.

How does the face scan work?

Open the Scan tab and take a photo of your face in even light, with no make-up and hair off your forehead. You can also tap Choose from library to use a photo you already have. Your photo is analysed and you get a report with an overall score and twelve individual measures such as hydration, texture and redness. A clear photo of a face is required — the analysis will not run on anything else.

My scan failed or the score looks wrong

Retake it in daylight, facing the light, with your whole face in frame. Strong shadows, filters, make-up and low light all move the numbers. Scores are a cosmetic estimate from a photograph, so treat the trend over several scans as more meaningful than any single result.

Your data

Delete your scans or your whole account

Everything lives under Profile → Privacy & data. Delete all face scans permanently removes every scan photo and report, and leaves the rest of your account intact. Delete account erases everything — scans and photos, skin profile, routine, shelf, Sage history and order history. Neither can be undone. Download my data on the same screen exports a copy first. Deleting your account does not cancel a subscription billed by Apple; cancel that in iOS Settings as described below. If you would rather we did it for you, email us from the address on your account.

Who else sees my photos?

Your face photos are sent to our analysis provider to produce your scores, and to nobody else. They are never used for advertising and never sold. Sage, the in-app assistant, never receives your photos — only your profile and your scores. The Privacy Policy sets out every provider and what each one receives.

Subscriptions

What is included

Your first face scan is free. Shyn Premium unlocks unlimited scans, the full report, progress tracking and unlimited chat with Sage. Pricing is shown in the app before you buy.

Manage, cancel or restore

Subscriptions are billed by Apple, not by us. To cancel or change a plan, open the iOS Settings app, tap your name, then Subscriptions, and choose Shyn. Cancelling stops the next renewal and you keep Premium until the current period ends. If you have paid but the app has not unlocked, tap Restore purchases on the paywall.

Refunds

Refunds for App Store purchases are handled by Apple at reportaproblem.apple.com. We cannot issue them ourselves, but tell us what went wrong and we will help.

Product orders

Who am I buying from?

Products you order in the app are sold to you by Greymark Studio Limited, the Hong Kong company behind Shyn's shop. We deliver to US addresses only. We hold no stock of our own — your order is fulfilled by a US retailer and shipped straight to you, usually within a few days. Card payments appear on your statement as SHYN.APP — that is us, not a mistake. Premium subscriptions are separate and are billed by Apple.

Why is the amount on my statement higher than the total in the app?

It is a hold, not a charge. The final price is only settled when your order is confirmed, so we authorise slightly more than the estimate and then take only what the order actually came to. The difference is released by your bank, usually within a few working days. If the order could not be placed at all, the entire hold is released and nothing is taken.

Cancel an order, return something, or report a problem

Email support@appstract.studio with your order number. If it has not shipped we will cancel it and release the hold. If it has, tell us within 30 days of delivery and we will arrange the return and refund you once it comes back unopened, in its original packaging — return postage is yours if you simply changed your mind, ours if the item was faulty, damaged or wrong. Anything damaged, faulty or simply not what you ordered, tell us within 30 days with a photo and we will replace or refund it at no cost to you. For hygiene reasons opened skincare usually cannot be returned unless it was faulty. Full detail is in the Terms of Use.

Where our ingredient data comes from

Ingredient lists and safety scores come from the INCI ingredient database, which catalogues cosmetic ingredients and their published safety assessments. We match a product's list against your skin profile to work out what it means for you — the score you see is that reading, not a rating of the brand. Each analysis shows how much of the formula we could match, because a partly matched list deserves less of your confidence.

Product names, images and prices come from retailer listings. Face scans are analysed by IvyAI. None of it is medical advice, and none of it replaces a dermatologist.

Open source licences

Shyn is built on open source. The app uses React Native and Expo — including expo-router, expo-image and expo-camera — with Stripe for payments and RevenueCat for subscriptions. The API runs on Fastify with Drizzle ORM and PostgreSQL.

Each is distributed under its own licence, most commonly MIT. For the full package list and licence texts, email us and we'll send the current manifest.

Still stuck?

Email support@appstract.studio. Telling us your device model, your iOS version and what you were doing when it went wrong gets you a useful answer faster.

Contact

Email support@appstract.studio for anything, including orders.

Appstract Studio (United Kingdom) — the Shyn app and Premium subscriptions.
Greymark Studio Limited (Hong Kong) — product orders and payments.