Last updated: 2026-09-04
Something not working, or a question about your account? Write to us. A small team reads that inbox, so plain words work better than a formal bug report.
Get in touch
Email dermoshelf@gmail.com
We read every message and normally reply within a few working days. Telling us the device, the app version and what you did just before the problem saves a round trip.
Frequently asked
- My scan came back with no result. Why?
- Usually one of four things: the product isn't in our catalogue yet, the source page has no ingredient (INCI) list, the label photo was blurry or cropped, or the daily free allowance ran out. Scanning the barcode instead of the label, or pasting the product link, is the quickest fix. If it still fails, send us the link or a photo and we'll add the product.
- A verdict looks wrong to me.
- Verdicts come from your profile and the published ingredient list, and both can be out of date. Use “Request human review” on the result page, or email us the product — corrections to the catalogue go live for everyone.
- How do I manage or cancel Pro?
- Where you bought it is where you cancel it. On iOS: Settings → your name → Subscriptions in the App Store. On Android: Google Play → Payments and subscriptions. For web purchases: the billing page inside DermoShelf. Cancelling stops the next renewal; Pro stays active until the period you already paid for runs out. Refunds for store purchases are decided by Apple or Google, not by us.
- I restored a purchase but Pro is still off.
- Make sure you are signed in with the same store account you bought it with, then use the restore option on the paywall. If it still doesn't unlock, email us the store receipt and we'll look.
- How do I delete my account?
- From Profile → Delete account inside the app, or by email if you can't reach the app. There is a 30-day window during which signing in again brings the account back. The account deletion page explains the whole timeline.
- How do I get a copy of my data, or withdraw consent?
- Profile → Download my data exports everything in JSON. Skin-profile consent is switched off in Profile → Privacy. The privacy policy lists every right you have and how to exercise it.
One thing we can't help with
DermoShelf is a shopping decision aid, not a medical service. We can explain how a verdict was produced, but we can't diagnose a skin condition, judge a reaction you are having, or tell you whether a product is safe for your pregnancy. For that, please talk to a pharmacist or a dermatologist.