How can we help?

Most questions get answered below. If yours isn’t here, use the contact form at the end of this page. It creates a real request in the Pandu support queue.

Account

I can’t sign in

Make sure you’re using the email address you signed up with, then use Reset passwordon the sign-in screen if needed. If you’re still stuck, use the support form with the address tied to your account.

I want to change my email

The current app does not have self-service email changes. Contact us from the existing account address and do not create a second account while the request is open.

I want to delete my account

Open Settings → Delete account. This starts removal of your routine, shelf, face scans, and saved panda messages from active application systems. If you can’t reach that screen, use the dedicated account deletion page from the address on the account.

Subscriptions and billing

How do I cancel Pandu Plus?

Subscriptions are billed through the app store where you subscribed, so cancellation happens there, not inside Pandu. Your Plus features stay active until the end of the current billing period.

I was charged but I don’t see Plus features

First, open Pandu and tap Restore Purchasesin Settings → Subscription. That usually fixes it. If it doesn’t, send us a screenshot of the store receipt and we’ll investigate.

I want a refund

Refunds are handled by the store where you subscribed, not by us. For Google Play purchases, use Google Play’s refund and support flow for the purchasing account.

I have a free trial — will I be charged?

If the store offer you accepted includes a free trial, it converts to the price and billing period shown on that checkout screen unless you cancel through Google Play before the trial ends. The exact trial length and renewal price are the ones Google Play shows before you confirm.

Face scans and skin data

Where are my face scans stored?

On our servers, encrypted, tied only to your account. We do not sell them, we do not share them with advertisers, and we do not use them for biometric identification. Details are in our Privacy Policy.

How do I delete a scan?

Open the scan from your timeline and choose Delete scan. Deleting your account starts removal of every scan from active application systems.

How often should I scan?

About once a week is plenty. Skin changes slowly and frequent scans mostly capture lighting noise. Aim for the same lighting and angle each time — that’s what makes the timeline more useful.

Routine and the AI panda

The AI panda gave me weird advice

It’s an AI — useful but not infallible, and definitely not a dermatologist. Treat its replies as a starting point, not medical advice. If something looks off, useReport issue in Settings and include the message or a screenshot.

Can I import my routine from another app?

Not yet. For now, you can add products by scanning a barcode, taking a photo of the label, or searching by name — that’s usually the fastest way to rebuild a routine.

I broke my streak. Can I fix it?

Pandu doesn’t punish you for breaking a streak — missing a day is just a day. We don’t restore streaks manually because the streak is a reflection of what actually happened, not a score.

Privacy and data

Can I export all my data?

Yes. Use the support form with the address tied to your account and choose Privacy or data request. We’ll handle the request within the legally required response period.

Do you sell my data?

We do not sell personal data. The full breakdown of who we share with and why is in our Privacy Policy.

Troubleshooting

The app crashes on launch

Try the standard three: kill the app and reopen it, restart your phone, then update to the latest version from the app store. If it still crashes, use the form below with your app version and device model.

A scan is stuck on “analyzing”

Wait a moment, then return to the scanner and try again in steady, even light. Pandu saves a scan only after analysis succeeds, so a failed attempt should not create a result in your timeline.

A product barcode won’t scan

Some labels are reflective or have damaged barcodes. Tap Take a photoinstead and shoot the front of the box — Pandu will read the name.

Bug reports and feedback

Found something broken or have an idea? Reports sent from the app include useful device context. You can also use the form below; screen name and app version make diagnosis faster.

Contact

Send a support, billing, or privacy request to Pandu’s current publisher. The reply address is used only to handle your request.