Scan and report help
Report a label that scanned incorrectly, ask how a score was generated, or share missing product context that should be reviewed.
Support
Help for scans, reports, routines, and account questions.
This page is the public support destination for Droplet users and app reviewers. It covers product behavior, billing guidance, privacy requests, and where medical questions should be directed.
Contact support
Early Droplet support is handled through parent company Synetra Systems. Email support@synetrasystems.com for scan issues, routine questions, billing guidance, privacy requests, and account deletion.
You can also use the in-app support flow when available. When contacting support, include the email or account identifier connected to Droplet when possible so the request can be verified.
For product-decision questions, start with the Droplet Learn library for label reading, patch testing, routine order, and claim checks.
For official brand references, use Droplet Skincare and the joindroplet.com domain.
Common requests
Routine and reminders
Get help with reminder timing, generated routine steps, adherence history, skipped steps, and product placement.
Account and billing
Find guidance for App Store and Google Play subscriptions, trial questions, cancellation, account access, and plan status.
Privacy and deletion
Request deletion of reports, routine data, account data, or ask how photos and skin profile details are used.
How to get useful help
- Include the product name, brand, category, and a short description of what looked wrong or confusing.
- For scan issues, keep the original label photo or product packaging available when possible.
- For routine issues, describe the morning, evening, or night step that is unclear.
- For billing, manage cancellation and refunds through the store account that started the subscription.
Medical scope
Droplet can explain ingredients, claims, routine placement, and profile fit. It does not diagnose, treat, cure, or prevent skin conditions. Severe reactions, persistent irritation, prescription-product questions, pregnancy-related questions, or diagnosed skin conditions should be discussed with a qualified professional.
Account and data deletion
Users can request deletion of account data, scan reports, product photos, routine history, and skin profile details through in-app support or by emailing support@synetrasystems.com. Deletion requests remove eligible data unless retention is required for security, billing, legal, fraud-prevention, or dispute-resolution reasons.
Privacy requests
Users can request deletion of account data, scan reports, product photos, routine history, and skin profile details through in-app support or support@synetrasystems.com.