Troubleshooting
Let’s get you
back on track.
Start with what is getting in your way.
I can’t access my account
On Access your results, enter the email you used during the quiz and select CONTINUE. If you cannot continue, the app advises waiting 2 minutes and checking for typos. Use Can’t log in? or contact support if you are still stuck.
Read login help ↗ (opens in a new tab)I’m not sure which photo to use
Start with the photo preparation guide. It will walk you through what to check before a try-on.
Photo preparation →I can’t continue with my photo
If the app shows a photo or upload message, follow that instruction first. If the problem continues, tell support which screen you were on and what the message said.
Contact Support ↗ (opens in a new tab)I don’t understand my result
Read the explanation alongside your result, then use our results guide for more context.
Understanding results →Where are my hair results?
Open Face Analysis for face-shape results and hairstyle recommendations. Open Color Type (or Colortype) for suggested hair colors. If the results you expected are missing, contact support about your account.
Getting started →I have a payment or subscription question
Find a short answer in our billing FAQ, with links to the full instructions and support.
Billing & Subscription FAQ →