Get back to your look.
Most issues start with selfie light, a slow AI request, or purchase restoration. The checks below solve those without putting your photo or purchase details into a public forum.
Contact support
Email info@tepesoft.com with your app version, iOS version, and what you expected to happen. Screenshots are optional. Please do not attach a selfie unless it is necessary to explain the issue.
The selfie check does not pass
- Face a window or soft front light. Avoid a bright window behind you.
- Keep the camera at eye level with your full face visible.
- Remove color filters and beauty effects.
- Relax your expression and keep hair away from the eyes and cheeks.
A clear baseline makes placement and shade-family advice more useful.
An AI preview is taking too long
Keep the app open and allow up to two minutes on a stable connection. A failed request does not consume a free preview. If it fails twice, try a smaller JPEG or PNG and include the displayed error in your support email.
The preview changed too much
Reduce the affected intensity control, choose a lighter preset, or use Undo. Keep "preserve freckles" and "preserve texture" enabled. AI previews are planning references; they should not be treated as an exact product or foundation match.
Restore a subscription
Open the Pro screen and tap Restore Purchases while signed in to the same App Store account used to buy the subscription. You will not be charged again. If Apple shows an active subscription but Pro stays locked, email support with the error text - never send payment-card details.
Delete selfies and saved work
In the app, open the Studio menu, choose Privacy & support, then Delete all looks and selfies. This removes baseline selfies, generated previews, recipes, and projects from the iPhone. Purchases are not affected.
Cosmetic safety
Use clean hands and tools, follow each product's directions, avoid sharing eye cosmetics, and stop after irritation. Halloween accents are visual plans only: use cosmetics approved for the exact area, and never use craft glitter near the eyes.