How can we help?

Most questions get answered below. If yours isn’t here, email hey@thepandu.app and a human will get back to you within a day or two.

Account

I can’t sign in

Make sure you’re using the email address you signed up with. If you used Sign in with Apple, use that same method again — an email/password account and an Apple account are separate, even if the email looks the same. If you’re still stuck, email hey@thepandu.app from the address tied to your account.

I want to change my email

Open Settings → Account → Email and follow the verification prompts. If you signed in with Apple and want to switch to a real email address, email us — we’ll migrate the account.

I want to delete my account

Open Settings → Account → Delete account. Your routine, shelf, face scans, and chat history are removed within 30 days. If you can’t reach the screen, email hey@thepandu.appfrom the address on the account and we’ll do it for you.

Subscriptions and billing

How do I cancel Pandu Plus?

It depends on where you subscribed. Bought in the app (App Store):on your iPhone go to Settings → your name → Subscriptions → Pandu → Cancel. Bought on our website (start.panducare.com):open Pandu, go to Settings → Manage subscription, and cancel in the billing portal — or email hey@thepandu.app from the address you bought with. Either way, Plus stays active until the end of the current billing period. Deleting the app does not cancel a subscription.

I bought on the website — how do I get into the app?

After paying you get a one-time link on the confirmation page and by email. Install Pandu from the App Store, then open that link: the app signs you in with no password. Lost the link? On the app’s sign-in screen tap Bought Pandu on the web? Sign in with a code, enter the email you paid with, and we’ll send a 6-digit code.

I was charged but I don’t see Plus features

App Store purchase: open Pandu and tap Restore Purchasesin Settings → Subscription. Website purchase: make sure you are signed in with the email you paid with (Settings shows it). If it still doesn’t work, email us a screenshot of the receipt and we’ll fix it.

I want a refund

App Store purchases are refunded by Apple, not by us: go to reportaproblem.apple.com, sign in with your Apple ID, find the Pandu purchase, and choose Request a refund. Apple usually replies within 48 hours. Website purchases are covered by our Refund Policy: email hey@thepandu.app within 14 days of your first payment and we refund it in full.

I have a free trial — will I be charged?

Yes, free trials convert to a paid subscription at the end of the trial. To avoid the charge, cancel at least 24 hours before the trial ends in your App Store subscription settings.

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, tap the menu in the top right, and choose Delete. Deleting your whole account removes every scan within 30 days.

How often should I scan?

Every two or three days is plenty. Skin changes slowly and daily scans mostly capture lighting noise. Aim for the same lighting and angle each time — that’s what makes the timeline meaningful.

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, hit the thumbs-down button on the message; that signal goes to us and helps us tune it.

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. Email hey@thepandu.appfrom the address tied to your account and we’ll send you a portable copy of your profile, routine, shelf, scans, and chat history within 30 days.

Do you sell my data?

No. Never have, never will. 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, email us with your iOS version and iPhone model and we’ll dig in.

A scan is stuck on “analyzing”

Pull the scan history list to refresh. If it’s still stuck after a few minutes, delete the scan and retake it — analyses are quick and you won’t lose anything important.

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? Have an idea? Email hey@thepandu.app. Real humans read every message. Screenshots and the version number (Settings → About) make it 10x faster to diagnose.

Contact

Pluh Inc.
Email: hey@thepandu.app