Frequently Asked Questions

GENERAL LIGHT THERAPY QUESTIONS

MASK & ACTIVATOR QUESTIONS

SPOT TREATMENT QUESTIONS

Answers

GENERAL LIGHT THERAPY QUESTIONS

1. How does light therapy actually work?

How do you use the product?

Light therapy gently penetrates the skin to clear acne. The blue light in the mask targets acne-causing bacteria, and the red light in the mask reduces acne inflammation. This is a clinically proven acne technology that is used in dermatologists’ offices.

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2. Is light therapy safe? Is the light UV free? Can I get burned by it? Will the light damage my eyes?

Light therapy is proven to be safe on skin and is UV free. This product does not emit harmful, hot UV wavelengths of light. The red and blue lights that make up the core of the mask’s technology are considered safe and the Light Therapy Acne Mask delivers controlled doses. In fact, light therapy has been used by dermatologists for over a decade and is a clinically proven technology.

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3. How long does it take to see results?

In a clinical study, results began in as little as one week and continued to improve over time. Best results were seen after 12 weeks of use, so we encourage you to use it daily for clearer, healthier skin!

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4. Are there side effects?

Light therapy technology is safe and clinically proven to be gentle to skin. However, discontinue use if you experience any discomfort or skin reddening or discoloration lasting for more than 24 hours.

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MASK & ACTIVATOR QUESTIONS

1. How often should I use this mask? How long do I have to wear it for? What happens if I miss a daily treatment?

For best results, use this mask every day for 10-minute treatment sessions. It will automatically turn off after your 10-minute treatment session is over. If you skip a treatment, use as soon as possible and continue use each day following. Do not use more than once a day.

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2. What can I do while wearing the mask? Can I move around while wearing the mask?

Feel free to multitask or just relax while using your mask, but do not use while sleeping, walking or driving. There is a viewing window for multitasking while using the mask.

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3. Who should use the Neutrogena® Light Therapy Acne Mask? What skin types is it best suited for?

The mask can be used on all skin types and treats mild-to-moderate inflammatory acne.

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4. My mask isn’t working. What am I doing wrong?

How does light therapy actually work?

Please ensure the following:

• Make sure the Activator is fully plugged into the mask and no metal is showing.
• Press and hold the button for a FULL second until the lights turn on.

If you’re still experiencing issues, please call our Consumer Care Center at 1-800-582-4048.

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5. Why doesn’t the mask work on severe acne?

If you have severe inflammatory acne, we recommend you see a dermatologist.

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6. How do I get more sessions/treatments after my initial 30 sessions run out? What does the number on the Activator mean?

The number on the Activator is the number of sessions you have left. Once the counter reaches 0, disconnect and discard the Activator. Keep the mask, and purchase a new Activator (sold separately) for more treatment sessions.

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7. Why do I need to buy a new Activator after 30 sessions? Can’t I just replace the batteries?

The Activator was designed to ensure that a consistent dose of light is delivered in each treatment. It provides a steady supply of energy over time, which has to be tightly controlled since the mask is a medical device. To do so, it has been programmed to power exactly 30 treatments.

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8. Is it ok to share the mask?

This device is limited to single-patient use. Please do not share the device with other persons.

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9. Does the mask come in different sizes?

No. The mask is designed to fit most teens and adults.

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10. Can I use if I am pregnant?

Do not use the Light Therapy Acne Mask if you are pregnant, may be pregnant or are nursing as the risks are unknown and have not been established.

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11. What’s the step-by-step process? Do I still need to wash my face?

1. Wash and dry your face.
2. Apply mask to face.
3. Turn on Activator by holding the button for a FULL second.
4. Use mask for 10 minutes. Mask will automatically turn off after 10 minutes.
5. Remove mask once lights turn off.
6. Follow your normal skin care routine after mask usage.

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12. What happens if I need to end my 10-minute treatment early before the mask automatically turns off?

You can turn the mask off at any time by pressing the Activator button.

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13. Does the mask work on all types of acne? Pimples? Blackheads? Whiteheads?

This mask is clinically proven to treat and reduce many types of pimples including blackheads, whiteheads and red inflammatory acne.

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SPOT TREATMENT QUESTIONS

1. How do you use the product?

My mask isn't working. What am I doing wrong?

1. Remove battery tab from bottom of device or it won’t power on.
2. Apply directly on clean skin, so light is fully surrounding pimple
3. Press and hold the power button for a FULL second until it beeps once to begin your treatment.
4. Treat for two minutes. Device will automatically turn off after two minutes. The device will beep twice to let you know your treatment is over.
5. Use three times per day until the pimple is gone.


For continued use, just replace the AAA battery by using a Phillips head screwdriver.


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2. My device won’t turn on. Any tips?

Please ensure the battery tab is removed from the bottom of the device and that you press the power button for a FULL second until the device powers on and beeps. Rapidly clicking the device won’t turn the power button on. If that doesn’t work, try changing the battery. If none of the above turn the device on, please give us a call.

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3. How often should I use this spot treatment? How long are treatments?

We recommend using this device three times per day until the pimple is gone. Treatments are two minutes. Product will beep twice and automatically turn off once treatment is complete.

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4. What happens when the light stops working? Can I swap out for a new battery or does the product need to be replaced when it runs out? How do I replace the battery?

Device is powered by one AAA battery and not limited to battery life. You will know your battery is low when the device flashes/beeps three times after pressing and holding the power button. For continued use, just swap out the battery by using a small Phillips type ‘O’ screwdriver to remove the bottom white cap. Then, pull the silver casing away from the device to access the battery. Follow the directions on the device to place the battery in the right orientation. Once battery is replaced, place the silver casing back on the device. It is important you line up the notch of the bottom white cap to the corresponding hole on the device and screw the white cap back on with your Phillips head screwdriver. The smaller of the two notches needs to align with the front side of the gray casing that has the Neutrogena® logo on it.

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5. Who should use the Neutrogena® Light Therapy Acne Spot Treatment? What skin types is it best suited for?

The spot treatment is used to treat inflammatory acne and can be used on all skin types. It’s portable, so you can use it anytime, anywhere.

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6. How do I know when my treatment session is over?

The product will automatically turn off and beep twice. Treatments last two minutes.

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7. What are the beeps I hear?

One beep indicates the device is turned on. Two beeps indicate when the treatment is over. In addition, the device will automatically turn off once the two-minute treatment is over. Three beeps indicate low battery, so please change your battery.

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8. How do I clean the device?

Clean the outside of the device whenever it appears dirty. Moisten a soft cloth with isopropyl alcohol, and clean the head of the device after each use. Do not get water or liquid inside any part of the device.

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