Neutrogena Skin360™ and Skin Scanner Support
How to Use Neutrogena Skin360™
  • Where can I purchase Neutrogena Skin360™?

    Neutrogena Skin360™ is a free app available for download on the iOS App Store. The app works together with the skin scanner tool to help you achieve your best skin ever. The skin scanner tool is available for purchase exclusively at www.neutrogena.com/skin360.

  • How do I prepare my skin for a scan?

    Excellent question! Your skin will scan best when it is completely clean, so we recommend washing your face and patting it dry before a scan.

  • How frequently should I scan my skin?

    We recommend scanning your skin once a week for the best experience.

  • What time of day should I scan my skin?

    Choose the best time of day based on your daily routine. It can be in the morning after you wash your face or at night after you wash your face. Try to be consistent for best results!

  • Which parts of my face do I scan?

    There are four areas on your face that you need to scan each time: your forehead, your outer eye, your cheek and your chin. This allows us to get a variety of data as each scan measures different aspects of your skin! For the best experience, we recommend scanning while looking in a mirror to get familiar with the process.

  • How does it work?

    The skin scanner tool recreates the controlled setting of a scientific laboratory around your skin, providing highly accurate images and measurements every time. It’s designed to deliver high-resolution scanning that can detect very early, subtle changes to your skin before they become apparent to the naked eye. Each time your skin is scanned, the skin scanner tool feeds data to the Neutrogena Skin360™ app, which leverages Neutrogena’s wealth of scientific research and expertise to analyze the results and provide you with a personalized Skin360 Score.

Neutrogena Skin360™ App
  • Where can I download the Neutrogena Skin360™ app?

    The Neutrogena Skin360™ app is available for download on the iOS App Store. Here’s a link to the app for download: Neutrogena Skin360™ App

  • How does the Skin360™ app work?

    Each time you use the skin scanner, the tool feeds the measurements to the app and it analyzes the results. Your result is a personalized Skin360 Score. Following your skin analysis results, the app will show how your skin has progressed over time. You’ll also receive personalized skin-care regimens, product recommendations and skin-care tips in order to improve your Skin360 scores. Within the app, you can also set skin-care goals and compare your results to other people like you using the app.

  • What’s a Skin360 Score?

    Your Skin360 Score is a personalized number that you receive each time you scan your skin. This number is generated based on three measurements: pores, lines and moisture levels. Each measurement is assigned a value out of 100, and your Skin360 Score is the average of these three values. This score allows you to understand how your skin changes over time, so you can adjust your skin-care routine.

  • Why are my Skin360 Scores inconsistent?

    Skin is a dynamic organ that constantly changes due to many factors. Inconsistent Skin360 Scores could happen for a number of reasons, including:
    • You scan your skin at different times of the day.
    • Your environment has drastically changed.
    • Your skin was exposed to the sun for a prolonged period of time.
    • Your skin was exposed to water for a prolonged period of time.
    • You tried a new skin-care product.
    • Your diet has changed.

    Don’t worry if your score varies week to week – that's normal! What’s most important is that over time you see a trend in your scores, though there may be ups and downs along the way.

  • Can I use the Neutrogena Skin360™ app without a skin scanner tool?

    The skin scanner is required to use the Neutrogena Skin360™ app. Without it, you won’t be able to use the app. You can purchase a skin scanner at www.skin360app.com.

  • How can I compare my Skin360 Score to others like me?

    In the Neutrogena Skin360™ app, press ‘Track’ on the bottom navigation bar, then select between Skin360 Score, Moisture, Pores, and Lines. Below the chart, press ‘Similar Age’ or Similar Location’ to compare to others like you.

    If there are not enough people who have downloaded the app with a similar age to you, or who live in your area, you may not be able to use the ‘Similar Age’ or ‘Similar Location’ feature. The feature will automatically unlock as more people perform scans. Please note that the ‘Similar Location’ feature requires that you grant location sharing permissions in the app.

  • How many different potential product recommendation outcomes are there?

    We have over 500,000 possible combinations for products based on both user-inputted and tool-inputted data. As more people use the app and more data points are captured, our product recommendation algorithm will improve to offer more accurate and customized outcomes for your skin needs.

  • Why am I seeing multiple products per regimen step?

    Depending on your score and personalization survey, you may see more than one product per regimen step. We understand the importance of choice, so we’ve provided options for you to choose from. To help you find the best product for your skin, look for the “Our Pick” label, which highlights the product we recommend most for you.

  • Does this product only recommend Neutrogena® products?

    At launch, yes. Johnson & Johnson has a large portfolio of beauty brands that may be integrated in the future.

Skin scanner Tool
  • Where can I buy the skin scanner tool?

    The skin scanner tool is available exclusively on www.neutrogena.com/skin360. The Neutrogena Skin360™ app is available as a free download on the iOS App Store.

  • On which phones does the skin scanner work?

    We currently support the following iPhone models:
    • iPhone 6S
    • iPhone 7
    • iPhone 7 Plus
    • iPhone 8
    • iPhone 8 Plus
    • iPhone X
    • iPhone XS

  • What if I have an Android phone?

    We hear you! We’re currently evaluating Android for a future release. To flag your interest, you can fill out the form here and we’ll contact you with any updates.

  • Do you support the iPhone XS, XS Max, and XR?

    We’re happy to report that we currently support the new iPhone XS, and are exploring support for the new iPhone XS Max and iPhone XR. To flag your interest, you can fill out the form here and we’ll contact you with any updates.

  • What happens if I buy a new phone?

    Our skin scanner tools are tailored to fit specific iPhone models. If you buy a new phone and the skin scanner no longer fits, you’ll be required to purchase a new skin scanner tool to fit your new phone. All of your data is synced to Neutrogena.com and will be accessible when you re-download the Neutrogena Skin360™ app.

  • Can I use the skin scanner with a case on my phone?

    Unfortunately, no. In order for the skin scanner to measure accurately, phone cases will need to be removed before use. The design of the skin scanner is accurate to 1/10th of a millimeter and will need to sit flush against the iPhone’s built-in camera to operate.

  • How do you charge the skin scanner?

    Each skin scanner includes a USB cable to charge the tool in any standard USB port or wall adapter. The Neutrogena Skin360™ app will notify you when it’s time to charge. Just connect the supplied USB cord to the scanner using light pressure. You may need to flip the connector if it doesn’t go in easily. The lights will illuminate when charging and go out when fully charged. We recommend removing the skin scanner from your phone before charging. If the battery is very low when plugged in, it may take a few minutes before the lights come on.

    We recommend charging your scanner with the original charger provided by Apple with your phone. It’s best to recharge the battery at least every 6 months to prolong the life of the battery. If you are not planning to use your scanner for more than 3 weeks, we recommend charging the battery fully before you put it away.

  • How long does the skin scanner battery last?

    The battery capacity is 300mAh and can last almost 500 scans.

  • Does skin scanner use UV light?

    Nope! The tool is built with high-powered white light LEDs to illuminate the skin.

  • What do the LED lights do?

    The LED lights are used to illuminate your skin so that Neutrogena Skin360™ can measure consistently from scan to scan.

  • How does the skin scanner measure moisture?

    The skin scanner uses a capacitive moisture sensor to read your skin’s moisture levels below the surface of your skin.

  • How many LED lights does the skin scanner tool have?

    The skin scanner is built with 8 LED lights, which are used to illuminate your skin consistently from scan to scan. Four of these lights are in cross-polarized configuration with the iPhone camera, which allows the skin scanner to see slightly beneath the surface of your skin.

  • Does the skin scanner work if I have a beard or facial hair?

    Our software is smart enough to detect and reject hair. That said, we recommend users with fuller facial hair avoid those areas of the face when performing a scan. For example, you may want to “Skip” the chin scan using the on-screen button. The app will use the data collected from the other parts of the face only.

  • Why didn’t the skin scanner accurately scan my skin?

    Sometimes this happens! It’s possible that you pressed the tool too hard against your skin or the circular part of the tool (the lens) wasn’t flush against your face. Next time, try pressing more gently and ensuring the lens is against each part of your skin. Another reason might be because your skin scanner needs to be cleaned. In this case, gently wipe the tool with a moist tissue or alcohol wipe.

  • Will the skin scanner work for my skin type and tone?

    Absolutely! The skin scanner is designed to work for all skin types and tones.

  • How do I clean my skin scanner?

    We recommend gently wiping your skin scanner tool with a moist tissue or cotton round, or using a dry microfiber cloth after each use. To disinfect the skin scanner, you can wipe down the part of the tool that touches your skin by moistening a cotton round with a small amount of rubbing alcohol. Make sure to remove the device from your iPhone before cleaning it.

Our Technology
  • Why can’t I just use my phone camera to take photos of my skin?

    The skin scanner uses a 30x magnification lens to see the skin closer than the human eye, dedicated lighting for consistency from scan-to-scan and moisture sensors that measure below the surface. Without this hardware, we wouldn’t be able to get a consistent detailed scan of your skin.

  • Are more features coming to the Neutrogena Skin360™ app?

    Yes, that’s the plan! Our scientists and developers are hard at work updating the app with new capabilities and experiences. We’ll notify our users when new features become available.

  • Will you be storing 30x magnification photos of my skin?

    The short answer: yes. We’re collecting information from our users in order to refine and improve our products. All data processed will be in accordance with our Privacy Policy (https://www.neutrogena.com/customer-service/privacy-security/privacy-policy.html).

  • Why am I hearing camera shutter sounds during my scan?

    The Neutrogena Skin360™ app uses advanced imaging technology that captures multiple images of each skin zone and stitches them together into a single high-resolution image for analysis. As a result, you may hear a rapid camera shutter sound during your scan. If you prefer, you can put your phone on vibrate to mute this sound. You will still be able to tell when a scan has completed as your phone will vibrate when finished.

Account and Settings
  • How long will my discount last?

    Great news! Your exclusive 25% off and Free Shipping offer will expire two years after you activate your skin scanner. This discount is valid in the Neutrogena Skin360™ app for use on any products recommended to you as part of your regimen. This discount cannot be combined with any other offer. Discount and Free Shipping can be applied to a maximum of two orders and up to 10 units of each product per calendar month. This limit will reset on the 1st of each month at 12:01 AM EST.

  • How do I use Magnifier Mode?

    Turn on "Magnify Mode" in Settings to illuminate the scanner lights and view anything with the 30x magnification lens. The scanner acts just like a microscope and allows you to explore and play in the app. Try using the cross-polarized lights to see slightly below skin's surface.

  • What if I want to pair multiple skin scanner tools to one app?

    Only one scanner can be connected to the app at a time, but if you’d like to pair a different one, just visit Settings in the app. If more than one skin scanner tool is nearby, a list will populate that allows you to select the device you want to pair. When a skin scanner is selected from the list, its lights will flash to help you identify that it is connected. Once paired to that skin scanner, the Neutrogena Skin360™ app will stay that way (even after you close the app), until you unpair from the app.

  • Why doesn’t the app see my skin scanner tool?

    Sometimes the Bluetooth® wireless technology on your iPhone or skin scanner may need to be reset. Put your iPhone in Airplane Mode for 15 seconds, then turn off Airplane mode. Now, ensure Bluetooth® is turned on. Try launching the Neutrogena Skin360™ app again.

    If you’re still experiencing issues, you can reset the skin scanner by gently inserting a small object or paperclip to depress the button on the back of the tool. When done correctly, the scanner lights will flash, indicating a successful reset. If the lights did not flash, you may need to recharge your scanner. If you are still experiencing issues after following these steps, you may contact us here.

  • How can I delete my scan data?

    We’re sad to see you go! To delete your scan data (including images, selfies, and measurement data) from the Neutrogena Skin360™ app, go to Settings > Pair/Unpair and press “Delete All Scan Data.” Note: This cannot be reversed.

  • What if I want to use the skin scanner on someone else?

    That’s not a problem! Before you scan, go to Settings and enter “Guest Mode.” This will ensure that none of your friend’s score data is saved to your personal history.

  • If I bought the skin scanner as a gift, will my recipient still receive their 25% off and Free Shipping discount?

    Yes! When your recipient connects the skin scanner to the Neutrogena Skin360™ app for the first time, the discount will activate on their Neutrogena account.

  • If I sell my skin scanner tool, will I lose my discount?

    Yes. If you sell your skin scanner tool, the 25% off and Free Shipping discount will no longer apply to your Neutrogena account. The discount will be transferred automatically to the new user of the skin scanner, with the discount expiration being two years from the date the skin scanner was originally activated.

Still Need Support? Contact Us.

For help with Neutrogena Skin360™, please send us a message or give us a call at 1-888-984-2464.