Neutrogena Skin360® Support

How to Use Neutrogena Skin360®

Continue reading for answers to our most common questions.

  • Where can I download Neutrogena Skin360® app?

    You can download the Neutrogena Skin360® app from both the App Store (click to download) and Google Play (click to download) for free, for use on both iPhone and Android devices.

  • 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 twice per day (morning & night), for the best experience.

  • What time of day should I scan my skin?

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

  • How does it work?

    Each time your skin is scanned, the Neutrogena Skin360® app leverages Neutrogena’s wealth of scientific research and expertise to analyze the results and provide you with a personalized Skin360 Score. With each 180-degree selfie, the Neutrogena Skin360® app provides an analysis of over 100,000 skin pixels over 2,000 facial attributes. The app measures a broad range of skin parameters, such as wrinkles, fine lines, dark under-eye circles, dark spots and smoothness. The skin analysis also tracks sleep, exercise and stress levels. Users can also input a self-assessment of important attributes such as moisture, clarity, tone and radiance.

Neutrogena Skin360® 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 five measurements: wrinkles, fine lines, dark under-eye circles, dark spots and smoothness. 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.

  • How many different potential product recommendation outcomes are there?

    With more than 2.5 million possible product recommendations, virtually no two routines are exactly the same. 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 Top Pick” label, which highlights the product we recommend most for you.

  • On which phones does the app work?

    The Neutrogena Skin360® app can be used on both iPhone and Android devices. The app requires access to the camera to function.

  • What happens if I buy a new phone?

    All of your data is synced to and will be accessible when you re-download the Neutrogena Skin360® app.

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

    Sometimes this happens! It’s possible that you used the app in dark lighting or did not align your face properly. Next time, try scanning in a well-lit area and adjust your face according to the instructions within the app.

  • Will the Neutrogena Skin360® app work for my skin type and tone?

    Absolutely! The Neutrogena Skin360® app was developed using more than 10,000 facial databases across ethnicities, skin types and ages (from 7-70 years old), with more than 10 types of lighting. The app was developed for all skin types and tones!

Our Technology
  • How does the technology behind the app work?

    The 180-degree selfie analysis is powered by Perfect Corp’s YouCam technology, which provides a lightning fast analysis for a broad range of skin parameters (wrinkles, fine lines, dark under-eye circles, dark spots and smoothness).

  • 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.

Account and Settings
  • What if I want to use the app 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.

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.