FAQ
FAQ
Start using Lovi
Start using Lovi
💟 First Lóvi features to try
We’d be glad to give you a detailed look at the Lovi app features!
Routine For You
Please check out an overview of product recommendations tailored to your skin’s needs! You can find the Recommended Routine For You in the Profile section or on the Today tab.
If you’d like to update your data or add more details, you can refresh your Routine formula in the same tab or in the My Skin Profile section.
Personal Daily Plan
You can find the Personal Daily Plan on the Today tab – explore skincare plans suggested by the Lovi team!
If you’re new to following a skincare routine, this plan can help you get started!
If you already have skincare rituals, the Daily Plan can assist in refreshing your routine and incorporating new practices.
We continuously update the programs for you, allowing you to try new Routine practices each day!
If you’d like to share any feedback with us, please feel free to contact us at care@lovi.care – we truly appreciate it 💜
AI Assistant
If you have any questions about skincare, we warmly invite you to try the Lovi AI Assistant!
feel free to ask about skincare recommendations;
details regarding cosmetic products;
or share any concerns you may have.
We are continuously training the assistant to ensure it provides the most up-to-date and accurate skincare recommendations for you.
Face Scanner
The Lovi AI Face Scanner analyzes your current skin quality: to help you track your progress, we suggest using the Face Scan feature every 10 days. You can compare photos week by week to see the improvements over time.
Since we quickly get used to our reflection, these comparisons can help highlight the changes you might not immediately notice.
How to perform an accurate Face Scan:
For the best results, scan in a well-lit and consistent spot.
It's recommended to do the scan without makeup for more accurate recommendations.
Keep your phone at a moderate distance from your face for optimal results.
If using a circular scanner, take your time and avoid quick head movements for better accuracy.
Product Scanner
The Product Scanner carefully analyzes product ingredients and recommends suitable alternatives that align with your skincare needs.
You’re welcome to scan products whether you’re at home or shopping!
💟 First Lóvi features to try
We’d be glad to give you a detailed look at the Lovi app features!
Routine For You
Please check out an overview of product recommendations tailored to your skin’s needs! You can find the Recommended Routine For You in the Profile section or on the Today tab.
If you’d like to update your data or add more details, you can refresh your Routine formula in the same tab or in the My Skin Profile section.
Personal Daily Plan
You can find the Personal Daily Plan on the Today tab – explore skincare plans suggested by the Lovi team!
If you’re new to following a skincare routine, this plan can help you get started!
If you already have skincare rituals, the Daily Plan can assist in refreshing your routine and incorporating new practices.
We continuously update the programs for you, allowing you to try new Routine practices each day!
If you’d like to share any feedback with us, please feel free to contact us at care@lovi.care – we truly appreciate it 💜
AI Assistant
If you have any questions about skincare, we warmly invite you to try the Lovi AI Assistant!
feel free to ask about skincare recommendations;
details regarding cosmetic products;
or share any concerns you may have.
We are continuously training the assistant to ensure it provides the most up-to-date and accurate skincare recommendations for you.
Face Scanner
The Lovi AI Face Scanner analyzes your current skin quality: to help you track your progress, we suggest using the Face Scan feature every 10 days. You can compare photos week by week to see the improvements over time.
Since we quickly get used to our reflection, these comparisons can help highlight the changes you might not immediately notice.
How to perform an accurate Face Scan:
For the best results, scan in a well-lit and consistent spot.
It's recommended to do the scan without makeup for more accurate recommendations.
Keep your phone at a moderate distance from your face for optimal results.
If using a circular scanner, take your time and avoid quick head movements for better accuracy.
Product Scanner
The Product Scanner carefully analyzes product ingredients and recommends suitable alternatives that align with your skincare needs.
You’re welcome to scan products whether you’re at home or shopping!
🧴 How Lóvi Fit Score Works
🧴 How Lóvi Fit Score Works
We’d be glad to give you a detailed look at the Lovi app features!
Routine For You
Please check out an overview of product recommendations tailored to your skin’s needs! You can find the Recommended Routine For You in the Profile section or on the Today tab.
If you’d like to update your data or add more details, you can refresh your Routine formula in the same tab or in the My Skin Profile section.
Personal Daily Plan
You can find the Personal Daily Plan on the Today tab – explore skincare plans suggested by the Lovi team!
If you’re new to following a skincare routine, this plan can help you get started!
If you already have skincare rituals, the Daily Plan can assist in refreshing your routine and incorporating new practices.
We continuously update the programs for you, allowing you to try new Routine practices each day!
If you’d like to share any feedback with us, please feel free to contact us at care@lovi.care – we truly appreciate it 💜
AI Assistant
If you have any questions about skincare, we warmly invite you to try the Lovi AI Assistant!
feel free to ask about skincare recommendations;
details regarding cosmetic products;
or share any concerns you may have.
We are continuously training the assistant to ensure it provides the most up-to-date and accurate skincare recommendations for you.
Face Scanner
The Lovi AI Face Scanner analyzes your current skin quality: to help you track your progress, we suggest using the Face Scan feature every 10 days. You can compare photos week by week to see the improvements over time.
Since we quickly get used to our reflection, these comparisons can help highlight the changes you might not immediately notice.
How to perform an accurate Face Scan:
For the best results, scan in a well-lit and consistent spot.
It's recommended to do the scan without makeup for more accurate recommendations.
Keep your phone at a moderate distance from your face for optimal results.
If using a circular scanner, take your time and avoid quick head movements for better accuracy.
Product Scanner
The Product Scanner carefully analyzes product ingredients and recommends suitable alternatives that align with your skincare needs.
You’re welcome to scan products whether you’re at home or shopping!
🫶 About my Skin Profile
Based on your My Skin Profile information, we create a personalized skincare program tailored just for you! If your skincare goals have changed, or if you'd like to update your information, you can easily do this in either of the following ways:
In the Profile tab → My Skin Profile
In the Routine Formula tab, located inside the Routine For You section.
Let us remind you that the Routine For You section is accessible from both the Profile tab and the Today tab.
If you have any other questions, feel free to contact us at care@lovi.care – we’re always happy to assist you! 💜
🫶 About my Skin Profile
Based on your My Skin Profile information, we create a personalized skincare program tailored just for you! If your skincare goals have changed, or if you'd like to update your information, you can easily do this in either of the following ways:
In the Profile tab → My Skin Profile
In the Routine Formula tab, located inside the Routine For You section.
Let us remind you that the Routine For You section is accessible from both the Profile tab and the Today tab.
If you have any other questions, feel free to contact us at care@lovi.care – we’re always happy to assist you! 💜
Subscriptions
Subscriptions
🤳 Checking Subscription Details
If you have an active subscription, you can easily manage it in the Profile tab → Subscription Management section. Please note that this tab will not appear in your Profile if you are using the free version of the app.
If you need any further assistance with your subscription, please don’t hesitate to reach out to our support team at care@lovi.care. We would be delighted to verify the details for you!
For subscriptions purchased through Apple, you may conveniently check its status in the Subscription section of your Apple ID account. For step-by-step instructions, kindly refer to this Apple Support article.
🤳 Checking Subscription Details
If you have an active subscription, you can easily manage it in the Profile tab → Subscription Management section. Please note that this tab will not appear in your Profile if you are using the free version of the app.
If you need any further assistance with your subscription, please don’t hesitate to reach out to our support team at care@lovi.care. We would be delighted to verify the details for you!
For subscriptions purchased through Apple, you may conveniently check its status in the Subscription section of your Apple ID account. For step-by-step instructions, kindly refer to this Apple Support article.
👀 How to Cancel
We’re sorry to hear you’re thinking about canceling, but we’d really appreciate it if you could share your reason for doing so. Your feedback helps us improve Lovi and make it even more helpful 💜:
Cancel a Subscription Purchased via Website:
We are pleased to provide you with three options for canceling your subscription:
Please navigate to the Subscription Management section in the app.
Please check the confirmation email containing the receipt you received at the time of purchase.
You can also send a message to our support team, and we’ll be happy to assist you within 1-2 business days.
If you're unsure which email address your subscription is linked to, please don’t worry! Just contact our support team, and we’ll gladly help you figure it out.
Cancel a Subscription Purchased via Apple ID:
To cancel your subscription, you’ll need to do so directly through your Apple ID account. You can easily follow the steps outlined on the Apple official website, or you may follow the instructions below:
Open your iPhone Settings.
Tap your Profile Name.
Select Subscriptions.
Scroll to the Lovi app and open the subscription details.
Tap Cancel Subscription.
If you don’t see the Cancel button or notice an expiration message in red, this indicates that the subscription has already been canceled.
Should you need any assistance or encounter any issues, we kindly recommend reaching out to Apple Support. You are also welcome to contact us at care@lovi.care, and we will be more than happy to assist you!
👀 How to Cancel
We’re sorry to hear you’re thinking about canceling, but we’d really appreciate it if you could share your reason for doing so. Your feedback helps us improve Lovi and make it even more helpful 💜:
Cancel a Subscription Purchased via Website:
We are pleased to provide you with three options for canceling your subscription:
Please navigate to the Subscription Management section in the app.
Please check the confirmation email containing the receipt you received at the time of purchase.
You can also send a message to our support team, and we’ll be happy to assist you within 1-2 business days.
If you're unsure which email address your subscription is linked to, please don’t worry! Just contact our support team, and we’ll gladly help you figure it out.
Cancel a Subscription Purchased via Apple ID:
To cancel your subscription, you’ll need to do so directly through your Apple ID account. You can easily follow the steps outlined on the Apple official website, or you may follow the instructions below:
Open your iPhone Settings.
Tap your Profile Name.
Select Subscriptions.
Scroll to the Lovi app and open the subscription details.
Tap Cancel Subscription.
If you don’t see the Cancel button or notice an expiration message in red, this indicates that the subscription has already been canceled.
Should you need any assistance or encounter any issues, we kindly recommend reaching out to Apple Support. You are also welcome to contact us at care@lovi.care, and we will be more than happy to assist you!
🔄 Process a Refund
If you made your purchase via our website
Our team is here to assist you with your refund! Simply reach out to us at care@lovi.care, and we’ll be delighted to guide you through the process.
We recommend verifying the email address associated with your Lovi account, or our team can help you find it 💜
For subscriptions made through Apple
You’ll need to request a refund via the Apple official website or by following these steps:
Sign in to reportaproblem.apple.com.
Tap or click "I'd like to," then select "Request a refund."
Choose the reason for your refund request, then select Next.
Select the app, subscription, or other item, then choose Submit.
If your purchase is eligible for a refund, Apple will approve the request. While we’re happy to assist you, please note that the final decision rests with Apple in accordance with their Terms and Conditions.
If your request is approved by Apple, please be aware that it may take additional time for the funds to be returned to your payment method. This timeframe can vary by bank, so we recommend checking with your bank's Customer Support for specific timelines.
🔄 Process a Refund
If you made your purchase via our website
Our team is here to assist you with your refund! Simply reach out to us at care@lovi.care, and we’ll be delighted to guide you through the process.
We recommend verifying the email address associated with your Lovi account, or our team can help you find it 💜
For subscriptions made through Apple
You’ll need to request a refund via the Apple official website or by following these steps:
Sign in to reportaproblem.apple.com.
Tap or click "I'd like to," then select "Request a refund."
Choose the reason for your refund request, then select Next.
Select the app, subscription, or other item, then choose Submit.
If your purchase is eligible for a refund, Apple will approve the request. While we’re happy to assist you, please note that the final decision rests with Apple in accordance with their Terms and Conditions.
If your request is approved by Apple, please be aware that it may take additional time for the funds to be returned to your payment method. This timeframe can vary by bank, so we recommend checking with your bank's Customer Support for specific timelines.
Troubleshooting
Troubleshooting
🐞 Report a Bug
If something isn’t working as expected, please don’t hesitate to inform our support team at care@lovi.care! We will investigate the issue thoroughly and do our best to provide assistance.
It would be incredibly helpful if you could provide more details about the issue and include the following:
A screenshot or video recording showing the issue
The device model and the current iOS version
We truly appreciate your cooperation and look forward to assisting you further!
🐞 Report a Bug
If something isn’t working as expected, please don’t hesitate to inform our support team at care@lovi.care! We will investigate the issue thoroughly and do our best to provide assistance.
It would be incredibly helpful if you could provide more details about the issue and include the following:
A screenshot or video recording showing the issue
The device model and the current iOS version
We truly appreciate your cooperation and look forward to assisting you further!
💎 Subscriptions
Why isn’t my subscription displayed in my Apple ID?
If your subscription doesn’t appear in your Apple ID account, it likely means the purchase was made through our website. Subscriptions processed this way aren’t directly linked to your Apple ID, so they won’t be visible there.
Rest assured, this doesn’t affect how the app functions. You can easily manage your subscription by reaching out to our support team, and we’ll be glad to assist you!
Will the subscription be canceled if I delete the app?
Deleting the app will not automatically cancel or refund your subscription. We recommend checking your subscription details before uninstalling the app.
If you need any assistance, please feel free to contact our support team at care@pora.ai, and we’ll be happy to help!
💎 Subscriptions
Why isn’t my subscription displayed in my Apple ID?
If your subscription doesn’t appear in your Apple ID account, it likely means the purchase was made through our website. Subscriptions processed this way aren’t directly linked to your Apple ID, so they won’t be visible there.
Rest assured, this doesn’t affect how the app functions. You can easily manage your subscription by reaching out to our support team, and we’ll be glad to assist you!
Will the subscription be canceled if I delete the app?
Deleting the app will not automatically cancel or refund your subscription. We recommend checking your subscription details before uninstalling the app.
If you need any assistance, please feel free to contact our support team at care@pora.ai, and we’ll be happy to help!
🧑 Help with Account
“I entered the wrong email”
No need to worry if you entered the wrong email! You won’t lose access to your subscription or progress data.
We can easily correct the email address for you. Simply send a request to care@pora.ai, and our team will be more than happy to assist you!
🧑 Help with Account
“I entered the wrong email”
No need to worry if you entered the wrong email! You won’t lose access to your subscription or progress data.
We can easily correct the email address for you. Simply send a request to care@pora.ai, and our team will be more than happy to assist you!
Account and Data
Account and Data
🧑 Lovi Account
Lovi Account
To begin using Lovi, you will need to create an account, which will store the following information:
All your Face Scans and Scanned Products
The skin care progress including the Personal Daily Plan updates
Products saved in “My Shelf” and “Wishlist”
Subscription Details
Log Out
Please note that when you log out, your Face Scans will be automatically deleted for privacy reasons.
However, your skincare progress data and product information will be retained in your account and will be restored upon logging back into the app!
Delete Account
If you would like to delete your account, you can easily do so within the app! Simply open the Profile section, scroll down the page, and click the “Delete Account” button.
Please be aware that once this action is taken, all your data and progress will be permanently deleted. If you decide to continue using Lovi with the same email address, it will be recognized as a new account.
🧑 Lovi Account
Lovi Account
To begin using Lovi, you will need to create an account, which will store the following information:
All your Face Scans and Scanned Products
The skin care progress including the Personal Daily Plan updates
Products saved in “My Shelf” and “Wishlist”
Subscription Details
Log Out
Please note that when you log out, your Face Scans will be automatically deleted for privacy reasons.
However, your skincare progress data and product information will be retained in your account and will be restored upon logging back into the app!
Delete Account
If you would like to delete your account, you can easily do so within the app! Simply open the Profile section, scroll down the page, and click the “Delete Account” button.
Please be aware that once this action is taken, all your data and progress will be permanently deleted. If you decide to continue using Lovi with the same email address, it will be recognized as a new account.