Support

Troubleshooting

• The app says my iPhone isn't supported

  Facet needs a front TrueDepth camera — the same hardware that powers Face ID. Models without it (iPhone SE, base iPhone 11–17, iPads) can't complete a scan.

  Supported iPhones:

  • iPhone X, XS, XS Max
  • iPhone 11 Pro, 11 Pro Max
  • iPhone 12 Pro, 12 Pro Max
  • iPhone 13 Pro, 13 Pro Max
  • iPhone 14 Pro, 14 Pro Max
  • iPhone 15 Pro, 15 Pro Max
  • iPhone 16 Pro, 16 Pro Max
  • iPhone 17 Pro, 17 Pro Max, iPhone Air

  If you have one of these and still see the message, force-quit the app and reopen. If it persists, email info@rencix.com with your exact model.

• The scan won't start or "no face detected"

  Three things to try, in order:

  1. Camera permission. iOS Settings → Facet → Camera → allow. Without this, the front camera can't open.
  2. Lighting. Stand facing a soft, even light source — window light is ideal. Harsh overhead light, backlight, or a dim room all confuse the sensor.
  3. Distance and angle. Hold the phone about 30 cm (12 in) from your face, eyes level with the camera. Glasses, hats, hair over the brow, or a strong side angle can prevent face capture.

  If none of that works, restart the iPhone — the TrueDepth sensor occasionally needs a reset. Still stuck? Email us with your iPhone model and iOS version.

• The scan failed partway through

  Mid-scan failures are usually one of:

  • Movement — hold the phone steady, eyes forward, neutral expression
  • Sudden lighting change (someone walked past a window, a screen lit up nearby)
  • Face left the frame — the camera needs your whole face visible the whole time

  Try once more in the same spot. If it keeps failing in the exact same place, that's worth telling us about — email info@rencix.com.

• My score looks different from last time

  Small variations between scans are normal. Lighting, distance, angle, expression, and even skin hydration that day all affect what the on-device model sees.

  To get the most consistent reading: scan in the same spot, same light, same time of day, with a neutral expression and no glasses. Two or three back-to-back scans will give you a feel for your natural range.

  Larger jumps (more than a few points) usually mean something changed in how you scanned, not in your face. If you think the score is genuinely wrong — e.g. it dropped 20 points with no change in conditions — let us know.

• The app crashed or froze

  Force-quit and reopen first — that fixes the majority of one-off issues.

  If it keeps happening, please email info@rencix.com with:

  • iPhone model and iOS version (Settings → General → About)
  • What you were doing when it crashed (during a scan, on the home screen, etc.)
  • Whether it happens every time or just sometimes

  If you have iOS share-analytics turned on (Settings → Privacy & Security → Analytics), Apple may also forward the crash report to us automatically — that helps a lot.

• How do I delete my data?

  Open Facet → Settings → "Delete account & data". One tap, one confirmation, everything gone:

  • All locally stored scans, scores, routines, and preferences are wiped from your device
  • Keychain entries are removed
  • Your anonymous backend record is deleted within 7 days

  You can also just delete the app from your iPhone — local data goes with it. To make sure the backend record is removed too, use the in-app delete first.

• Can I restore my history on a new phone?

  Not directly — Facet has no accounts, so there's nothing on a server to restore from. Your scans live on the device that made them.

  If you restore your new iPhone from an iCloud or device-to-device backup of the old one, Facet's local data comes across with everything else. A fresh install on a new phone starts from scratch.

  This is a deliberate trade-off: no accounts means no passwords to lose, no facial data on our servers, and no privacy risk. The cost is that history doesn't migrate without a full device backup.

• Wellness routines — can I trust them?

  The routines (skincare, sleep, exercise) are general wellness suggestions, not medical advice. They're designed to be safe and useful for most adults, but Facet is not a doctor or dermatologist.

  If you have a medical condition, are pregnant, have a history of body-image concerns or an eating disorder, or you're starting something new that involves diet or intense exercise — talk to a healthcare professional first.

  Full disclaimer in our Terms of Service.

• Reporting a bug or suggesting a feature

  Email info@rencix.com. The more specific, the better — "the scan button does nothing on iPhone 14 Pro running iOS 18.4" is something we can act on.

  We read everything. We can't promise every feature gets built, but every report shapes what we work on next.

• GDPR, CCPA, or other data rights

  If you're in the EU, UK, or California, you can access, delete, port, or object to your data at any time. Since nearly all data is on your device, you already have direct control — use Settings → "Delete account & data" inside the app.

  For anything else, email privacy@rencix.com with the subject "Data protection request". We respond within 30 days.

  Full detail in our Privacy Policy.

Related

• Help & FAQ →
• Privacy Policy →
• Terms of Service →