Support

Last updated: 20 September 2026

Something not working, or a result that does not look right? Write to me. One person reads every message.

The quickest way is “Contact us” in the app under “More”: it adds your app version, iOS version and an ID that lets me find your subscription without asking for a receipt. I usually reply within a few days. It helps if you describe what you did just before the problem appeared; a screenshot is worth a lot.

Common questions

My colour type seems wrong

A measurement from a selfie is an estimate, not a verdict, and light matters more than anything else. For the most reliable result: stand facing a window in daylight, not under a lamp; no make-up and no filters; cover your hair loosely with a white towel; take off glasses and hats; keep your eyes open and look straight into the camera. Then measure again under “More”, “Redo the measurement”. The Terms of Use (section 3) explain in detail what can shift the result.

I measured again and got a different type

Most people sit between two neighbouring types, and the app shows you both. If you are close to the border, a second measurement can land on the neighbour. Usually both belong to the same season, and the colours of both suit you. If the season itself keeps changing, the light is usually the reason: measure at the same window at a similar time of day.

The app says there is too much light, too little light or yellow light

The app rejects shots it cannot measure reliably. Move away from direct sunlight if there is too much, closer to a window if there is too little, and switch off lamps if the light is yellow. If the app cannot read the white of your eyes, face the window instead of standing under a light, take off glasses or a hat, and keep your eyes wide open.

A garment gets a score that seems wrong

The score depends on the light where you take the photo. Shop lighting is often warm or very bright. Fill the frame with the garment, avoid a background in a similar colour, and if you can, check it again in daylight.

I paid but the app still shows the paywall

Tap “Restore purchases” and make sure you are signed in with the same Apple Account or Google Account you used to buy. If it still does not work, write to me using “Contact us” in the app, so the ID of your purchase is included.

How do I cancel?

In the app under “More”, “Manage subscription”. Without the app: on an iPhone in Settings, your name, Subscriptions; on an Android phone in the Play Store under Payments and subscriptions. Cancelling stops the next renewal; you keep access until the end of the paid period. Deleting the app does not cancel the subscription, and neither does deleting your account.

Is there a free trial?

No. Nitido has a weekly and a yearly plan, and the full price is charged when you confirm the purchase. The example result before the paywall shows a demo face, not you.

I want a refund

Subscriptions are sold by the store, so only the store can refund them. With Apple, request it at reportaproblem.apple.com; with Google, in the order history in the Play Store. In the EU you can cancel the initial purchase within 14 days.

I want to switch from weekly to yearly

Weekly subscribers see “Switch to the yearly plan” under “More”. The store handles the switch and takes the remaining time into account.

I got a new phone

Before you change phones, tap “Save your data” under “More”: on an iPhone that links Sign in with Apple, on an Android phone Sign in with Google. On the new phone, sign in with the same account and tap “Restore from backup”. Measurement, wardrobe and outfits come back, including the photos of your garments. After linking, keep the old phone online for a moment so that all photos are uploaded: “Everything synced” under “More” tells you it is done. A garment whose photo was not backed up shows its measured colours instead. Without that link your account is anonymous and cannot be restored after the app is deleted. Apple and Google are two separate identities, even with the same email address, so a wardrobe saved with Apple does not come back through Google.

Is my selfie uploaded?

No. Your selfies are analysed on your phone and never leave it. What is backed up are numbers such as your colour type and measured colour values and, if you link your account, the photos of your garments. Details in the Privacy Policy.

How do I turn off usage statistics?

Under “More”, “Usage statistics”. From then on the app sends no more usage events.

I want my data, or I want it deleted

Tap “Delete account and data” under “More” to delete your account and everything stored with it. Cancel your subscription separately. Deleting your account explains every step and what stays. For a copy of your data, write to me.