Flarewell · Support

How can we help?

Support for Flarewell - Rosacea Tracker. Most questions are answered below, and you can always email us directly.

Contact support

customer-care@velorahealth.io

Email us about anything: billing, a bug, a feature request, or your data. Please include your device model and iOS version so we can help faster.

We typically reply within 1-2 business days.
Subscriptions & billing

Flarewell is free to use, with an optional Flarewell Premium subscription. There are two plans:

Flarewell Premium Monthly: billed every month, with no free trial
Flarewell Premium Yearly: billed every year, with a 7 day free trial for eligible new subscribers

Prices are shown in the app before you subscribe and vary by country.

Where to find Flarewell Premium in the app: Tap any Premium prompt, for example on the Insights tab, the export button on the Report tab, or in the scanner once your free scans are used, to open the subscription screen, where you can choose the Monthly or Yearly plan.

Manage or cancel your subscription

Restore a previous purchase (e.g. on a new device)

Payment is charged to your Apple ID at confirmation of purchase. Subscriptions renew automatically unless cancelled at least 24 hours before the end of the current period. All payments and renewals are handled by Apple through your Apple ID. Refund requests are also handled by Apple: visit reportaproblem.apple.com.

Your data & privacy

Your logs, photos, scanned products and treatments are stored only on your device. There's no account, no iCloud sync and no analytics. Ingredient labels are read and checked on your phone. The one thing the app sends on its own is an approximate location, to Apple WeatherKit or to OpenWeather if WeatherKit is unavailable, to look up the weather. Never your health data.

To remove your data, delete the app from your device. You can export a PDF report from the Report tab or share a single scan result, and both are sent only where you choose. For full details, see our Privacy Policy.

Troubleshooting

Weather or UV isn't loading

Flarewell needs location access to look up weather. Go to Settings → Flarewell → Location and set it to "While Using the App", then make sure you have an internet connection.

I can't take a photo

Go to Settings → Flarewell and allow Camera. Choosing a photo from your library needs no permission, because Apple's photo picker only passes Flarewell the photos you select.

Sleep from Apple Health isn't showing

Turn on Apple Health in Flarewell's Settings and allow Sleep when asked. The suggestion appears on the Today screen when you haven't logged sleep yet and Apple Health has sleep recorded for last night. You can check access in the Health app under your profile, then Apps.

I subscribed but Premium is locked

Open the Premium screen and tap Restore purchase while signed in with the Apple ID you subscribed with.
Frequently asked

Where do I find the Premium subscription?

Tap any Premium prompt inside the app, for example on the Insights tab, the export button on the Report tab, or in the scanner once your free scans are used. That opens the subscription screen with the Monthly and Yearly plans and their prices in your currency.

What is free, and what does Premium add?

Free: 3 ingredient scans, every scanned product and your reaction saved, unlimited daily logging, weather, your starting trigger profile, a two-week trend summary, your top trigger insight, treatment and cycle tracking, and up to 2 active shelf products, with prescriptions not counted. Premium adds unlimited scans, which ingredients your irritating products share, scan results checked against your own logs, full insights from your own log, personal explanations on the Today screen, the weekly recap, the PDF report and an unlimited shelf.

Which scans count towards the 3 free scans?

Only new products whose label was actually read. Trying the example list, adding another photo to a product you already scanned, fixing its ingredients text, or a photo that couldn't be read as an ingredients list don't use one.

Does Flarewell use iCloud or sync between devices?

No. Flarewell has no iCloud sync and no server, so your data stays on the iPhone where you entered it.

Why does Flarewell need my location?

Only to look up the weather and UV index. An approximate location is sent to Apple WeatherKit, or to OpenWeather if WeatherKit is unavailable, never your health data. You can decline and still use the rest of the app.

How do I get a good read of an ingredients label?

Fill the frame with the ingredients list, not the front of the pack. Use even light with no glare, and tilt the bottle away from overhead lights. On a curved bottle, take one photo per side: they are read as one list.

What if an ingredient name is misread or missing?

Open the result and tap Does this match your label? to compare the list with the pack. If something is wrong, tap Fix the list and correct it, or add a photo of the part that was missed. Fixing the list doesn't use a free scan.

Can I check a product before I buy it online?

Yes. In the scanner, tap Paste ingredients, then select the whole ingredients list on the shop's website, copy it and paste it in. One ingredient per line or separated by commas both work.

What do the colour groups in a result mean?

Best avoided: commonly triggers flushing, stinging or irritation in rosacea. Use with care: fine for many people, a problem for some, so patch test. Good for rosacea: evidence suggests it calms or protects reactive skin. Good to know: sounds worrying but is usually fine. Ingredients are listed from most to least, so one near the top is present in a larger amount.

How does marking products as fine or irritating work?

On a scanned product, choose Fine for me, Irritated my skin or Haven't tried. Flarewell then looks for ingredients your irritating products have in common that don't appear in the products that were fine for you, and points them out when a new scan contains one. With only one irritating product, mark a product that was fine too so ingredients can be ruled out. Seeing which ingredients they are is part of Premium.

Is a scan result medical advice?

No. It is general guidance about ingredient types commonly reported to irritate rosacea-prone skin. Everyone's skin reacts differently. Patch test anything new first: a small amount on your jaw or behind your ear for 3 to 5 days before using it on your face.
Still need help?

Email customer-care@velorahealth.io and we'll get back to you within 1-2 business days. You can also review our Privacy Policy and Terms of Use.