If the screen freezes on the last step of your payment, do not pay again straight away.
First check whether the payment went through after all
Close the app completely and open it again. Look at your consultations. Sometimes the payment did succeed and only the screen froze.
Check your banking app to see whether the amount has left your account.
If your consultation is there and the amount has been debited, your dermatologist already has it. You do not need to do anything else.
If the payment really did not go through
Update the app in the App Store or Google Play.
Try to pay again.
If it still does not work, delete the app and install it again. Your account will not be lost. Then try to pay once more.
If you see the amount twice
This is often a temporary hold rather than a second payment. It disappears automatically after a few working days, depending on your bank or card issuer.
Do you have questions, or does the amount appear twice on your account? Contact us via [email protected] or the chat. You can find all the options at skindr.com/contacteer-ons. Please include the email address of your Skindr account, and we will check what is registered on our side. If you were genuinely charged twice, we will refund you.
A double payment for the same consultation is the only case in which you receive a genuine refund instead of a voucher. Read "I see a double charge".