If the time you paid for has passed and you haven't heard anything, we want to know. Three quick checks explain most cases. If none of them explains what happened, contact us at [email protected] or via the chat. You can find all the options at skindr.com/contacteer-ons. We will then look into it.
Check these three things first
Which response time did you choose?
Five working days, 48 hours, or 24 hours. Working days do not include weekends or public holidays, so if you submitted a consultation on a Friday evening with the five working days option, you can expect a reply by the following Friday at the latest.
When did the clock start?
Only once your consultation was complete, meaning with your photos and your completed description. Not when you created your account.
Two things pause the clock on your side. If something was still missing from your consultation, it had not started. And if your dermatologist asked you for an extra photo or more explanation, they are waiting for you.
Have you looked in your consultation?
Your treatment plan is always in your consultation. We only send an email to say that it is ready, and that email may end up in your spam folder.
If you can't see your consultation at all after logging in, you may be on a different account. Read "I can't log in".
If the time has really passed
Contact us at [email protected] or via the chat and include the email address of your consultation. We will find out what happened and let you know what we are doing about it.
If we did not keep to the agreed time, we will say so too.
If your dermatologist stops replying
You asked a question within an open consultation and received nothing back.
Contact us at [email protected] or via the chat, and we will follow it up with the medical team. Do not start a new consultation and do not pay again, because you have already paid for this one.
We consider this important. If it happened to you, please let us know.