How to reach us
A person reads every message. Pick whichever route suits the problem — they all reach the same team.
- Support email — support@barette-ai-app.com, for anything to do with the app, an order, a booking or the device.
- Contact form — on this website, if you would rather not open your mail app.
- In the app — Profile → Help & support, which answers the common questions and puts you through to us.
- Privacy and data — privacy@barette-ai-app.com.
- Safety and abuse — safety@barette-ai-app.com.
- Post — Barette AI LLC, 3320 Treble Ct, Charlotte, NC 28262-2058, United States.
What to include
The first reply is much more useful when a message has:
- The email address on your Barette account.
- What you expected to happen, and what happened instead.
- The screen you were on, and a screenshot if you have one.
- Your app version and your phone model.
- The order or booking reference, for anything about a purchase.
Never send us your password. We will never ask for it.
Response times
| Kind of request | First reply |
|---|---|
| Child safety report | Same day, ahead of everything else. |
| Account access or security | 1 working day. |
| Order or booking problem | 1–2 working days. |
| Deletion or data request | 3 working days to confirm; completed within 30 days. |
| Bug report or general question | 2 working days. |
Common questions
I cannot sign in
Use the Forgot password link on the sign-in screen. If the reset email does not arrive within a few minutes, check your spam folder, then write to us — sometimes an account was opened with a different address than the one you remember.
My scan result looks wrong
Retake the photo in daylight, filling the frame with hair rather than face, and hold still. If the result still looks off, send us the scan reference — bad results are how we improve the model. Remember that a Barette analysis is cosmetic guidance, not a medical diagnosis.
An order has not arrived
Products are sold and delivered by independent stores. Message the store from the order screen first; if you get nowhere, write to us and we will chase it. See the refunds policy.
The device will not pair
Charge it over USB-C until the indicator settles, make sure your phone is on the 2.4 GHz band of your Wi-Fi, and restart the pairing from Profile → Devices. If it still fails, tell us the firmware version on the pairing screen.
I want to delete my account
Use the form on the deletion page — it works whether or not you still have the app installed.
Accessibility
We want Barette usable by everyone, at any age and on any device. This website is built to WCAG 2.1 AA contrast, works from the keyboard, and stops animating when your device asks for reduced motion. The app is held to the same target, and where it falls short we would rather hear about it: write to support@barette-ai-app.com and we treat accessibility reports as bugs, not suggestions.
Reporting a security issue
Found a vulnerability? Write to privacy@barette-ai-app.com with the steps to reproduce it. Please give us a reasonable window to fix it before publishing, and do not access or modify anyone else's data while testing. We will not pursue researchers who act in good faith.
Contact us about this policy
Write to privacy@barette-ai-app.com for anything on this page, or use the contact form. Postal mail reaches us at Barette AI LLC, 3320 Treble Ct, Charlotte, NC 28262-2058, United States.
We answer every message from a person, not a template, and we aim to do it within two working days.