SUPPORT
How Can We Support You?
Questions about your device, your order, or the app? Our team is happy to help you get the most from your SpanPrime ritual.
Chat with our team for quick answers about orders and setup.
Start a Conversation Mon – Fri, 9:00 – 18:00Open the SpanPrime app and go to My Account → Feedback to reach us directly.
See App HelpGetting Started in Four Steps.
Most questions are answered by one of these four things. Try them first.
Quick Answers.
Make sure Bluetooth is on and the controller is charged and switched on. Keep it close to your phone, then open the app and tap Add Device. If it still doesn’t appear, restart the controller and the app and try again.
Standard shipping takes 3–5 business days. You’ll receive a tracking link by email as soon as your order ships.
You can return your order within 30 days of delivery for a refund. Please contact our support team to start your return and we’ll guide you through the steps.
Yes. You can pause, change, or cancel your subscription at any time. Contact our support team before your next billing date and we’ll update it for you.
The app unlocks personalised treatment recommendations, skin tracking, and all modes. We recommend using it for the best results.
SpanPrime has a Soothing mode designed for sensitive skin. If you have a skin condition, are pregnant, or have an implanted medical device, please speak to your doctor before use.
Send Us a Message.
Tell us what’s going on and we’ll get back to you as soon as we can. The more detail you share, the faster we can help.
Enjoy free standard shipping on all SpanPrime orders.
Not the right fit? Return your order within 30 days for a refund.
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