If you are unable to connect to the SkinAI features in the Philips Lumea app, follow the troubleshooting steps below to resolve the issue:

• Check that your Philips Lumea device is a S9900 model. You can find your model number on the packaging provided with your device. The SkinAI features are only compatible with the Lumea S9900.
• Unlock the SkinAI features by following the instructions in the Lumea app. This process includes scanning the QR code on the handle of your Lumea.
• Make sure that your internet or WiFi connection is stable. We recommend connecting your mobile device to a strong WiFi or internet connection to take full advantage of the SkinAI features.
• Ensure that your mobile device is compatible with SkinAI features. While most modern iOS and Android devices are compatible, a small number of devices may be unsuitable.
• Visit the App or Google Play Store and make sure that you have the latest version of the Philips Lumea app installed. Only the latest version will allow you to take full advantage of the SkinAI features.
• Wait and try again a little later. Sometimes our servers go through routine maintenance causing the features to be offline for a short period.

If these solutions do not help you and you are unable to access the SkinAI features, please contact us.

The information on this page applies to the following models: BRI953/02.