Customer Support FAQ's

I need to download AcneTRAC® again.
You will need to find the email that was sent to you initially when you purchased your subscription. If you have lost that email, please contact us by phone at (800) 755-9005.


Where is my prescription?
Mac and PC users must use Adobe Acrobat Reader to view AcneTRAC® Treatment Plans. You need to click on the paperclip icon to view the attachments. Simply click on the link to download Adobe Acrobat Reader:


How do I uninstall and/or reinstall AcneTRAC®?
First, you must have an internet connection to install and use AcneTRAC®.

To uninstall right-click somewhere in the app to bring up the uninstall option. Then simply uninstall the application.

To install AcneTRAC®, you will need to find the email that was sent to you initially when you purchased your subscription. If you have lost that email, please contact us by phone at (800) 755-9005.


My credit card expired and/or is no longer valid.
Please contact us at (800) 755-9005 or simply visit your dermatologist's web site and purchase a new subscription. Your current Patient Code will remain the same.


How do I update my personal information and preferred pharmacy.
Simply launch AcneTRAC® and use the Account button to modify or change any personal contact information and/or your preferred pharmacy.


I want to cancel or change my subscription.

You may cancel your AcneTRAC® Subscription at any time after your initial registration. To cancel or temporarily suspend your monthly subscription, you may call (800) 755-9005 or complete the Cancel/Change Subscription link below before the expiration of your then-current monthly subscription term to enable us to process your cancellation request.

If we receive your cancellation request after such time, your subscription will end on the next monthly subscription term. If you cancel and then desire to reactivate your monthly subscription, you will be required to pay a reactivation fee of $29.95.

If a refund is granted, it is performed instantly. However it may take 5 days for your bank to process the refund (with some banks this can take up to a week).


I am not receiving an email from my doctor.

Please check your junk mail folder or sometimes referred to as your junk/spam folder. You will want to make sure that your junk/spam filter is not blocking emails from your dermatologist.


How do I take photos for AcneTRAC®?

It is not that hard, but it does take some practice. Click the link below to download the PDF document: AcneTRAC® Photo Kit Instructions


How do I replace my photo board if it is damaged or lost?
If you damage or lose your photo board you will have to purchase a new one. You can buy one at your local stationary store e.g. Office Depot, Staples, etc. Make sure you purchase a 36" tall x 48" wide BLACK poster board.

Installing AcneTRAC®

Follow these basic instructions:




Have your 10-digit Patient Code ready. This was given to you at the AcneTRAC® Seminar & Screening or office visit. If you have lost or misplaced it, please contact your dermatologist to obtain it.




Visit your dermatologist's web site to access the AcneTRAC® Subscription Form.




After you purchase a subscription, You will receive an email with instructions on how to install AcneTRAC® on your computer.




If your computer does not have Silverlight insatalled, you will be prompted to install it first. Mac users are required to manually download and install it. Download Silverlight

PC Users: After the installation, you will notice an icon on your desktop. Double click the icon to launch AcneTRAC®.

MAC Users: The application will be saved to your Downloads folder by default. You may choose a different location if want e.g. Applications folder. When you double click on the AcneTRAC® Application icon you will be prompted to open via the internet. It is recommended that you place the AcneTRAC® application in your Dock to make it easier to access.




If your computer does not have Adobe Reader insatalled, Please visit the link below to download it for free. Adobe Reader is required to view Treatment Plans. Both Mac and PC users are required download and install it. Download Adobe Reader




The first time you install AcneTRAC®, you will need to activate your account. Simply click the "Activate Now" link to complete the form then press OK to login. You must enter the patient’s name and email address you gave at the AcneTRAC® Seminar & Screening. You must have an active internet connection to use AcneTRAC®.




Read and accept the Terms of Use.




Answer the eligibility questions.




Enter the patient’s information. Enter the parent or legal guardian information (if patient is under the age of 18). Enter your preferred pharmacy information. You can always modify or update this information in the future.




Send your first AcneTRAC® Journal!