How can we help you?

The lifetime version is delivered as a .ccx file - check your email or order confirmation page for the download link.

1. Download the .ccx file from your order confirmation email
2. Double-click the .ccx file - Adobe Creative Cloud installs it automatically, no manual setup needed
3. Open Photoshop → Plugins → RetouchLab Skin Pro - the panel appears and you're ready

Requires Photoshop 2022+ (v23.3) · Mac or Windows · Creative Cloud app must be installed

Your key (format RL-XXXX-XXXX-XXXX) arrives by email right after purchase.

1. Download the plugin from tryretouchlab.com/download and double-click the .ccx file
2. Open Photoshop → Plugins → RetouchLab Skin Pro
3. Type your key into the activation screen and click ACTIVATE

Activation needs an internet connection once. After that the plugin works fully offline.

One licence covers one computer. Spaces, dashes and small letters in the key are all fine - we clean it up automatically.

Go to tryretouchlab.com/license, enter the email you used at checkout, and every key on your account is re-sent to that inbox within a minute. Check spam if it does not appear.

Your licence is not lost. Move it yourself in under a minute:

1. Go to tryretouchlab.com/license
2. Under New computer?, enter your key and purchase email, click Move my licence
3. Install the plugin on the new computer and activate with the same key

The old computer stops being licensed - one licence, one computer.

"Key not found" - almost always a typo. Copy the key straight from your purchase email. If it still fails, re-send your keys at tryretouchlab.com/license - you may have more than one and be mixing them up.

"Already active on another computer" - this key is in use on a different machine. Release it first at tryretouchlab.com/license (New computer?), or buy an additional licence if you want both computers working at once.

"Could not reach the licence server" - check your internet connection and try again. Activation is the only step that needs internet.

This message comes from Adobe Creative Cloud, not from RetouchLab. It appears when the Creative Cloud app is outdated or momentarily loses track of your Photoshop installation. Skin Pro supports Photoshop 2022 (v23.3) and newer, so if you have a recent Photoshop the plugin is compatible - Creative Cloud just cannot see it.

Fix 1 (usually enough):

1. Open the Creative Cloud desktop app, sign in if asked, and install any update it offers
2. Check that Photoshop appears under Installed apps
3. Quit Photoshop, double-click the .ccx file again and click Install
4. Reopen Photoshop → Plugins → RetouchLab Skin Pro

Fix 2 (always works) - install with Adobe's own installer tool. With the .ccx file in your Downloads folder, run one line:

Mac - open Terminal (Applications → Utilities → Terminal), paste and press Enter:

"/Library/Application Support/Adobe/Adobe Desktop Common/RemoteComponents/UPI/UnifiedPluginInstallerAgent/UnifiedPluginInstallerAgent.app/Contents/MacOS/UnifiedPluginInstallerAgent" --install ~/Downloads/RetouchLab_SkinPro_v2.ccx

Windows - open Command Prompt, paste and press Enter:

"C:\Program Files\Common Files\Adobe\Adobe Desktop Common\RemoteComponents\UPI\UnifiedPluginInstallerAgent\UnifiedPluginInstallerAgent.exe" --install %USERPROFILE%\Downloads\RetouchLab_SkinPro_v2.ccx

If your .ccx file has a different name, change the file name at the end of the line to match. Then restart Photoshop and open Plugins → RetouchLab Skin Pro.

Still stuck? Email us a screenshot and we will sort it out.

This usually means Photoshop needs a restart, or Creative Cloud needs to sync. Try these steps in order:

1. Fully close and reopen Photoshop
2. Check Plugins → RetouchLab Skin Pro in the top menu bar
3. If still missing - open Creative Cloud, go to Stock & Marketplace → Plugins, find RetouchLab and click Update or Reinstall
4. Restart Photoshop again

Still not showing? Email us and we'll help.

The most common cause: you're painting on the wrong layer. The brush only works on the white mask layer that RetouchLab creates when you click Run Retouch.

1. Open your photo in Photoshop
2. Open the plugin: Plugins → RetouchLab Skin Pro
3. Click Run Retouch - this creates the retouch layer with a black mask
4. Make sure the mask thumbnail (not the layer thumbnail) is selected in the Layers panel
5. Paint white over the skin areas you want retouched

The plugin will only retouch where you paint white. If there is no mask selected, the brush has no effect.