Troubleshooting

What's going on with your lashes?

Tap what you're seeing and we'll walk you through the fix. Lashify isn't difficult, it's just different.

Still stuck? Text a real person.Send Concierge a photo of your lashes and we'll tell you what to tweak. Mon–Fri, 7am–4pm PT.

Text 323-543-4400

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Fix a problem

What's going on?

Tap what you're seeing for the fix, the video and what you'll need.

Your fix

Choose what you're seeing and the steps show up here.

Watch & learn

Follow along with our educators.

Tap any video to play it right here. New to Lashify? Start with Level 1 in order.

Not sure what to use? Take a 2-minute quiz
The method

Every great set follows the same five steps.

Most problems trace back to one of these. If something's off, find the step and slow it down.

1

Prep

Clean lashes and lids with Pre-Cleanse and let them dry completely. No oil, glycerin, silicones or micellar water near the lash line. Oily lids? Tap on Oil Poof.

2

Bond

Light coats, and let each one dry before the next. Multiple thin layers are how lashes stay on without damage. Follow the method made for your bond.

3

Place

Look down into your mirror. Set each Gossamer 1–2mm up from the waterline so your natural roots still show. Start a quarter of the way in, work out, inner corner last.

4

Fuse

Water Poof inside the Wandom, then clamp and fuse right on the spines. Full fuse follows your eye's curve; reverse fuse targets one lash.

5

Seal & wait

Glass about an hour later, in the Wandom or just under the lash line. Night Line for black coverage. Wait a few hours before getting them wet.

Watch each step

Bonds & sealers

Every bond has its own method.

Tack times are a guide. The real test: flutter your lashes and they feel sticky, or touch with the back of a fingernail and nothing transfers.

Whisper Light Classic

Tacky in 30 sec

Beginners and sensitive eyes. Clear and Black, dual bottle or singles (singles are for advanced users).

Frosting Method: Black through every lash, let it tack; Clear 1–2mm from the waterline, brushed upward with the Frosting Method Disposable Brush. Repeat the clear layer: the key to longevity is layering. Then apply and fuse.

Bondage

Tacky in ~10 sec

Oily lids, watery eyes, heat and humidity. Charcoflex absorbs moisture and oil.

Frosting Method with Bondage: use Bondage in place of Black Whisper Light. Use less, thin coats, comb out excess, then frost with Clear Whisper Light and apply.

Smelly Bond

Tacky in ~20 sec

Strongest, stickiest hold for lash veterans, oily lids and humid climates.

How: brush under lashes until it turns clear, dab a second layer above the roots, apply. Sealer is required. The smell fades.

Sealers & tools

Water Poof

Apply right away, best inside the Wandom, then clamp and fuse. Wipe the applicator tip first so it doesn't leave a white cast. Great for swimming, sweat and watery eyes.

Glass Finishing Coat

Apply about an hour later, in the Wandom or just underneath the lash line. Glossy, water-resistant, takes away any leftover tackiness.

Night Line

Our black sealer, best for coverage. After your final fuse, draw a thin line along the spines, keeping it away from the inner eye. Don't fuse after applying it.

Heat fusing

Re-activates your bond for extra hold. Lashicurl on 2 or 3, held at the base of your lashes for 10–15 seconds, then fuse the full map without Wandoms.

The Blow

Speeds up drying so your bond turns tacky faster, and dries lashes if they get wet. No batteries needed.

Lash mapping

Your map depends on your eye shape.

A lash map is your plan: which lengths go where, inner corner to outer. Most eyes take six Gossamers per eye (five for small eyes, seven for large).

Tips for your eye shape

Hooded

  • Longest lengths in the center.
  • Avoid strong curls (Extreme, Extra Extreme, Gemini, Fluffy FX) that hit the lid, or relax them with the Lashicurl.
  • Petit Eye wand.

Monolid

  • Open-eye maps are the most flattering.
  • Curl straight natural lashes first. Plus+ adds layers without weight.
  • Petit Eye wand.

Round

  • To enhance: length at the inner and center.
  • To elongate: length toward the outer corner.

Almond

  • Wears almost anything. Wide-set: even lengths with no long inner lashes.
  • Close-set: very short inner, longer outer.

Downturned

  • No heavy or low outer lashes.
  • Set outer fibers a little higher to lift the eye.

Upturned & deep-set

  • Upturned: go natural, softer curl at the outer corner.
  • Deep-set: skip dense styles and long lengths that tuck under the brow bone.

Not sure where to start? The Virtual AI Calibrator measures your eyelid space from a photo and suggests lengths.

Stacking

Layer Gossamers for volume and length.

Stacking is our patented method: you bond again and apply another layer of lashes underneath your set. Clear bond keeps it invisible; black gives an eyeliner look.

Volume stack

Apply and fuse your base layer. Add a little clear bond just above the base spines, let it tack, then set a second layer right on top with spines lined up. Fuse for 15 seconds.

Length stack

Want more length than you have? Draw the bond line about 2mm up from the base spine and place the top layer a little farther up. Curl or Amplify bases blend best.

Brick stack

For sparse lashes. Leave even gaps in the base layer, one lash at each corner, then set the second layer over the gaps like bricks. Start from a fresh set. Learn volume stacking first.

Aftercare

Living in your lashes.

Lashify clients wear their lashes up to 2 weeks. A little care every day is what gets you there.

Showering

Yes, you can shower. Wait a few hours after applying, then just don't touch your lashes while they're wet. Face away from the showerhead and tilt your head back to rinse your hair.

Washing your face

No splashing. Use the Black Magic Cleansing Puff or a washcloth, and an oil-free cleanser. Serums and creams are fine, just keep them off the lash line.

Makeup

Liner and shadow are fine. Mascara on bottom lashes only, so your Gossamers stay reusable. For shadow fallout, run a spoolie dipped in Pre-Cleanse over the top.

Sleeping

Wear your lashes for the day for your first 3 applications, then start sleeping in them. Back sleeping is best; a silk pillowcase or beauty pillow helps.

Workouts & swimming

Go for it. Water Poof is your sealer for sweat and pools. If a lash loosens, let it dry, then fuse.

Every morning

A quick 10-second fuse on each eye keeps everything aligned, especially after sleep or a workout.

Removal & reuse

Take them off without tugging.

Never pull lashes or pick at bond. Let the remover do the work, and your natural lashes stay healthy.

Melt Away

  1. Shake until cloudy.
  2. Soak a cotton pad and press it on closed eyes for 30–60 seconds. Don't scrub.
  3. Let the lashes slide off.
  4. Comb out leftover bond with a spoolie dipped in Melt Away.

Release

Coat the Gossamers, wait 25–30 seconds, then gently wipe away. Still stuck after 2 minutes? Add more remover. Long-wear, multi-layer sets take longer.

Before your next set

Removers leave oil behind, and oil stops bond from gripping. Prep again with Pre-Cleanse and let lashes dry fully.

Reusing Gossamers

Every Gossamer is reusable. Roll leftover bond off the spine between your fingers, clean the lashes with 90% alcohol and let them air dry completely. Store dry in a closed case.

Account, membership & Lash Cash

What's changing, and what stays the same.

Membership X has closed, your Lash Cash is now store credit, and signing in is easier. The Lash Edit is open, and a brand-new loyalty program is coming soon.

Is Membership X ending? Will I be charged again?

Yes. Membership X and X Pass have closed, and you won't be charged again. There's nothing to cancel and nothing you need to do. A brand-new Lashify loyalty program is launching soon.

I was a Membership X member. What do I keep?

You've been upgraded to Legacy BLACK. Everything stays the same until the end of the term you already paid for:

  • 15% off retail
  • 5% back as Lash Cash on one-time orders
  • Free shipping on US and UK orders of $45 or more, and international orders over $75
  • Access to The Back Room

Your end date is in the email we sent you.

I had X Pass. What happens now?

Billing has stopped, so you won't be charged again. Your perks continue until the end of the month you already paid for, and the Lash Cash you earned is yours to keep as store credit in your account. After that, you earn points on every order.

Why do I see a "BLACK" discount at checkout?

That's your member 15%, under its new name, and your total is the same as before. It shows up only when you're signed in. It doesn't combine with other discount codes and doesn't apply to items already on sale.

What happens when my membership term ends?

Your member perks stop, and you start earning 1 point for every $1 you spend. Spend $1,500 in 12 months and you're BLACK: 15% off retail for a full year.

Where is my Lash Cash?

Your Lash Cash is now store credit in your Lashify account, same amount. You can see it any time in My Account.

How do I use my store credit?

You can use your store credit at checkout: sign in, enter the amount under "Store credits to use" and tap Apply. You cannot use it to pay for the Lash Edit. Only gift cards are allowed in the Lash Edit.

My membership already ended. What happened to my Lash Cash?

If we carried your Lash Cash over, it's in your account as store credit. If you don't see what you expected, contact Concierge with the email on your account and we'll take a look.

How do I sign in now? I can't sign in.

There's no password any more. You sign in with your email and a one-time code:

  1. Go to lashify.com/account, or tap the person icon at the top of the site.
  2. Enter the email address you used for your orders or subscription. There's no password to type.
  3. Check that inbox for an email from Lashify with a 6-digit code, and enter it on the sign-in page. If you asked for more than one code, use the newest.
  4. If you normally pay with Shop Pay, you can tap More sign-in options and sign in with Shop instead.

If it still doesn't work:

  • No code arrives: check the email for typos, then look in spam or promotions and wait a minute before asking for a new code.
  • The sign-in page opened inside Instagram, TikTok or Facebook: open lashify.com in Safari or Chrome instead. Pages opened inside those apps often don't complete sign-in.
  • Old bookmark or a “Forgot password” page: ignore it and go to lashify.com/account.
  • You're signed in but see no orders or subscription: you probably ordered with a different email. Sign out and try your other email, or contact Concierge.
  • You no longer have access to that email: Concierge can update the email on your account, then you sign in with the new one. Email concierge@lashify.com, or text/WhatsApp 323-543-4400 (Mon–Fri 7am–4pm PT).

Where do I manage my Lash Edit?

Go to lashify.com/pages/my-lash-edit. Swap styles, lengths and colors, change your date, skip, pause, ship now or add bonds and care, all in one place. Edits close 24 hours before your box ships.

Still on the old subscription? Sign in and tap Move my subscription on your account page. Your lashes come with you, you keep your founder price, and you'll never pay for two boxes. If your box needs a quick fix before it can move, nothing changes: our team sorts it out first and lets you know when you're ready.

Have fewer than 4 lashes? Grow to 4 anytime: every lash you add keeps your founder price, and your box ships free in the US. If you stay under 4, from December 1 your lashes continue as an auto-refill with a smaller discount plus $8 shipping, and you can still skip, pause, swap or cancel anytime.

Want more lashes? Every lash you add keeps your founder price. Or choose a Lash Edit box of 4, 6, 9 or 12 lashes when it's the better deal. You'll see both prices side by side before you confirm, and they're never combined.

What is The Lash Edit?

The Lash Edit is our new lash membership. Choose 4, 6, 9 or 12 Gossamer® lashes ($52, $72, $99 or $120), delivered every 30, 45 or 60 days, with free US shipping on every box. Edit your lashes anytime until 24 hours before your box ships, and add bonds, sealers and tools at 10% off.

Already have a subscription? Move it in one tap: sign in to My Account and tap Move my subscription. Your lashes come with you, and you keep your price for the same number of lashes. Don't see the option to switch yet? You'll be getting an invite soon.

Have fewer than 4 lashes? You move as a 4-lash box at the price you pay per lash today. Going above 4 moves you to Lash Edit pricing.

Change to a bigger box anytime. Your box then moves to Lash Edit pricing, and depending on your lashes, that can even cost less than you pay today.

Subscriptions with fewer than 4 lashes that stay on the old plan pay a higher price from December 1, so moving is how you keep yours.

New to Lashify? See the Lash Edit.

What are points and BLACK?

Every order earns 1 point for every $1, so you get a head start on the new loyalty program. Spend $1,500 in 12 months and you're BLACK: 15% off retail for a full year.

Do I still have access to The Back Room?

Legacy BLACK and X Pass members keep access until the end of their paid term. Sign in, then visit The Back Room.

I still have questions about the changes. Who do I contact?

Concierge is here: concierge@lashify.com, or text/WhatsApp 323-543-4400 (Mon–Fri 7am–4pm PT).

Get help

Still stuck? Talk to a real person.

Our Concierge team does this every day. Text a photo of your lashes and we'll tell you exactly what to tweak.

Text or call Concierge

323-543-4400

Mon–Fri, 7am–4pm PT

Lashify Life

Tips and lash inspo from 130K+ Lashify lovers and our team on Facebook.

Join the group

Email

Application questions: lashclass@lashify.com

Orders and account: concierge@lashify.com

Learn step by step

Follow along with a Pro Educator through your first full application.