If you’re using the Penny app alongside your Tropic Skincare account, you may occasionally encounter issues like missing orders, contacts not appearing, or login errors.
This guide explains:
Which issues Penny Support can help with
When you should contact Tropic Skincare Support
Quick steps to fix common syncing problems
When to Contact Tropic Skincare Support
Some issues are managed directly by Tropic Skincare, not within the Penny app.
If your question relates to orders, shipping, or commissions, the Tropic team will be able to help.
Contact Tropic Skincare Support
Phone: 020 4538 7600
Support hours
Monday – Friday: 8am–7pm GMT
Saturday: 9am–5pm GMT
Sunday & Bank Holidays: Closed
You can also reach them through their contact page:
https://tropicskincare.com/pages/contact-us
Issues Tropic Support Handles
Contact Tropic Skincare if you experience:
A free item missing from your order
A missing or undelivered order
Questions about order tracking
Commission payment issues
Penny Support focuses only on questions related to the Penny app experience.
I’m Having Trouble Logging In or Verifying My Account
This usually happens when attempting to log in through the web version of Penny on a mobile device.
To fix the issue, log in directly through the Penny mobile app instead.
Download the Penny App
Once installed, open the app and log in with your Penny account.
I Can’t See an Order or Customer in Penny
If an order or contact appears in your Tropic back office but not in the Penny app, the contact details may be incomplete.
The Tropic team confirmed that contacts must include the following details to sync with Penny:
First name
Last name
Address
Postcode
How to Resync a Missing Order or Customer
Follow these steps to resend the information to Penny:
Log in to your Tropic Skincare account.
Go to My Contacts.
Select the contact you want to update.
Select Edit.
Ensure the contact has First Name, Last Name, address and Post Code, then select Save Details.
Saving the contact again triggers the system to resend the order data to Penny.
🔥 Hot Tip: This fix can also resolve:
Missing customers
Contact details that differ between Penny and the back office
Orders that do not appear in Penny
Important Notes
Only customers whose orders are delivered directly to them will have a Customer Profile Card in Penny.
Orders delivered to you for distribution appear in the Order Allocation section instead.
Customers who receive orders through manual distribution will not have a contact card in Penny.
Why Can’t I Edit a Contact in Penny?
If the contact is a customer, their information is controlled by your Tropic Skincare back office.
To update their information:
Log in to your Tropic Skincare account.
Edit the contact details in My Contacts.
Save the changes.
The updated information will automatically sync to the Penny app.
Quick Summary
If your issue relates to orders, delivery, free items, or commissions, contact Tropic Skincare Support.
If the issue relates to missing contacts, syncing issues, or logging into Penny, the steps in this guide should help resolve it.
Still stuck? Penny Support is always ready to help with questions about the Penny app experience.