Mary Kay Virtual Makeover - Frequently Asked Questions

Virtual Makeover Account
Virtual Makeover Tool - Compact
Virtual Makeover Tool - General
Virtual Makeover Tool - Makeup
Virtual Makeover Tool - Hairstyles
Virtual Makeover Tool - Photo Upload

Virtual Makeover Account

Q: What do I do if I forgot my password?

If you don’t remember your Password, just enter your e-mail address or user name in the "Lost Password" section of the login screen, and we will e-mail it to you

Q: Why do I need to sign up for Virtual Makeover?

You can use the Virtual Makeover without creating a free virtual makeover account. However, when you're signed up, you can upload your photo and save up to 10 looks in the Virtual Makeover. To use these features, we need some of your basic information to identify who you are.

Q: I have registered with my Independent Beauty Consultant on her Mary Kay® Personal Web Site. Why do I need to sign up for Virtual Makeover?

When you sign up for Virtual Makeover, you create a simple, free virtual makeover account that lets you store information specific to virtual makeover, such as uploading a personal photo and saving looks.

Q: How do I cancel my Virtual Makeover account?

You don't have to take any extra steps, just don't use the virtual makeover account.

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Virtual Makeover Tool - Compact

Q: How do I fill my refillable compact in the Virtual Makeover?

Once you click on an eye color, lip color, or cheek color, it is automatically placed in your Virtual Makeover refillable compact. If you fill the compact and select additional colors, those colors will be added to a list next to your filled compact.

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Virtual Makeover Tool - General

Q: How do I use the Virtual Makeover?

Step 1: Simply upload your own photo or pick a model that has the same coloring as you.
Step 2: Then choose from a look designed by a professional makeup artist or customize a look all your own by selecting each shade yourself.
Step 3: You can forward your new look to friend and your beauty consultant, save it and print it.
Step 4: Love and buy your new look from your Independent Beauty Consultant.

Q: Why aren't the models loading?

Due to high volume traffic, sometimes instead of showing the models, only the word "Loading" will appear. In this case, simply close your browser window and open the makeover tool again.

You can also try clearing your browser's cache with the steps below:

For Internet Explorer:
- Click Tools -> Internet Options -> Delete Files -> OK

For Mozilla Firefox:
- Click Tools -> Options -> Privacy -> "Clear" next to cache.

Q: Do I need my own photo to use in the Virtual Makeover?

No, you can select from our model images and give them a virtual makeover. Simply select one that is closest to your skin tone and eye color.

Q: Do I need to install the Virtual Makeover tool on my computer in order to use the Virtual Makeover site?

No. The Virtual Makeover is a Web-based application. You can use Virtual Makeover from any computer on the Internet. It is best to use Internet Explorer 5 or higher, and you will need to have a recent version of Macromedia Flash (Flash 8 or later) installed. You can download the latest version in three minutes or less on a dial-up Internet connection.

Q: How do I get back or restore a look that I've saved?

Go to the "SAVE OR RESTORE LOOK" feature and it will display a list of all the looks you have saved. Click on the name of the look you want to restore, wait a moment and your saved look will be fully reapplied to your makeover image.

Important note:
- Allow the entire look to restore before doing anything else or it may not restore properly.

Q: How do I save a look I have created?

Go to the "SAVE OR RESTORE LOOK" feature and follow the instructions that appear under "Saved Looks".

Important notes:
- You can save a total of 10 looks.
- Your saved look does not include saving the makeover image that was used to create the look. Restoring a saved look means the colors used for that look will be applied to the current picture you have uploaded into the Virtual Makeover.

Q: Can I save my new look to my computer?

You can only save your looks within the Virtual Makeover tool. Once saved, you can always come back and view your looks or e-mail them to your friends.

If you want to be able to access your looks outside of the virtual makeover program, it is also possible to take a "screen capture" using a third-party application, and save your look as an image.

Q: How do I buy my look?

Click "Buy this look". If you are already on your consultant's Mary Kay Personal Web Site, the products will immediately add to your bag. Then you continue the checkout process. If you are on marykay.com, when you click "Buy this look", you will go to the consultant locator to find an Independent Beauty Consultant so you can shop online. Then, you will be connected to her Mary Kay Personal Web Site. You will see the items in your bag. Then you continue the checkout process.

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Virtual Makeover Tool - Makeup

Q: How do I prevent the lipstick from covering my teeth in the virtual makeover?

During the lip tracing step, you will be asked whether your teeth are showing. If your uploaded picture shows your teeth, click "yes," and you will be able to trace the teeth area. This will make sure that the lipstick does not cover them. If you clicked "no" to this question initially, you can still trace it later by choosing the "Lipstick" or "Lip Liner" features then clicking the "Retrace" button.

Q: My cheek color is not in the right place or position. How do I move it?

In the cheek color feature, you can click and drag to move the cheek color application area. Simply place the cursor over the left or right cheek area. A box highlighting the cheek color will appear. You can then click and drag the cheek color to the exact place you want.

Q: My eyeliner is not in the right place or shape. What do I do?

In the eyeliner feature, click "Retrace," and you will be taken to a screen where you can adjust the place and shape of your eyeliner.

Q: My eye color is not in the right place or position. How do I move it?

In the eye color feature, you can click and drag to move the eye color application area. Simply place the cursor above the left or right eye area. A box highlighting the eye color will appear. You can then click and drag the eye color to the exact place you want.

Q: How do I clear or remove the eye color that I have put on?

In the eye color feature, choose the application area (i.e., highlight, midtone or accent) where your makeup has been applied. Then click "Clear" to remove makeup for that area. If you've applied eye colors to all three application areas, you will need to select and clear the makeup for each area to completely remove all eye color.

Q: The size and shape of my eye color is either too big or too small. How do I change it?

In the eye color feature, you can adjust the height and width of your eye color application area by clicking on the "+" and "-" buttons. You can also change the way in your eye color is applied by choosing a different application style.

Q: How do I adjust the tracing of my eyes?

To apply eyeliner on your own photo, you will need to trace your eyes every time you upload a new photo. In Step 2 of photo upload (Cosmetics Tracing), you were asked to adjust an eye outline shape in order to trace your eyes. To return to this screen and make adjustments to your eye trace, first go to the eyeliner feature, then click the "Retrace" button. Adjust your eye trace by following these steps:

1. Drag and place the small green circles on the inner and outer corners and the top and bottom of your eyes.
2. If you need to adjust the angle of the eye trace, rotate it by clicking the rotate buttons for the left and right eye.
3. Compare your eye trace to the sample image. After you've checked to make sure you've traced your eyes correctly, click "Next."

Important notes:
- Our model photos have been retraced for you. However, you can still change the tracing to experiment with different looks.
- To undo the changes you have made, click "Reset." This will restore the tracing to its original shape.

Q: How do I adjust the tracing of my lips?

To apply lip liner on your own photo, you will need to trace your lips every time you upload a new photo. In Step 2 of photo upload (Cosmetics Tracing), you were asked to adjust a lip outline shape in order to trace your lips. To return to this screen and make adjustments to your lip trace, first go to the lip liner feature, then click the "Retrace" button. Adjust your lip trace by following these steps:

1. Click and drag the small green circles so that they are positioned on the outer corners and your top and bottom lips.
2. If you need to adjust the angle of the lip trace, rotate it by clicking the rotate buttons.
3. If your trace still appears slightly off, try selecting either the "Thinner Lip Shape" or "Wider Lip Shape" button.
4. Compare your lip trace to the sample image. After you've checked to make sure you've traced your lips correctly, click "Next."

Important notes:
- Our model photos have been retraced for you. However you can still change the tracing to experiment with different looks.
- To undo the changes you have made, click "Reset." This will restore the tracing to its original shape.

Q: My lipstick or lip liner is not in the right place or in the right shape. How do I change or fix it?

In the lipstick or lip liner feature, click the "Retrace" button. This will take you to the screens that will allow you to change the position and shape of your lipstick and lip liner.

Q: My eyeliner or mascara is not in the right place or in the right shape. How do I change or fix it?

In the eyeliner or mascara feature, click "Retrace" button. This will you take you to the screen that will allow you to change the position and shape of your eyeliner and mascara.

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Virtual Makeover Tool - Hairstyles

Q: How do I move my hairstyle?

First make sure you are in one of the "hair" features (Hairstyle, Hair Color, Highlights, Lowlights). Place your mouse over the hairstyle and then click and drag it to the desired position. For smaller movements, you can also use the up, down, left and right arrows that appear below your makeover image.

Q: How do I adjust the hairstyle size (i.e., make it bigger or smaller) to fit my face?

While you are trying on different hairstyles, if you notice that all the hairstyles you try on appear to be the wrong size (either too big or too small on your face), the correct way to adjust the size is to:
- Click the "Retrace" button.
- Check to make sure the head outline that appears on top of your image is the correct shape. If not, select a face shape outline that is a better match.
- Once you have selected the best face shape, check to make sure that the face shape outline is positioned so that your face is centered within the outline. If you need to move it, just click and drag the face shape outline to the correct position.
- Adjust the size of the face shape outline so that it properly outlines your face. Click size buttons "+" or "-" to size the face shape outline and refer to the image on the right that shows what a correctly sized and positioned face shape should look like.

While trying on different hairstyles, if you notice that most of the hairstyles appear to be the proper size and position but come across a particular hairstyle that you would like to resize, use the size buttons "+" or "-" that appear under your image to adjust it.

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Virtual Makeover Tool - Photo Upload

Q: When I try to upload my photo, I get, "The file is larger than the allowed size" error message. What does this mean?

If you tried to upload a photo which is not supported by the makeover tool, you will get the following error message:
"Your file upload has been cancelled. This file type is not allowed."

The supported photo types are: JPG, GIF and BMP. If your photo is in a different format, you can convert it to one of the supported formats with a third-party image processing software.

This error can also appear if you click the wrong file by mistake after clicking "Browse." Be sure to select a picture in the Browse window

Q: It is taking too long to upload my photo. Is there anything I can do to make it upload any faster?

The time it takes to upload your photo is dependent on three things:
- The size of the photo
- Your connection speed
- Server traffic.

The easiest way to reduce the time is to reduce the size of the photo. There are many third-party freeware and commercial applications that can help you with this. Here are some general tips:
- If your photo is in BMP (Windows Bitmap) format, save it as JPG. JPG files are typically much smaller in size.
- If the photo's resolution or dimensions are high, you should consider resizing it.
- If the photo contains many things other than your face (i.e., other people, background), you should consider cropping it.

Q: Can anyone see my personal photo?

No, your photo is stored in your own personal account which is password protected. If you want your friends to use your photo, you can give them a copy of your image file using the "E-mail Look to Friends" feature or on a CD.

Q: Do I need a scanner or a digital camera to use my personal photo?

No. You can also use a film camera and have your photo converted to digital images and saved onto a CD-ROM at your local film developer. Almost every film developer can produce your photos on a disk.

Q: How do I get my photo into my computer?

If you have a digital camera, you can take a photo with it and download it directly into your computer. Your digital camera software should have the option to save it in JPG or GIF format.

Q: How do I upload a different photo into the Virtual Makeover?

When you sign up for a Mary Kay® Virtual Makeover account, you can upload one photo. Just click the "Upload New Photo" button and go through steps to uploading your photo. When you want to upload a new photo, be sure to click on the "Upload New Photo" button that appears on the left of your photo thumbnail. If you click the thumbnail, the same photo will appear.

Q: Can you give me tips for taking better photos?

1. Start with a clean face (you can put on clear gloss to emphasize your lips and translucent powder to reduce shine, but no color).
2. Remove all accessories (scarves, hats, jewelry, eyewear).
3. Pull hair away from your face, keeping it neat and tight against your head. Wet hair down and/or wear your hair in a ponytail or use a headband to help keep hair in place.
4. The best place to take a photo to capture your true skin tone and color is outdoors on a cloudy day. If you are taking photos indoors, be sure to use bright, even lighting. Avoid shadows on the face. If necessary, blot and dust your face with powder to minimize shine.
5. Stand against a light-colored or white wall.
6. Ask your friend helping you to take your photo to stand directly in front of you and aim the camera at your face at eye level while you look straight ahead. It's best to use a digital camera that has a resolution of at least 2 megapixels. Avoid using your camera phone as most do not take quality photos. Using a good photo (well lit, posed properly and sharp) is the most important step in creating a beautiful virtual makeover.

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