The singer faced backlash after it appeared as though she wasn’t actually using the brand’s products in a clip on TikTok

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Neutrogena is responding to backlash over a “post show routine” video Tate McRae shared on TikTok.

The singer, who performed at the Osheaga music festival on Aug. 1 before hopping on a plane to head to Chicago for Lollapalooza, shared the video of her getting-unready process that featured three Neutrogena products. McRae was named a global ambassador for the brand in early 2025.

During McRae’s routine, as she applied the makeup wipes, it appeared as though she had her fingers between the wipe and her skin. When she followed that step with moisturizer, the video only showed her putting it on her cheeks. She completed her regimen by placing patches under her eyes, but she still had visible eye makeup on, which commenters also noted.

The post had drawn 1.1 million likes by Friday, Aug. 7. In the comments section, people called out the Grammy nominee for not properly using the products in the sponsored content, and many questioned how or why the brand approved the video before it was posted. PEOPLE reached out to Neutrogena and a rep for McRae at the time for comment but didn’t immediately hear back.

On Thursday, Aug. 13, the brand responded to the criticism with a video shared to Instagram. In it, a person speaks to the camera through a filtered image of the Neutrogena makeup wipes. “It’s time to come clean,” was written over the video.

“Hey. Wow, I’ve been off the grid. Little digital detox after a big festival weekend,” the animated makeup wipes began. “You know the one, wink wink. And I checked my phone to see 9 million notifications from you guys, thank you.”

“I see you, and I hear you, girl,” the animation continued. “I think I have some reflecting to do too, you know? I’m really, like really good at cleansing your face, but am I even better at causing a scene?”

The caption of the post read, “I’d like to thank everyone for the sudden attention. Please respect my privacy as I adjust to the fame.”

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Commenters praised the brand for its response. “I really appreciate how niche this humor is 😂😂,” one user wrote.

“We love an unbothered diva 😂,” said another.

The “Greedy” singer was named a Neutrogena global ambassador last year. At the time, she told PEOPLE that when she’s on tour, she likes to head to bed almost immediately after a show, but before she does, she uses her go-to Neutrogena products.

“I’ll use my Neutrogena wipes and take off my makeup. Then, I’ll usually go in with a light cleanser. And then, I obviously use the Hydro Boost Water Gel,” she said, adding that she’s long been a fan of the brand.

“I’ve been using [the Hydro Boost] moisturizer for so many years, so [a partnership with Neutrogena] felt very natural and exciting.”