HELP & SUPPORT

How can we help?

Answers about your plan, your devices, your account and getting in touch.


Your plan

Why does my plan only cover two weeks at a time?

Your plan is built in blocks of two weeks. A few days before the current block ends, the next one is built and appears in the app. If your goal has a date, the block is phased for how far away that date is by then.

Building a block at a time keeps the plan from going stale. If you get sick, travel or something starts to hurt, you tell the app and it rewrites the days that are affected, instead of leaving a plan written weeks ago to run on unchanged.

How does my plan adapt when something changes?

On your dashboard, under today's workout, there is a bar called Something changed? with three buttons: Traveling, Feeling sick and Something hurts. Each one opens a short guided sheet, and your calendar updates when you are done. These need an internet connection.

Some of what they do is done by the AI coach rewriting your days, and that part belongs to Pro. The free plan includes one such rebuild each month, shared between the three buttons. What you get without Pro is different for each button, so the entries on being sick, traveling and being injured say exactly what happens.

You can also skip a single workout, and change your goal or race date. The entries on goals and on skipping a workout say how.

How do I change my goal or my race date?

Open the menu and choose Goals & races. Each goal that is still open has Change date and Change race. Change date moves the date, and the earliest date you can pick is tomorrow. Change race switches the sport and event, and you can pick a new date at the same time.

Your current two weeks stay as they are. The change takes effect from your next block, because the app does not rebuild a block you may already be part way through.

A goal that is already finished or withdrawn is history and cannot be edited. To train for it again, tap Set a new goal on the same screen.

What if I am not going to race? How do I withdraw from a goal?

Open the menu, choose Goals & races and tap Withdraw on the goal. Before you confirm, the app tells you what will happen: it stops training you for that goal, your current two weeks stay as they are, and from your next block your plan follows your next goal. The goal moves to your history marked as withdrawn.

If it was the goal marked Current and you have another one, the app offers Rebuild my plan now. Rebuilding replaces the workouts you have not done yet, so Later is a fine answer: your plan switches over at your next block either way. If you have no other goal, you can set a new one, or carry on with general upkeep training from your next block.

If the race date has already passed and you did not actually race, tap I didn't race this on that goal in your history. It is offered within 30 days of the race.

What happens after my race?

Once your race date has passed, the app marks the goal as finished, and the next time you open it you are asked about your next goal. If you have another goal, your plan follows it from your next block. If you do not, you stay on general upkeep training until you set one, so your calendar is not left empty.

You can set a new goal at any time under Goals & races in the menu.

When life gets in the way

What do I do if I'm sick?

On your dashboard, under today's workout, tap Feeling sick in the Something changed? bar. You can also tap Can't do it on a workout and choose I'm sick. Then pick how long you expect to be out.

Just today turns today into a rest day and leaves tomorrow unchanged. A couple of days makes the week lighter, and nothing gets made up later. Most of the week rebuilds the block and ramps you back gradually. Not sure yet gives you a rest today, and your plan stays marked as adjusted until you tell the app you are better.

Rewriting the days after today is done by the AI coach and belongs to Pro. The free plan includes one such rebuild each month, shared with traveling and being injured. When it has been used, the longer choices mark today's workout as rest and the app tells you that the rest of the rebuild needs Pro.

The recovery ramp that eases you back after you are better, a block with fewer than 4 days left, and resting a whole trip stay Pro features. They do not use the free monthly rebuild.

When you are ready to train again, tap the banner at the top of your dashboard, Your plan has been adjusted, and choose I'm healthy now. If you picked A couple of days or Most of the week, the banner also clears itself once those days have passed.

How do I tell the app I'm traveling?

Rewriting your training around a trip is part of Pro, and the free plan includes one such rebuild each month, shared with being sick and being injured. To use it, tap Traveling in the Something changed? bar on your dashboard, or press and hold a day in your calendar and choose Mark as travel. Choose your dates, how hard you want to go and what you will have, for example a hotel gym, outdoor running or bodyweight only, and add a note if you like. The button at the bottom says how many days it will rebuild. Those days are rewritten around what you told us.

While you are inside a rebuilt trip, a Travel mode bar on your dashboard offers Edit. To cancel a trip, press and hold one of its days in your calendar and choose Cancel this trip, and your original training comes back.

Once the free monthly rebuild has been used, the Traveling sheet tells you that more needs Pro and changes nothing.

Resting a whole trip, rather than having it rewritten, stays a Pro feature too, as does the sick-day recovery ramp and a block with fewer than 4 days left. They do not use the free monthly rebuild.

What if something hurts or I'm injured?

If something hurts, tap Something hurts in the Something changed? bar on your dashboard. The app asks which part of your body is affected, whether it is sharp or lasting pain or soreness, whether a doctor or physio has already assessed it, and what feels safe to do right now. Upcoming workouts in the kinds of training that load that area are marked as skipped, and a banner on your dashboard says you are training around your injury.

Adaptlete is not a substitute for medical advice. Please get anything that hurts looked at by a doctor or physio, and if you think it is an emergency, call your local emergency number.

Rewriting the skipped days into cross-training with the AI coach belongs to Pro, and the free plan includes one such rebuild each month, shared with being sick and traveling. Without it the affected workouts are still marked as skipped, and the sheet shows the safety note and what Pro would add.

When you are ready to start coming back, tap the banner and choose Ease me back in or Get right back into it. If anything still hurts, keep working with your doctor or physio first.

Can I undo a change I made by mistake?

Sick: after a rest of more than one day, the banner at the top of your dashboard has an Undo for the first 30 minutes. It puts the skipped workouts back and returns you to healthy. After that you can still tap the banner when you are ready to train again. A one-day rest, Just today, has no banner and so no Undo.

Injury: while the Training around your injury banner is showing, it has an Undo. It restores the affected workouts and returns you to healthy.

Undoing a sick day or an injury is never a paid feature.

Travel: press and hold one of the trip's days in your calendar and choose Cancel this trip. The app puts your original training back.

Goals: a withdrawn goal stays in your history. To train for it again, set it as a new goal under Goals & races.

What if I can't do one workout?

Open the workout and tap Can't do it. Choose Can't do this one, then pick a reason (busy, an event, tired or other), and that workout is marked as skipped and your plan carries on. If you are short on time, I have less time shortens the session and keeps the main work. If you are doing something else instead, I'm doing something else swaps the workout for it. The same sheet has I'm sick and I'm injured, for when there is more going on than one session.

What does Ease me back in do when I return after a break?

If you open the app after a longer break, it can show a sheet called Welcome back. It tells you how long you have been away and offers two choices: Ease me back in, or Keep my plan. It only appears if you have a plan with workouts still to do in the next 7 days and have not completed a workout recently, and not while you are marked as sick or injured, because the Something changed? bar on your dashboard covers those.

Ease me back in makes the days with a planned workout in your next 7 days lighter: short, easy sessions. A day with nothing planned is left alone, and if none of your days needed easing the sheet says so. Workouts you missed during the break are marked as skipped and are not made up, so there is nothing to catch up on. On a free plan the week is a standard easy week for your sport, with rest days built in. On Pro the coach writes the week around your own plan, and if it cannot, the app says so and uses the standard easy week.

Keep my plan changes nothing. Your plan carries on exactly as it was, and the sheet does not come back for the same break. After you ease back in, it is not offered again for 14 days.

Nutrition

How are my fuel targets worked out?

Your fuel targets are estimates. They are built from your height, weight, age and sex, from the sessions in your plan and from a few fixed rules, and they are worked out for each day separately.

First comes your resting energy: roughly what your body uses while it is still, estimated with a standard formula (Mifflin-St Jeor) from your height, weight, age and sex. Then we add an allowance for everyday life, such as work, walking and chores. On a training day we add the estimated cost of each session, which depends on the sport, how hard the session is, how long it lasts and your weight. A rest day adds nothing.

Carbohydrate follows how much you train that day: the more training, the more grams for each kilogram you weigh. Protein is a set amount per kilogram, a little higher for strength sports. Fat is what is left, with a minimum share of your energy. If that minimum would not fit, the energy figure goes up and your carbohydrate is left alone.

On Pro the guidance card can choose the carbohydrate and protein amounts within fixed limits, and it adds written tips for the block. The AI does not do the arithmetic: we work out every gram and every calorie ourselves.

These are general sports-nutrition estimates, not a prescription and not medical advice, and your own needs can differ. If you have a medical condition, are pregnant or have a history of disordered eating, talk to a doctor or registered dietitian before you use them. If you are under 18, or your height and weight suggest a low body mass index, none of the calorie steps above are used or shown to you: you get grams of carbohydrate and protein only. See the answers about under-18s and about calorie numbers and guidance.

Why do you ask for my birth year, height, weight and sex, and what happens to them?

Your birth year (the year only) is asked once, when you sign up. Your height, weight and sex are optional, and you can use Adaptlete without them. We ask for them on the Nutrition screen, and once on your dashboard with a card after your first completed workout, which you can dismiss.

We use them for your fuel targets. Your height, weight, age (worked out from your birth year, not a full date of birth) and sex go into the formula that estimates your resting energy, and your weight sets how many grams of carbohydrate and protein per kilogram we suggest. Your age, worked out from the birth year you gave at sign-up, is given to the AI that writes your training plan and to the AI that replies to your workout comments, even if you never set up nutrition. If you have also given us your sex and weight, they go to the plan AI too, and your sex to the comment AI. If you are under 18 (every athlete aged 16 or 17 is, from sign-up), the requests that write your plan, change it for travel or an injury, review a block, answer a chat message or reply to a comment also tell the AI that you are under 18, with rules about food: no calorie figures, no fasting or skipped meals and no advice to lose weight.

We also check your height and weight against each other. If they cannot both be right, for example a height typed in the wrong unit, the app asks you to check them and saves nothing. We work out a body mass index (BMI) from them when we work out your targets, and we do not keep the number: we keep only a yes or no for whether it is low, and if it is, you get no calorie figures or AI guidance (see the answer about calorie numbers and guidance).

We treat all four as health information, and that yes or no too. They are stored with your account and are never sent to Google Analytics. They are not used for advertising. The one exception is a yes or no worked out from your birth year: when your birth year is saved we also keep a yes or no on your account that says whether you are treated as under 18, and it is used only to protect younger athletes, including to decide whether ads are requested for someone under 18. On Pro, the AI service we use, Anthropic, also receives some of them to write your nutrition guidance. That happens the first time you have saved your details and have a current training block, and after that when a new training block starts a new training phase, when your sport or goal changes, when your weight changes by more than a small rounding difference, when you move between the under-18 and adult groups and, for an adult, when your height changes by more than a small rounding difference or your sex changes. A new block in the same phase re-uses the guidance and sends nothing, and you can also ask for a refresh a limited number of times a day. For an adult that is your first name, age, sex, height, weight, experience level, sport, goal, training phase, training load and the resting-energy figures we work out. For an athlete under 18 it is your first name, age, weight, experience level, sport, goal, phase and load, and never an energy figure. It never receives your email address or account ID. On a free plan no nutrition request is sent to it at all, and neither is one for an athlete whose body mass index is low.

We keep only your current values, with no history. If you are under 18 or your body mass index is low, the nutrition targets we keep hold only your weight and a note saying so, with no energy figure; your height and sex, if you gave them, and your birth year are on your account. You can change your height, weight and sex at any time under Nutrition, then Edit your details, and your birth year in your Profile. There is no setting that removes them and keeps your account: you can replace them, or delete your account. They are in the file you get from Download my data (Account, then Privacy & Data, then Download my data), and they are deleted when you delete your account. The Privacy Policy has the full detail.

Can I hide calorie numbers?

Yes, if you are an adult. Open the menu, choose Nutrition and switch on Hide calorie numbers. The app then shows no calorie figure on the Nutrition screen, in the fuel line on your Today card or on the guidance card. It also leaves out any sentence that quotes a calorie figure from your fueling tips, the guidance, your coach's chat answers, replies to your comments, block reviews and the notes on a workout.

Everything else stays: your targets in grams (carbohydrate, protein and fat) and the fueling tips for each session. Your grams do not change when you hide the numbers. A sentence that mentions calories without quoting a figure also stays. Workout titles and the short messages shown after you report travel, an injury or illness are not filtered, so a figure could still appear there. The switch starts off, you can switch it back whenever you like, and it is saved with your account, so it applies on your other devices too.

You will not see the switch if you are under 18 or your height and weight suggest a low body mass index: calorie figures are already left out for you. See the answer about calorie numbers and guidance.

If counting numbers is making eating feel stressful, a doctor or registered dietitian is the right person to talk to.

Why don't under-18s see calories?

Athletes under 18 get carbohydrate and protein targets in grams, a fueling tip for each session and a prompt to talk to a sports dietitian. The app is built to show no calorie figure to an athlete under 18, and we do not store a resting-energy figure or a calorie target for them.

The text the AI writes for you is filtered as well: our servers remove any sentence that mentions calories or another unit of energy before it is saved or shown, and the app removes such sentences again on screen. A workout's title is not filtered. When we first treat you as under 18 we rewrite the fueling notes already in your plan, but other text written earlier, such as an old chat answer, is not rewritten.

There are two reasons. The formula that estimates resting energy was built and checked for adults, so it is not a sound basis for a growing body. And counting or cutting calories is a recognized risk for eating disorders in teenagers, so we keep the numbers out of sight and focus on eating enough to grow and train.

On Pro the AI guidance follows the same rule. It is written without any calorie figure, tells you to eat enough for growth and training, and gives no advice to restrict, count or cut, or to change your weight. It suggests talking to a sports dietitian and to a parent or guardian. If your height and weight suggest a low body mass index, there is no AI guidance at any age: see the answer about calorie numbers and guidance.

We treat you as under 18 when your birth year means you could be. That is worked out on our servers when your birth year is saved, each time we write your plan, reply to a comment, answer a chat message or write guidance, and when you open Nutrition after the new year. So athletes aged 16 and 17 are treated as under 18 from the day they sign up, and an 18-year-old stays in this group until the new year begins.

Adaptlete is for people aged 16 and over. If the birth year you choose at sign-up would make you under 16, the app tells you so before your account is created and nothing is saved. If a request that reaches our servers would make an account holder under 16, nutrition is not available to you and we do not keep the year. We do keep one yes or no on your account that says you are treated as under 18, because the attempt tells us you may be under 18; it is used only to protect younger athletes, including to decide whether ads are requested for someone under 18. A short entry in our server logs records that a request was refused, with your account ID and an error code but not the year, and it is deleted with our other logs, typically within 30 days. Apart from that yes or no, the rest of your account is unaffected. For anything about what and how much to eat for your sport, talk to a sports dietitian and a parent or guardian.

Why can't I see calorie numbers or guidance?

There are three reasons the app may show no calorie numbers: you are under 18, your height and weight suggest a low body mass index (BMI), or you switched on Hide calorie numbers. Only the second also switches off the AI-written guidance. None of them is a mistake, and none is a judgment about you.

If you are under 18, you get grams of carbohydrate and protein and a fueling tip for each session, with no calorie figures. See the answer about under-18s.

If your height and weight suggest a low BMI, at any age, you get the same, and we also switch off the AI-written guidance, so the guidance card says that personal guidance is switched off for your current details. You still see your grams of carbohydrate and protein and the fueling tip for each session. When a BMI is low, a calorie figure or automatic advice from an app is not the right way to decide how much you should eat. A doctor or registered dietitian is the right person to help with that. This is a safety measure, not a diagnosis, and a BMI is a rough measure that says nothing on its own about your build, your training or your health.

We never show you your BMI and we do not keep it. We keep only a yes or no for whether it is low, and we treat that as health information.

If you think a number was typed wrongly, go to Nutrition, then Edit your details, and save the right ones. If your height and weight cannot both be right, for example a height typed in the wrong unit, the app asks you to check them and saves nothing. When the details you save no longer suggest a low BMI, an adult sees calorie figures again, and on a paid plan guidance is written again.

If you are an adult and switched on Hide calorie numbers, that is the third reason, and the switch is yours to turn off under Nutrition. See the answer about hiding calorie numbers.

Devices and sync

How do I connect Apple Health or Health Connect?

Open the menu, choose Integrations and tap Allow health access. On an iPhone this reads from Apple Health, and on Android from Health Connect. The app only reads workouts you have finished, and it never writes anything back to your health store.

On Android, Health Connect lists four items: exercise, distance, total calories burned and steps. Please allow all four, because reading a workout also reads its distance, calories and steps and the read fails without them. Calories and steps stay on your phone and are not sent to us.

After that, tap Sync now whenever you want the app to pick up what your watch has recorded. This only works on your phone. In a browser the screen tells you a health store lives on your phone.

Do my workouts sync automatically?

Not yet. Workouts sync when you open Integrations and tap Sync now, and at no other time. Nothing comes in while the app is closed, so after you train, open the app and sync if you want the workout on your plan.

A synced workout that matches a session on your plan ticks it off. Other workouts are logged as extra training, and workouts the app already has are recognized and not counted twice.

If a sync brings back nothing new, check that Adaptlete is allowed to read your workouts in your phone's settings. You can always mark a workout complete yourself instead.

Which watches, apps and services can I connect?

Adaptlete reads from one place: the health store on your phone, which is Apple Health on iPhone and Health Connect on Android. It does not connect to a watch, or to another company's account, directly. Whether a workout reaches your health store is up to the app that recorded it.

So there is no connection to other services' accounts, Zwift included, and uploading a workout file such as FIT, GPX or TCX is only available where your Integrations screen shows an upload card; if you do not see one, it is not switched on for you yet. If a workout never reaches your health store, mark it complete yourself.

How do I mark a workout complete myself?

Open the workout from your plan and tap Mark complete. Set how hard it felt on the 1 to 10 effort scale, set the actual duration on the hours and minutes wheel and add a note if you like, and tap Save workout. This works whether or not you use a health store.

Account and data

How do I download my data?

Open Account, then Privacy & Data, then Download my data. The app prepares a file with a copy of your account and the training data in it and starts the download. The link works for 24 hours, and you can download up to 3 times a day.

How do I delete my account?

Open Account, then Privacy & Data, then Delete account. The screen lists what will be deleted: your training plan and every workout in it, your workout history and progress, your coach chats, activities synced from your health app, your achievements and your referral code. Your training partners are unlinked and told your sync has ended. You enter your password again, confirm, and the account is deleted. This cannot be undone, so download your data first if you want a copy.

In some cases a small record is kept so the same email address cannot claim a trial or a referral reward twice. The Privacy Policy lists everything that is kept.

What does confirming my email address do?

When you create an account the app sends a confirmation link to your email address. You can use the app fully before you confirm. Until you do, a bar at the top of your dashboard says Confirm your email, and the Account screen says Email not confirmed.

Some things that involve your address wait for it. Invites sent to your email, such as a referral invite or a training-partner invite, only find your account once the address is confirmed, and so do some of the emails the app sends. After you tap the link in the email, come back to the app and it checks again, or tap the bar to check straight away.

What are check-ins and offers, and how do I turn them off?

Check-ins and offers is a switch under Account, then Notifications. It is off until you turn it on. When it is on, we may check in with you if you have been away from training, send a few reminders if a paid plan or free trial of yours has ended, and send the occasional offer, by notification and by email.

Once check-ins or reminders are running, the app asks you about it once, after your first completed workout. Yes, turn on switches it on. Not now, or closing the question, leaves it off, and the app does not ask again.

Right under it is a second switch, Use my activity for check-ins. It is on until you turn it off. It lets us look at when you last trained, synced or opened the app, so we can check in if you seem to have stalled. Turn it off and we stop working that out: we delete the score we hold for you and we do not start a reminder series because you have been away. It does not stop a reminder about a failed payment, or the reminders that follow the end of a paid plan or free trial.

To stop the messages, switch Check-ins and offers off under Account, then Notifications. That stops them by notification and by email. Every check-in, reminder and offer email also has an unsubscribe link at the bottom. The page it opens says what it stops. The link turns off Email notifications for your account, so it stops our training emails too, and billing and account emails are still sent. It does not turn off notifications on your phone: for those, use the switch, or your device's settings. Training tip emails have their own switch and their own unsubscribe link: see the answer on training tips.

We send these emails only to an address you have confirmed. A reminder about a failed payment is a billing message, so neither switch turns it off.

What are training tips, and how do I turn them off?

A training tip is a short piece of advice about one part of training, such as sleep, pacing or fueling. Your first tip comes about a week after you join, then a new one appears about every two weeks, as a card on your dashboard, and you can tap the card to read the whole tip. We write the tips ourselves and choose them by your sport. They use nothing about your body or your activity.

The card is on until you turn it off. To get rid of one tip, use the dismiss button, a small cross, on its card: that hides that tip on all your devices, and the next one comes in about two weeks. To stop tips altogether, switch Training tips off under Account, then Notifications, and the card goes straight away.

The same tip can also come to your email. That is a separate switch, Training tips by email, in the same place. It is off until you turn it on, and you can also turn it on from a tip, with Also send tips to my email. We send a tip email only to an address you have confirmed, and only while Email notifications are on. The unsubscribe link at the bottom of a tip email turns off tip emails only: tips still show in the app, and your other emails are not affected. A tip never comes as a notification on your phone.

What is the bell at the top of my dashboard, and what shows up in it?

The bell sits at the top right of your dashboard, next to your account initial. It keeps a short list of things that happened in your account, so you can catch up when you open the app. A small dot on the bell means something in the list is unread. The dot never shows a number.

Tap the bell to open the list. On a wide browser it drops down under the bell, and on a phone it slides up from the bottom. These show up in it: a reply from your coach to a comment you made on a workout, a new training block or plan being ready, a badge you earned, a streak milestone (7, 30, 100 or 365 days, the first time you reach it), a goal you reached, and a block review that is ready to read.

Tap a notice and it is marked read, the list closes and, where there is a screen for it, the app opens it, for example the workout your coach replied to. Opening the list on its own marks nothing read. Mark all read, at the top, marks everything unread as read and leaves the list open. The list shows the 20 newest notices (a notice that still needs your action stays on top), and Show earlier at the bottom shows the rest.

The list keeps your newest 30 notices, and each one is removed about 90 days after it was made. You cannot delete a single notice. A notice does not store what it says, only what kind it is and a few plain details, and the words are written on your phone. The list is part of the file you get from Download my data, and it is deleted with your account.

The bell does not follow your notification settings. Switching push notifications or email off, under Account, then Notifications, stops those, but the bell still fills in, because it is a record inside the app.

What is the pop-up that celebrates a milestone?

Some moments get a short celebration when you open the app. These trigger one: reaching a 7-day or 30-day streak for the first time, which shows as a quiet message at the bottom of the screen for a few seconds; and reaching a 100-day or 365-day streak for the first time, finishing your first workout, finishing your first full block and reaching a goal, which each show as a card (in the middle of the screen in a wide browser, and sliding up from the bottom on a phone). The goal card has a button that takes you to your goal screen.

A celebration shows once. It appears the next time you open the app after the moment, not while you are in the middle of something, so you may not see it at the very moment it happens. If two are waiting, you see one each time you open the app. To close a card, tap the cross in the corner or Keep it going; on the goal card, Keep it going takes you to your goal screen. The quiet message at the bottom goes away by itself.

Some cards have a Share button. The app shares nothing unless you tap it, and then your phone's own share sheet opens with a short sentence and your personal invite link that you can send or cancel. Nothing is posted for you. Like other taps in the app, whether a celebration was shown or closed is counted in our usage events, as the Privacy Policy describes, without what it was about beyond the kind of moment.

A celebration is offered for 14 days. If you do not open the app in that time, if you are offline when it is due, or if another device has already shown it, you do not see it. The moment is still in the bell, and seeing a celebration does not mark that notice as read. The answer about the bell says how long the list keeps it.

Signing in

I forgot my password. How do I reset it?

On the sign-in screen, tap Forgot password?. Check that your email address is filled in, tap Send link, and we email you a link to set a new password. For privacy the app shows the same message whether or not an account exists for that address, so it cannot tell you that an address is unknown. If nothing arrives, check the address for typos and look in your spam or junk folder. Resetting needs an internet connection.

My confirmation email never arrived.

First check the address you gave and your spam or junk folder. You can ask for another email from inside the app: open the Account screen and tap the Email not confirmed row, or tap Resend on the Confirm your email bar at the top of your dashboard. After a send, Resend pauses for about a minute, and if you have asked for several the app says to try again in a little while.

The app cannot change the email address on an account. If the address you signed up with was wrong, send a support request from Account, then Help & support and say so.

I still cannot sign in.

Sign-in is by email address and password. There is no sign-in with Google or Apple. Check that you are using the email address you signed up with, and use Forgot password? if you are not sure of the password. Signing in needs an internet connection. If the app says there have been too many attempts, wait a few minutes and try again.

Support requests are sent from inside the app, so they need you to be signed in. The password reset above is the way back in.

Getting help

How do I contact support?

Open Account, then Help & support, and choose Report a problem or Ask a question. Pick a category, write a subject and a message, and attach up to three screenshots if they help. Screenshots can be added only when you first send a request, not to later replies. Sending a request needs you to be signed in.

A person reads every one of these.

Support requests are not a medical service. If you think something is an emergency, call your local emergency number instead.

Where will I see the reply to my request?

Replies appear inside the app. Open Account, then Help & support, then Your requests to see each request and its replies, and to answer. A dot on the Help & support row tells you there is a reply you have not read, and if your notifications are on you also get a notification. When your question is sorted out, tap Mark as solved to close the request. If you reply to a closed request, it opens again.

What does a support request include, and how long is it kept?

A request includes your subject and messages, the email address on your account and any screenshots you attach. Before you send, the app shows you the device details it will add, such as your app version, phone and operating system, time zone and language, and the screen you opened the form from. A switch called Include device details lets you leave them off.

Photos can carry location data, so screenshots have that data removed on our server before they are stored. Apart from you, only the person reading your request can see them.

Requests are deleted 12 months after they are closed, screenshots included. A request we have answered closes by itself after 14 days without a reply from you, and a request that is still open closes by itself after 90 days with no activity. A new message from you or from us counts as activity, and opening a request to read it does not. Deleting your account deletes your requests straight away.