Support

Write to support@unpound.com and a person will read it. It helps to say which iPhone you have, which version of iOS it is running, and what you were doing when it went wrong — that usually saves a round of questions.

The subscription

Unpound costs €24.99 a year or €2.99 a month, renewing until you cancel; the App Store shows the price in your own currency. There is no free version. Without a subscription you can still set up your account, read and export what you logged, and delete the account; adding to the diary needs one.

The first fourteen days are free, as part of the subscription rather than separate from it: you subscribe, the store charges nothing for fourteen days, and then the subscription continues at the full price until you cancel. To pay nothing, cancel at least 24 hours before the free period ends. Apple decides who gets the free period and gives it once per Apple Account, so if you have subscribed before, you may not be offered it.

How do I cancel?

With Apple — it sells the subscription, so it is the only one who can stop it, and we cannot cancel it for you from our end. On your iPhone: Settings, tap your name at the top, then Subscriptions, then Unpound, then Cancel Subscription. In Unpound itself, Settings, your account at the top, then Manage subscription shows where your subscription stands and leads to the same place.

Cancelling during the free period means you are not charged. Cancelling later stops the next renewal and leaves you with access until the period you have already paid for runs out.

Deleting the app did not cancel it

It never does, for any app. Removing an app from your phone and ending a subscription are separate things, and only the route above ends the subscription. Deleting your Unpound account does not end it either.

I want a refund

Refunds go through Apple, because the payment did: reportaproblem.apple.com, signed in with the Apple Account that bought it. Your statutory rights as a consumer are set out in the terms.

I paid, but the app is asking me to subscribe

This is nearly always the wrong store account — a new phone, a family member's device, or a second account signed in. Check that the phone shows the account you bought with, then open Unpound again and tap Restore purchases on the screen that asks you to subscribe, so it asks the store afresh. If it still will not let you in, write to us with the date of the purchase and we will look it up.

Signing in

I have a new phone

Sign in with the same Apple Account you used the first time. Your diary lives on our server, not on the old phone, so it comes back with you. Signing in with a different Apple Account makes a second, empty account rather than finding the first one.

I used Hide My Email and lost track of the address

Sign in with Apple still works: the relay address is not something you need to remember, and tapping Sign in with Apple on the new device finds the same account. You can see the relay address in iOS Settings, under your name, then Sign in with Apple.

Apple Health

My steps or active energy are not showing up

Unpound reads them only if you have said it may. Open iOS Settings, Health, Data Access & Devices, then Unpound, and check that steps, active energy, exercise minutes, walking distance and workouts are switched on. Permissions granted in a hurry during setup are the usual culprit, and iOS does not ask twice. Weigh-ins are read only once you switch them on in Unpound, under Settings, then Health.

What is read is used to count your movement, to tick off a planned session that a workout covers and, if you switch it on, to bring your weigh-ins across. It is never used for advertising, never sold and never shared, as the privacy policy sets out.

Food and figures

A product's nutrition is wrong

Figures in the packaged-product catalogue can be wrong. The packet in your hand is the authority: open the product's nutrition, tap Correct this product and change the figure. Someone checks it before the product changes for everyone. Or add it as your own food, which only you see.

A barcode finds nothing

Then the product is not in the catalogue. Add it as your own food and it will be there next time. Because it has a barcode, it also goes to Unpound for review: if we accept it, a copy without any link to you is added to the shared catalogue, so the next person who scans it finds it. Your own food stays private. Keep personal details out of the name and brand.

The energy target does not look right

At first it is worked out from the height, date of birth, biological sex and activity level you gave during setup, so check those first. That is an estimate from a formula, not a prescription. Once you have fourteen logged days and two weigh-ins at least ten days apart, Unpound measures your maintenance from your own diary and weight trend, and you can set your target from that instead. Unpound is a record-keeping tool and not a clinician — if a target matters medically, ask a doctor or a dietitian rather than an app.

How do I plan a meal?

Turn on Plan meals in Settings, Food. Then, when you put a food or a saved meal in a meal still to come today, choose Plan instead of Log. It shows in pencil, and what still fits already counts it. Once its time has come, tap it and choose Eaten; or, when you round the day off, one tap confirms everything that went as planned. A plan you never confirm stays in pencil and never counts as eaten.

To plan further ahead, swipe Food forward up to six days, or tap Plan the week beside Your day: the week's meals side by side, where Same as copies one day onto another and Grocery list adds up what you planned, ready to share.

Your data

How do I delete my account?

First cancel any running subscription with the store. Then, in the app, go to Settings, your account at the top, then Delete account. Your account, diary, weights, library, training and settings are deleted immediately. Every session on every device becomes invalid at once. What stays, and why, is on the page about deleting.

No longer have the app? Delete your account from here instead.

Can I get a copy of my data?

Yes, and you do not need to ask: in Settings, under your account at the top, Export my data hands you one file with your whole account in it. Worth doing before you delete, because afterwards we cannot produce it.

For anything the app has no button for — correction, restriction, objection, or withdrawing a consent — write to privacy@unpound.com. The privacy policy lists what you may ask for.

Something looks like a security problem

Tell us at support@unpound.com with Security in the subject line, before telling anyone else, and describe what you found. You will get an acknowledgement within 72 hours. What we do with it is set out on the security page. We would rather hear it from you than read about it.

Still stuck

support@unpound.com. There is no queue number and no bot on the other end.

Do not include health data unless it is necessary. If it is necessary, first read the email section of our privacy policy; it gives the explicit confirmation to include in your message.