Troubleshooting

Ran into a bug? Something isn't working right? Start here!

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16 articles in this collection
Written by Trever Clark and Support Team

The app says I gained weight, but I actually lost weight

Please ensure that both your Starting Weight and Current Weight entries are accurate.
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Written by Trever Clark
Updated over a week ago

I was charged the wrong amount

This is typically due to sales/VAT tax being added, or to USD being converted to your local currency
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Written by Trever Clark
Updated over a week ago

The nutrition information on a food is incorrect

Please update the nutrition information for your own account. Then, contact our support team so that they can implement a fix.
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Written by Trever Clark
Updated over a week ago

I can't set custom macros goal percentages

To set custom macros goal percentages, choose either Custom % or Custom Grams as your diet.
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Written by Trever Clark
Updated over a week ago

My carb, macros, or calorie goals are different than what I've set

This is usually due to either the Smart Macros or Ease Into My Diet settings being enabled.
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Written by Trever Clark
Updated over a week ago

My carb, macros, or calorie count is different than what I've logged

This is can be due to one of several settings in the app
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Written by Trever Clark
Updated over a week ago

Server Outage

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Written by Support Team
Updated this week

I paid for Premium but I cannot access Premium features on the app or website.

There are three steps for troubleshooting access to your Premium features.
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Written by Trever Clark
Updated over a week ago

Help! I’ve lost all of my data!

No worries - we can help!
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Written by Trever Clark
Updated over a week ago

The app is showing the wrong date for today

This issue is usually the result of an incorrect date/time setting on your device.
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Written by Trever Clark
Updated over a week ago

My devices are not syncing (or not all showing premium membership)

This ALWAYS means that you're not logged into the same account on all devices.
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Written by Trever Clark
Updated over a week ago

I purchased Premium but my account is still showing me as a standard member.

This typically results when you're signed in with a different email address than the one that you signed up for premium with.
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Written by Trever Clark
Updated over a week ago

Why is my Health app not syncing or why is it only syncing steps?

3 steps for troubleshooting Apple Health app sync issues.
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Written by Trever Clark
Updated over a week ago

I have Premium features on the app but not the website, or vice versa.

This typically means that you're not signed into the same account on both devices.
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Written by Trever Clark
Updated over a week ago

My fitness device is not syncing (Fitbit, Garmin, Samsung, Apple Watch etc)

4 steps for troubleshooting health device sync issues
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Written by Trever Clark
Updated over a week ago

The app is malfunctioning (won't open, shows a white screen, acting glitchy)

App not functioning properly? Try these troubleshooting tips.
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Written by Trever Clark
Updated over a week ago