Support

Getting started

• Do I need to pay to try it? No. New accounts get 14 days of full access with no card required. After that Primed is £20 a year, every feature included.
• Which devices work? iPhone and Android. Primed is on the App Store and on Google Play, and one account carries your training across every device you sign in on. Coaches also get a web dashboard that runs on a laptop.

Health and wearables

• What does Primed read from my health app? Recovery and movement figures only: sleep, heart rate variability, resting heart rate, steps, distance and active energy. Nothing else, and only the ones you tick when your phone asks. Primed reads them and never writes anything back. If you haven't connected a health app, type the figures into the morning check-in yourself instead.
• Why is my readiness score empty? Either the permission wasn't granted, or last night's data hasn't landed yet. Open the check-in and tap Refresh. If it's still blank, check Primed's permissions in your phone's health settings.
• I don't have a watch. Can I still use readiness? Yes. Type in last night's sleep on the check-in and the score works exactly the same way.

Coaching

• How do I connect my trainer? They send you an invite link or code. Nothing is shared until you accept it, and you can end the connection yourself at any time from the app. When it ends, your trainer stops being able to open your check-ins, the figures you were sharing, your progress photos and your voice notes, though anything already open on their screen can linger for a few minutes.
• What can my trainer see? Whatever you leave switched on under Settings → Privacy → What your coach sees: your name, your recent workouts, your weekly totals, your body weight and your measurements. How often you train is always shared. Progress photos stay on your phone unless you attach them to a weekly check-in and confirm the send, and then a copy is uploaded so your trainer can open it. You choose again every check-in, and you can take a set back at any time from Progress. Anything you send in a message, including photos and voice notes, is sent deliberately and reaches your trainer too. Your email address, your date of birth, your bio and your profile photo are never sent, whatever your settings. The full detail is in the Privacy Policy.
• I'm a personal trainer. How do I get a dashboard? Apply on the coaching page. The dashboard is live, and access is granted by hand while we onboard the first trainers, so we switch it on for you once we have read your application. It is free for approved trainers, with no per-client fee.

Account and sign-in

• I already have an account but can't sign in. Make sure you're using the same email you signed up with. If sign-in isn't working, email us and we'll sort it out.
• How do I change my password? Settings → Account → Change password. It asks for your current one first, so nobody who picks up your unlocked phone can take the account. If you signed in with Apple or Google and never set a password, use the reset link on the sign-in screen instead.
• How do I change my email? Settings → Account → Change email. We email both the old and the new address, and the change only takes effect once you click the link in the new inbox, so a typo cannot lock you out.
• Can I sign in without a password? Yes. Settings → Account → One-time code sign-in, or tap “Email me a one-time code” on the sign-in screen. We email a six-digit code that works once. Your password keeps working either way.
• How do I delete my account? Settings → Help → Delete account, the last item on the list. It erases your account and all your data permanently and immediately, so export a backup first if you want a copy. If you've already uninstalled, email us from the address on the account and we'll do it for you. Deleting your account does not cancel your subscription, so cancel that first in your phone's subscription settings.
• Can I use Primed on more than one device? Yes. Sign in on each device and your workouts sync automatically, so your log follows you.
• I didn't get my welcome email. Check your spam folder first. If it's still missing, email us with the address you used and we'll resend it. Purchase receipts come from Apple or Google rather than from us, so for those, check the email tied to your store account or look under your purchase history in the store.

Billing

• How much is it and what's included? £20 per year, flat. Every feature, no tiers, no ads.
• How do I cancel? In your phone's own subscription settings, because that's where the subscription lives. On Android: the Play Store app → your profile picture → Payments and subscriptions → Subscriptions. On iPhone: Settings → your name → Subscriptions. Inside Primed, Settings → Subscription → Your plan will point you to the right place. You keep access until the end of the period you've paid for.
• Refunds. Refunds are handled by Apple or Google rather than by us, because they take the payment. Request one through your account with that store. If you get stuck, email support@primedlog.com and we'll help you chase it. See the Terms for detail.
• I've changed my mind about subscribing. Consumers in the UK and the EU normally have 14 days from the day they subscribe to cancel and get their money back. The 14-day free trial takes no payment at all, so there is usually nothing to refund. Because the store takes the payment, that request goes to Apple or Google: cancel in your phone's subscription settings and ask the store within the 14 days. Your right to change your mind in the Terms sets out how it works, and email us if the store turns you down.
• Payments. Apple or Google bills you and sends the receipt. We never see your card number.

Your data

• Is my training data safe? When you're signed in, your log syncs to the cloud so it's backed up and follows you across devices. How we handle it is set out in the Privacy Policy.
• Can I export my data? Yes, two ways. Settings → Privacy → Download my data gives you a copy other software can open: everything as JSON, plus your sets and your body log as spreadsheets. Settings → Account → Export & import gives you a backup file the app itself can read back.
• I deleted something by accident. Email us as soon as you can and we'll do our best to help.

Still stuck?

Whatever it is, bug reports, feature ideas, billing questions or a change of heart, send it over and a human will get back to you.