Unpound

Support

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

The subscription

Unpound offers a free version and an optional paid version with additional features. The answers below apply when you subscribe to the paid version.

Where the store offers it, your first fourteen days are free. The free period is part of the subscription, not separate from it: you subscribe, the store charges nothing for the first fourteen days, and after that it continues at the full price and renews until you cancel. Whether you get it is the store's decision — Apple and Google each give it once per store account, so if you have subscribed before you may not be eligible. To avoid being charged, cancel before the free period ends: with Apple at least 24 hours before it ends, with Google until the end of the current billing period.

How do I cancel?

With the store you installed from — it sells the subscription, so it is the only one who can stop it, and we cannot cancel it for you from our end.

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 the store, because the payment did. Apple: reportaproblem.apple.com, signed in with the Apple Account that bought it. Google: your Play Store order history. 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 so it can ask 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 the same way you did the first time — the same Apple Account, or the same Google account. Your diary lives on our server, not on the old phone, so it comes back with you. Signing in the other way 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

I am on Android and there is no movement

There is none to show. Unpound reads movement from Apple Health, which exists only on iPhone, so the Movement screen on Android says so instead of standing empty. Everything else — the diary, weights, the budget — works the same on both.

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 and walking distance are switched on. Permissions granted in a hurry during setup are the usual culprit, and iOS does not ask twice.

What is read is read to count your movement and nothing else. 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: correct the figure in the app, and the correction is yours alone.

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. It is not added to the shared catalogue and cannot be found by other users. Somebody who already has the item in their own library does keep it there without any link to you.

The energy target does not look right

It is worked out from the height, date of birth, biological sex and activity level you gave during setup, so check those first. It is an estimate from a formula, not a prescription. 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.

Your data

How do I delete my account?

First cancel any running subscription with the store. Then, in the app, go to Settings, then Delete account. Your account, weights, diary and the link to foods you added are deleted immediately. Every session on every device becomes invalid at once.

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: Settings, then 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.