Question 1

How do I log my first meal?

Accepted Answer

Open the Log tab and take a photo of your plate. PrivyHealth analyses it automatically and shows an estimate with detected ingredients and a macro breakdown. Tap Accept to save it, Edit to adjust portions, or Delete to discard. Nothing is saved until you accept it.

Question 2

Can I add a meal without a photo?

Accepted Answer

Yes. On the Log tab choose manual entry, then either search the food database or type the calories and macros yourself. Your most recent manual meals appear as quick-add buttons so repeats are one tap.

Question 3

What if I don't finish the plate?

Accepted Answer

Take a second photo of the leftovers after eating. PrivyHealth estimates what's left and deducts it from the original meal, so your intake reflects what you actually ate.

Question 4

How does water tracking work?

Accepted Answer

Your daily water target is calculated from your body weight (about 35ml per kg). Tap the water ring once to add a cup — the ring fills as you go. Tap and hold to remove a cup if you over-tapped.

Question 5

How do I log training?

Accepted Answer

Log sessions manually from the Body tab, or connect a service so workouts import automatically. Training minutes feed your daily timeline and your net calorie figure.

Question 6

How are my calorie and macro targets calculated?

Accepted Answer

From your weight, height, sex, age, activity level and goal, using the Mifflin-St Jeor equation, then adjusted for cutting, maintaining or bulking and your dietary preferences. Set or change them any time under You → Goals. Sugar has its own daily ceiling based on WHO guidance.

Question 7

What's the difference between Free and Premium?

Accepted Answer

Free — Your Data is the Product: unlimited AI photo meal analysis, daily rings, manual workouts, water tracking and 7 days of history, at no cost, with pseudonymised data used in aggregate. Premium — Your Data, Never Sold ($25/month or $250/year): unlimited history, automatic workout and recovery sync, unlimited AI coaching, item-by-item smarter swaps, no affiliate recommendations, and data confidential to your account only.

Question 8

How do I cancel my subscription?

Accepted Answer

Go to You → Billing and choose Cancel plan. Cancellation is immediate to arrange but access continues to the end of the period you already paid for — you're never cut off mid-period. You'll get an email confirming it, and your account then moves to the Free tier.

Question 9

How do refunds work?

Accepted Answer

There's a 30-day refund guarantee on your first purchase. Email us from the support page (or reply to your receipt) and we'll process it through Paddle, our payment provider. Refunds return to your original payment method, typically within 5–10 business days. Any Premium access or credit packs covered by the refund are removed; your logged data is never deleted by a refund.

Question 10

My payment failed — what now?

Accepted Answer

That's almost always an expired card or a bank block on recurring payments. Update your payment method at You → Billing and the charge is retried straight away. Your data, history and streaks are untouched while this is sorted out; if payments keep failing the plan drops to Free until one succeeds.

Question 11

Can I switch between monthly and yearly?

Accepted Answer

Yes, from You → Billing. The change is handled by Paddle and prorated automatically. Yearly ($250) works out cheaper than 12 monthly payments.

Question 12

Will you warn me before a renewal?

Accepted Answer

Yes. We email a courtesy reminder ahead of a yearly renewal, and we email a receipt every time a payment succeeds. You'll never get a surprise charge.

Question 13

What are coach turn and meal suggestion packs?

Accepted Answer

Free members get 5 AI coach messages a day. If you want more without subscribing, you can buy a one-off pack of extra coach turns ($4.99) or alternative meal suggestions ($9.99). We email you when a pack is running low. Premium includes both without limits.

Question 14

How do I use a promo code?

Accepted Answer

Enter it in the promo field on the pricing page before checkout. The discount is validated live and shown on the plan card. Expired, fully redeemed or wrong-plan codes are rejected with an explanation.

Question 15

Who can see my data on Premium?

Accepted Answer

Only you. Premium data is confidential to your account: no moderators, no human review, no reports that include your rows, and no selling or sharing with third parties. Ever.

Question 16

How is Free-tier data used?

Accepted Answer

The Free plan is honest about its model: your data may be pseudonymised (identity replaced with a one-way hash) and used in aggregate, including packaged datasets sold to third parties. Names, notes, photos and coaching text are not part of that. The full policy is in your Privacy Centre, and you can opt out of sale under Do Not Sell.

Question 17

Can I export my data?

Accepted Answer

Yes — any time, from the Privacy Centre. You get your complete logged history, and Premium members can also generate printable PDF reports.

Question 18

How do I delete my account?

Accepted Answer

Privacy Centre → Delete account, then type DELETE to confirm. On Premium everything is destroyed outright with nothing retained. On Free your personal rows and photos are deleted and only an anonymised copy is kept for up to 24 months before auto-purge. Deletion cannot be undone and we email a confirmation.

Question 19

How do I opt out of data sale?

Accepted Answer

Privacy Centre → Do Not Sell. It takes effect immediately. Premium data is never sold regardless, so the toggle matters most on the Free tier.

Question 20

What happens to my meal photos?

Accepted Answer

Photos are stored against your account so you can review a meal later, and they're never retained after account deletion on either tier. Premium photos are never used for anything but your own analysis.

Question 21

How do I connect Apple Health?

Accepted Answer

Open Connections from the You tab, choose Apple Health, and approve the permissions iOS asks for (workouts, energy, sleep). This needs the PrivyHealth iOS app, since Apple Health only exists on the device. If nothing imports, re-open Connections and re-authorise — iOS silently revokes permissions after app updates.

Question 22

Which other services are supported?

Accepted Answer

Strava, Fitbit, Google Fit and Garmin are built in as providers and light up as each integration is enabled. Whoop support exists in the backend but is hidden while we finish it.

Question 23

Do workouts sync automatically?

Accepted Answer

On Premium, sessions sync on a schedule and when you open the app, and map into your training timeline. Duplicates are detected, so re-syncing updates an entry rather than creating a second one. Free members log training manually.

Question 24

How do reminders and notifications work?

Accepted Answer

PrivyHealth schedules on-device notifications around the times you actually log, and adapts as your habits change. Set quiet hours (default 10pm–7am) under You → Notifications so nudges never land while you're asleep. On iOS and Android you'll be asked for notification permission once — if you declined, re-enable it in your OS settings.

Question 25

The photo estimate looks wrong

Accepted Answer

Tap Edit before accepting and adjust portions or individual ingredients — the estimate is a starting point, not a verdict. Better photos help: good light, a top-down angle, and the whole plate in frame. Sauces and oils are the usual culprits for a low estimate.

Question 26

My photo won't analyse

Accepted Answer

Check your connection and try again — analysis happens server-side. If it repeatedly fails, the photo may be too dark or too blurry to read; retake it in better light or log the meal manually while you're at it.

Question 27

My older meals have disappeared

Accepted Answer

Free accounts show the last 7 days of history. Nothing is deleted — going Premium restores the full history immediately.

Question 28

The AI coach says I've hit a limit

Accepted Answer

Free members get 5 coach messages per day, resetting at midnight. Buy a coach turn pack for a one-off top-up, or go Premium for unlimited coaching.

Question 29

A page crashed or won't load

Accepted Answer

Pull to refresh, or fully close and reopen the app. Crashes are logged automatically with a report we review, but sending us the page name and roughly what you tapped makes fixing it far faster.

Question 30

How do I reach a human?

Accepted Answer

Use the support form on this page. You'll get a ticket number by email straight away and a reply from us — usually within one business day.

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