Support
If something is broken, you can't find it, or you have a question about your account, write to us. A person answers, not an automated form.
What to tell us
The more specific your message, the fewer rounds it takes. This is usually enough:
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Where you're writing from. Whether you use the web panel or the mobile app, and if it's the app, whether it's Android or iPhone.
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What you were doing and what you expected to happen. If you can, attach a screenshot of where the problem shows.
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The email you sign in with. Write from that same address whenever you can: it's what lets us confirm the account is yours without asking you for anything else.
If you sign in with Apple and chose to hide your email, the address we have is the forwarding one Apple created for you, ending in @privaterelay.appleid.com. The simplest way is to write to us from the iPhone app, using "Support" under Help in your profile, so we already know it's you.
If that's your case and you can't get into the app, write to us from whichever email you use and tell us that address. You'll find it in your iPhone's Settings by tapping your name, then "Sign in with Apple", then SynerTrain; if you no longer have the iPhone, sign in at account.apple.com and go to "Sign-In & Security", "Sign in with Apple" and SynerTrain. We'll write to that address, and replying to that message is enough. If you ever turned off forwarding for those emails, turn it back on first, otherwise our message won't reach you.
Never send us your password. We will never ask for it, by email or anywhere else. If you need to change it, use "I forgot my password" on the sign-in screen.
How long we take
We reply on working days, usually within 48 hours. If your message arrives on a weekend or a public holiday, the clock starts on the next working day. We reply in English or Spanish, whichever you write to us in.
If you're a trainer's client
For anything about your plan (the workouts, the nutrition, the reviews or the tracking), talk to your trainer from the questions section of the app: they're the one who decides and the one who can change it. We don't get involved in the content of your plan.
Write to us if the problem is the app itself: you can't sign in, something won't load, something looks wrong, or you want to exercise your rights over your data.
Deleting your account
You don't need to write to us for that: deletion is requested from within the app and is explained step by step in delete your account.
If you're a trainer, the app won't let you delete it while you have active clients, because they would lose their plans overnight, or while your subscription is still set to renew, free trial included. First deactivate or transfer your clients and cancel the subscription; you don't need to wait for the paid period to end. The accounts of any clients you deactivate are deleted along with yours, together with their data; clients you transfer to another trainer keep theirs. If you can't sort it out yourself, or you can't access the app, write to us and we'll handle it. That requirement does not take away your right to have your data erased.
Privacy
Whatever you tell us in a support message is used to help you and to keep a record of the case. If you delete your account, the thread is kept for a limited time afterwards, solely in case we need to answer a claim, and is erased once that period ends. The exact periods are in the privacy notice.