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 coming to the App Store and 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? In the app, only recovery figures: sleep, heart rate variability, resting heart rate and step count. Nothing else, and only what you tick when your phone asks. Primed reads them and never writes anything back. In a browser there is no health app to read from, so you type those figures into the morning check-in instead and get exactly the same readiness score.
• 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.
• 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 — the images are never sent. 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 not open yet: we are approving the first trainers by hand and switching access on as we go. 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 under Settings → Subscription → Your plan, or email us and we'll cancel it for you.
• 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 or receipt. Check your spam folder first. If it's still missing, email us with the address you used and we'll resend it.

Billing

• How much is it and what's included? £20 per year, flat. Every feature, no tiers, no ads.
• How do I cancel? Cancel anytime under Settings → Subscription → Your plan, which opens your billing page where you can cancel, change your card or download invoices. You can also email support@primedlog.com and we'll do it for you. You keep access until the end of the period you've paid for.
• Refunds. Every subscription today is taken on the web, so refunds come straight from us. Within 14 days of a charge and not happy, email us and we'll refund it in full. See the Terms for detail.
• Payments. If you subscribed in the app, Apple or Google bills you and sends the receipt. If you subscribed on the web, an invoice is emailed to you automatically.

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.