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Support
Browse common questions below. If you can't find what you need, email us directly.
Email support
We aim to respond within 2 business days.
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Account and login
- -Can't log in or forgot your password - use the "Forgot password" link on the login screen to get a reset email.
- -Want to delete your account - go to Profile > Settings > Delete Account. All your data is removed within 30 days.
- -Email not recognised - make sure you're using the same email you signed up with. Check your spam folder for the confirmation email.
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Scores and leaderboards
- -Score not updating - scores are calculated after each completed workout. Allow a few minutes after finishing.
- -Missing from the Arena - you are auto-enrolled when you log your first workout. Check your training mode is set to Social in settings.
- -Competition Rating seems wrong - your CR is relative to your own baseline and adjusts over time. Read the Arena FAQ for the full breakdown.
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Workouts and tracking
- -Gym equipment not detected - retake the gym photo in good lighting with as much of the floor visible as possible.
- -Exercise missing from your gym - you can add custom exercises manually from the exercise library.
- -Workout data not syncing - pull down to refresh on the home screen. Check you have an internet connection.
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Social features
- -Can't find a friend - search by exact @username. They need to have social features enabled in their settings.
- -Pursuits invite not arriving - the invite goes to the email on their Axis Echo account. Check they're looking in the right inbox.
- -Want to go private - switch to Solo mode in Profile > Settings. This hides you from all leaderboards and social features.
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Coaching (PT Mode)
- -Client not receiving the invite - check the email address is correct. Invites expire after 7 days.
- -Client data not showing - the client needs to accept the coaching relationship in their app.
- -Want to disable PT mode - contact us and we can remove the coaching flag from your account.
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Subscriptions and billing
- -To manage or cancel a subscription, go to your iPhone Settings > Apple ID > Subscriptions.
- -Refund requests are handled by Apple - visit reportaproblem.apple.com.
- -If a premium feature is missing after subscribing, sign out and back in to refresh your entitlements.
Feature guides
Detailed documentation for every feature in Axis Echo.
Still stuck? Drop us an email and we'll get back to you.