Fitenome support

1. How to contact us

The fastest way to reach us is by email:

support@meetagape.com

We reply within 48 business hours (Europe/Madrid timezone). To speed up the response, include:

• Your account email (or Apple Private Relay alias).
• Operating system and version (iOS 17.4, Android 14, etc.).
• App version: Profile → About.
• Screenshots where useful.
• Approximate time the issue occurred, in your local time.

2. Account and sign-in

2.1 I can't sign in

• Make sure you're using the same provider you signed up with (Google, Apple or email + password). Switching would create a new Firebase user.
• If you signed in with Apple choosing "Hide my email", your visible email is like xxxx@privaterelay.appleid.com. Use that alias.
• If you signed up with email + password, you need to verify your email by clicking the link we sent. Not received? Check spam or ask us for a re-send.

2.2 I forgot my password

From the sign-in screen tap Forgot your password?. You'll get a Firebase reset link. If it says "expired", request another — only the latest link is valid.

2.3 I want to change my account email

For security, OAuth providers (Google / Apple) don't let us change the email from the app. If you need to migrate to another email, write to us and we'll guide you (new account + manual data migration).

2.4 Guest mode: do I lose progress if I reinstall?

Yes. In guest mode your progress lives only on the device (@capacitor/preferences on native, localStorage on web). Reinstalling, switching phones or clearing app data erases it. Create an account any time to enable cloud sync; the first time we offer a one-step local→cloud migration.

3. Sync

3.1 How does sync work?

When you create an account, your slices (profile, anthropometry, training, nutrition, premium) and sub-collections (sessions, readiness, meals, events) are written to Firestore in europe-west1. Writes are 1.5-second debounced to avoid unnecessary traffic.

3.2 I installed the app on another device and can't see my data

• Make sure you signed in with the same provider and same email.
• Wait a few seconds: the first boot does a 1-3 s pull from Firestore.
• If still empty, open Profile → Sync now to force the download.

3.3 Guest → account migration

Migration happens only once, the first time you create an account from guest mode and the cloud is empty. If the cloud already has data (e.g., you previously signed up on another device), migration is skipped to avoid overwriting cloud history. To manually merge progress, contact us.

4. Premium subscription

4.1 What's in Premium?

• Plan generation with the gemini-2.5-pro model (vs flash-lite on free) and an expanded monthly quota.
• Daily meal suggestions adapted to your microcycle.
• Nutrition label photo analysis.
• On-demand microcycle regeneration.
• Smart exercise swap.
• Extended anthropometry and internal-load analysis.
• Manual selection of periodization model.

4.2 How do I cancel?

From your store account settings:

• iOS: iPhone Settings → your name → Subscriptions → Fitenome → Cancel.
• Android: Play Store → Profile → Payments & subscriptions → Subscriptions → Fitenome → Cancel.

You keep Premium access until the end of the period already paid. Your data is not deleted when you cancel.

4.3 I paid and the app still shows free

The entitlement is verified server-to-server via RevenueCat. If the initial verification fails:

1. Open Profile → Subscription → Restore purchases. This calls verifyPremiumPurchase again.
2. Confirm the receipt in App Store / Google Play is "Active" (not "Pending").
3. Close and reopen the app — at boot we re-verify.
4. If after 5 minutes it's still free, write to us with: your UID (Profile → About), purchase date and store-linked email.

4.4 Refunds

Fitenome does not process refunds directly — the store you bought from does:

• Apple: reportaproblem.apple.com.
• Google Play: support.google.com/googleplay/answer/2479637.

EU consumers have 14 calendar days of withdrawal, unless you've already consumed the digital service with explicit consent (see Terms §5.3).

4.5 Platform switch (iOS → Android or vice versa)

Apple and Google in-app subscriptions are independent: a purchase on iOS doesn't grant entitlement on Android automatically. To switch, cancel on the first platform before renewal and buy again on the second. Your training and macros history is intact because it lives in Firestore, not in the store.

5. Training

5.1 My plan takes too long to generate

The generatePlan function has a 300 s timeout and typically responds in 10-30 s. If it's slower, usual causes:

• Your connection is slow. Check signal.
• You hit the monthly quota (2 generations on free, 5 on Premium). You'll see a resource-exhausted error.
• The europe-west1 region is having latency. Retry in 5 minutes.

5.2 I don't like the periodization model assigned

With Premium, in Profile → Plan settings you can manually select the model (linear, undulating DUP, ATR or maintenance). On free the model is decided automatically based on experience, goal and planned peaks. If you believe the decision is incorrect and want human review, write to us (see GDPR automated decisions).

5.3 I want to swap an exercise

In the day's session, tap an exercise and choose Swap. The suggestSubstitute function preserves motor pattern and relative intensity. If you swap often, consider regenerating the whole microcycle with Adjust this week.

5.4 I'm wrecked today / something hurts

Open the readiness check-in on the home screen: three sliders (sleep, pain, mood) plus an anatomical area picker. The system adjusts the day's load by applying deterministic autoregulation rules based on RIR/RPE and Foster sRPE — the same methodology a certified strength coach uses.

5.5 The app won't let me mark a session as completed

• Check your connection: the session uploads to Firestore on close.
• If in guest mode, make sure you haven't exhausted local device storage.
• If the issue persists, in Profile → Diagnostics → Force sync we force a retry.

6. Meals and macros

6.1 The macros don't add up

Macros are computed with Mifflin-St Jeor (BMR) × activity factor × goal delta. If you reported body-fat %, we anchor protein and fats to lean mass. Values recompute when you change weight, goal or intensity. To adjust them manually, write to us: a manual editor is in the roadmap.

6.2 The barcode scanner doesn't detect anything

• Make sure you granted the camera permission ("Fitenome uses the camera to scan food barcodes"). You can revoke and re-grant from iPhone Settings → Fitenome → Camera.
• Ensure good lighting and a clean barcode.
• Recognition runs on the device with Google ML Kit; no photo leaves your phone.
• If the product isn't found after scanning, try text search: our database covers Open Food Facts plus a label parser via parseFood.

6.3 I don't see meal suggestions

Daily suggestions (suggestMeals) are Premium-only. Check:

• That your entitlement is active (Profile → Subscription).
• That you completed your nutrition profile (weight, height, age, sex, activity, goal).
• That you haven't hit the daily quota (1 call/day).

7. Your data and privacy

7.1 How do I download my data?

You have the right to receive a copy of all your data in structured JSON. Write to support@meetagape.com with the subject "GDPR portability request". We reply within 30 days with one file per slice and sub-collection.

7.2 How do I delete my account?

From Profile → Delete my account. The deleteAccount function performs a cascade delete:

1. Deletes users/{uid}/sessions, readiness, meals and events in batches of 400.
2. Deletes the document users/{uid}.
3. Deletes your Firebase Authentication user.

This is irreversible. Some operational logs stay up to 90 days for security and Premium receipts up to 6 years for accounting.

7.3 What data do you share with third parties?

We share the minimum necessary with Google (Firebase + Gemini), RevenueCat (purchase verification) and the store you bought from (Apple or Google Play). Full detail in the Privacy Policy §7. Never with advertisers; the app has no tracking SDKs.

8. Common errors

9. Compatibility

• iOS: iOS 14 and later. iPhone (all models running iOS 14+). iPad supported. macOS not officially supported.
• Android: API 24 (Android 7.0) and later. Designed for phones; tablets work but layout is portrait-optimised.
• Web: fitenome.com is currently landing + support only. The app does not yet run in the browser.

10. Report a bug

If you find a reproducible bug, write to support@meetagape.com with:

• Exact steps to reproduce.
• Expected vs observed behavior.
• Screenshot or screen recording when relevant.
• App version + OS + device.
• Your UID if you have an account (Profile → About).

Actionable reports typically ship in a minor version within 2-4 weeks. We always appreciate a well-documented bug — you help us make the product better for everyone.