Get help and report a problem

Before you start

To send a support request from the app, you switch on support access. It lets our team look at your account for 30 days so we can see what you see. You can switch it off at any time, and every use is logged.

If you’d rather not, or you can’t sign in, use the support form on our website instead (see Contact us without the app). It needs no account.

Find an answer

• Everyone: this knowledge base on beoflow.com has guides for every part of Beoflow.
• iPhone: open the menu and tap Help and Support. You’ll see Help, with explanations of your metrics, sleep, training and recovery, goals and planning, workouts and devices.

Contact support from the app

These steps are the same on the web, iPhone and Android.

1. Open Settings and go to Support.
2. Select Contact support. The Contact Support page opens.
3. Switch on Enable Support Access.
4. Under Issue Description, describe the problem: what you did, what you expected and any error message. Use at least 20 characters.
5. Optionally, add screenshots or screen recordings under Attachments (optional): up to 5 files, 50 MB in total.
6. Select Submit Support Request.

You’ll see Request Submitted. We’ll reply by email. Your earlier requests are listed under Your Support Requests on the same page.

Contact us without the app

1. On beoflow.com, open the knowledge base and go to Support & feedback (or select Ask the team).
2. Enter your name and email address, choose a topic and write your message.
3. Select Send Message.

A person on our team reads every message and replies by email.

Share feedback or ideas

Use the website support form and choose Feature Request (or Other). We read every message.

Report a bug (iPhone)

1. Open the menu and tap Report a Bug.
2. Under WHAT HAPPENED, describe what went wrong.
3. Add your email under EMAIL OPTIONAL if you’d like a reply.
4. Tap Send Report, then Done.

If the app runs into an error, it may ask you about it straight away. Answering helps us fix it faster. No screenshots or attachments are sent with a bug report.

On the web and Android, report bugs through Contact support or the website form with the Bug Report topic.

Switch support access off

1. Open Settings and go to Support Access.
2. Switch off Grant temporary support access.

It also switches off on its own after 30 days. While it’s on, you’ll see the date it expires.

What you’ll see

• “Request Submitted”: we have your request and will reply by email.
• “Report sent”: your bug report reached us.

Troubleshooting

• “Please enable support access above before submitting your request.” Switch on Enable Support Access, then submit again.
• My attachment won’t upload: attach images or videos only, at most 5 files and 50 MB in total.
• I can’t sign in to ask for help: use the website support form.

FAQ

• What can support see with access on? Your account and data, so we can find the problem. Access lasts 30 days and every use is logged.
• Where can I find tutorials or guides? Here, in the knowledge base on beoflow.com. On iPhone, Help and Support also explains your metrics. If your question isn’t covered, ask us through the support form.

Privacy

Support access is time-limited and logged, and you can switch it off at any time. A bug report carries a technical reference to the error, not a picture of your screen. The website form sends only what you type into it.

Related

• Your profile, body data and settings
• Delete your account