Support
Something not working?
Start here. If none of this covers it, email us and a person will read it.
Email supportMost of it is one of these
I can't sign in
Use the same method you signed up with. If you used email, ask for a new code rather than using an old one: each 6-digit code works for one hour.
My subscription isn't showing
Subscriptions are handled by Apple and Google, and can take a few minutes to reach us. Pull to refresh on the profile screen, and if it is still missing after an hour, email support with the store receipt.
Health data isn't syncing
Check permissions first. On iPhone that is Settings, Health, Data Access & Devices. On Android it is the Health Connect app. We only read steps and sleep, and we never write anything back.
The session won't play
Videos stream, so a weak connection stops playback. Try again on a stronger network, and if it persists send us your device model and the session name.
I want to delete my account
You can do it from inside the app, or from the delete account page on this site. Deleting removes your data, not just your login.
Something else
Email support and describe what happened and what you expected instead. That is genuinely enough to start.
What to expect
We aim to reply to support email within two working days. Account and data requests are answered within thirty days, which is the statutory limit, though in practice it is far sooner.
If you are reporting something urgent, such as being unable to access your account or a billing error, say so in the subject line and it gets picked up first.
Your data
You can ask for a copy of your data, ask us to correct it, or ask us to delete it, at privacy@21minutes.co. Deleting an account removes the data behind it, not only the login.