Support & Help Center
Welcome to HelioCoach Support! We’re here to help you get the most out of your experience.
1. Getting Started
1.1 Download & Installation
iOS (iPhone/iPad):
- Visit the App Store and search for HelioCoach
- Tap “Get” or the download icon
- Open the app once installed
Android:
- Visit the Google Play Store and search for HelioCoach
- Tap “Install”
- Open the app once installed
1.2 Creating Your Account
- Step 1: Open HelioCoach
- Step 2: Tap “Sign Up” or “Get Started”
- Step 3: Choose your sign-up method:
- Email and password
- Sign in with Apple
- Sign in with Google
- Step 4: Complete your profile
- Step 5: Start using the app!
2. Troubleshooting Common Issues
2.1 App Won’t Open / Crashes
Try these steps:
- Close the app completely and reopen it
- Restart your device
- Check for app updates in the App Store/Play Store
- Ensure you have a stable internet connection
- Uninstall and reinstall the app (your data should be backed up if you’re signed in)
2.2 Login Issues
Can’t log in? Try these solutions:
Forgot Password:
- Tap “Forgot Password” on the login screen
- Enter your email address
- Check your email for a password reset link
- Click the link and create a new password
Account Not Found:
- Verify you’re using the correct email address
- Check if you signed up with Apple/Google instead
- Try the “Sign in with Apple/Google” button
2.3 Syncing Issues
If your data isn’t syncing across devices:
- Ensure you’re logged into the same account on all devices
- Check your internet connection
- Force close and reopen the app
- Tap “Sync Now” in Settings (if available)
- Wait a few minutes – syncing can take time with large datasets
2.4 Notification Problems
Not receiving notifications?
Check in-app settings:
- Go to Settings > Notifications in the app
- Enable the notifications you want to receive
Check device settings:
iOS:
- Go to Settings > Notifications > HelioCoach
- Enable “Allow Notifications”
Android:
- Go to Settings > Apps > HelioCoach > Notifications
- Enable notifications
2.5 Payment/Subscription Issues
See Section 3 (Account & Billing) below
3. Account & Billing
3.1 Subscription Plans
We offer the following subscription options:
- Pro: $1 per month
- Free tier: Available features
To upgrade or change your plan:
- Go to Settings > Subscription in the app
- Choose your desired plan
- Follow the payment prompts
3.2 Managing Your Subscription
View subscription details:
- Open the app and go to Settings > Account > Subscription
Cancel subscription:
- See our Refund Policy document for detailed cancellation instructions
- For App Store/Play Store purchases, you must cancel through their platforms
3.3 Billing Questions
“Why was I charged?”
- Check if you signed up for a free trial that recently ended
- Subscriptions auto-renew unless canceled
- Verify the charge is from Adventure Works Solutions LLP or helioCoach
“I was charged twice”
- Contact us immediately at heliocoach02@gmail.com
- Include your transaction IDs
- We’ll investigate and issue a refund if necessary
“How do I get a refund?”
- See our Refund Policy document for complete details
- App Store/Play Store purchases: request through Apple/Google
- Direct purchases: email heliocoach02@gmail.com
3.4 Changing Account Information
Update email address:
- Go to Settings > Account > Email
- Enter your new email
- Verify through the confirmation email
Change password:
- Go to Settings > Account > Security
- Tap “Change Password”
- Enter your current and new password
Delete account:
- Go to Settings > Account > Delete Account
- Follow the prompts (this action is permanent)
- Or email us at heliocoach02@gmail.com to request deletion
4. Privacy & Security
4.1 Your Data
We take your privacy seriously:
- Your data is encrypted in transit and at rest
- We never sell your personal information
- You can export your data at any time
- Read our Privacy Policy for complete details
4.2 Export Your Data
To download a copy of your data:
- Go to Settings > Account > Data & Privacy
- Tap “Export My Data”
- We’ll email you a download link within 24-48 hours
4.3 Two-Factor Authentication (if available)
Add extra security to your account:
- Go to Settings > Account > Security
- Enable “Two-Factor Authentication”
- Follow the setup instructions
5. Contact Support
5.1 Before You Contact Us
Please check:
- Have you reviewed the troubleshooting section above?
- Is your app updated to the latest version?
- Have you restarted the app and your device?
This helps us resolve your issue faster!
5.2 How to Reach Us
Email Support (Recommended):
- Send to: heliocoach02@gmail.com
- Response time: Within 24-48 hours
- Include: Your account email, device info, and detailed description
In-App Support:
- Go to Settings > Help & Support
- Tap “Contact Support”
- Fill out the support form
Phone Support:
- Call: +91 9819981337
Social Media:
- Instagram: @heliocoach
5.3 What to Include in Your Support Request
To help us assist you faster, please include:
- Your account email address
- Device type (iPhone 14, Samsung Galaxy S23, etc.)
- Operating system version (iOS 17, Android 13, etc.)
- App version (found in Settings > About)
- Detailed description of the issue
- Screenshots or screen recordings (if applicable)
- Steps to reproduce the problem
- When the issue started
5.4 Response Times
We strive to respond to all inquiries promptly:
- Email: Within 24-48 hours on business days
- Critical issues: Within 4-8 hours
- Weekends/Holidays: May experience slight delays
We’re committed to resolving your issue as quickly as possible!
6. Additional Resources
6.1 Documentation
- Full User Guide: [heliocoach.com/guide]
- Video Tutorials: [heliocoach.com/videos or YouTube channel]
- Blog with Tips & Tricks: [heliocoach.com/blog]
- FAQ: [heliocoach.com/faq]
6.2 Community
- User Forum: [heliocoach.com/community]
- Discord/Slack Community: [Link]
- Reddit: [r/HelioCoach]
6.3 Legal Documents
7. Feedback & Feature Requests
We love hearing from our users!
7.1 Share Your Feedback
- In-app: Settings > Help & Support > Send Feedback
- Email: heliocoach02@gmail.com
- Feature requests: heliocoach02@gmail.com
7.2 Rate Us
Enjoying HelioCoach? Please leave us a review:
- iOS: Open App Store > Search for HelioCoach > Rate & Review
- Android: Open Play Store > Search for HelioCoach > Write a Review
Your feedback helps us improve and helps others discover the app!
Thank you for choosing HelioCoach! We’re here to support you on your journey.