01 · Contact
support@hectr.app
One address for everything: bugs, questions about how tracking works, account access, billing.
Email is the only support channel — there is no phone line and no live chat, so nothing offered elsewhere in our name is from us. We read everything that arrives and reply as soon as we can.
02 · What to include
Four things turn a report we cannot act on into one we can:
- Your device and OS version, and the watch too if it was involved.
- The app version — the App Store or Google Play listing shows what you have installed.
- Roughly when it happened: the date and time of the session.
- What you expected, and what happened instead.
Screenshots help. Please do not send identity documents, payment card details or anything else we have not asked for — we do not need it and would only have to delete it.
03 · Common problems
Reps were missed, or counted twice. Counting reads motion from the watch, so the watch has to be on the wrist doing the work — a phone in a pocket cannot see the set. Tell us the exercise and which set, and we can look at what the sensors returned.
The watch will not pair with the phone. Both apps have to be installed and signed in to the same account, with the phone nearby for the first handshake. If the pairing screen keeps waiting, send us the time you tried it.
A session is missing from history. Sets logged without a connection stay on the device and upload when it next has one. If a session is still missing after the app has been online, that is a bug — tell us instead of entering it again by hand.
Your gym is not on the list. A workout needs a gym chosen, because the equipment there is what the plan is built from. If the search does not find yours, send us its name and address.
04 · Account and data
Closing your account: Delete account — in the app, or by email if you no longer have access to it.
What is collected and why: Privacy Policy and Camera & Data.