Support

Support

Email support@shakeout.io with what went wrong, and we will reply to the address you wrote from.

What to include

• What you were doing, what you expected, and what happened instead.
• Roughly when it happened, and the date of the session or run it is about.
• Your phone model and iOS version, and the app version from the App Store.
• A screenshot, if the problem is something on screen.

Write from the address you sign in with, or tell us which one it is. We never need a password, and we will never ask for one.

You can also send feedback from inside the app. It reaches the same place.

Connecting a watch

Open the ME tab, then Connected apps, and pick your watch. An Apple Watch takes sessions straight from the app. A COROS watch can be connected to your Shakeout account, so runs come in and sessions go out on their own: how the COROS connection works. Any other watch takes a session as a .fit file you share to the watch's own app.

A run did not tick off its session

Shakeout reads runs from Apple Health. Check that Shakeout is allowed to read Workouts, Heart Rate and Workout Routes in the iOS Settings app, under Privacy and Security, then Health. A run recorded on another watch reaches Shakeout once that watch's app has written it to Apple Health, or straight from COROS if you connected it. You can also share a .fit file into the app.

A new phone, or a reinstall

Sign in with the same account you used before. Your plan, your fitness score and every logged run come back from the backup. Run routes do not, because they never leave your phone; Apple Health fills them in again as it syncs.

Your subscription

Apple bills the subscription, so you manage or cancel it in your App Store account settings, and refunds go through reportaproblem.apple.com. We cannot cancel or refund it for you. The Terms of Use have the details.

Deleting your account

Open the ME tab and choose Delete account. That removes your account, your backup and the training on your phone, and it cannot be undone. The Privacy Policy says what is kept afterwards and for how long.