Help with Sagoma.

If you have lost your passphrase, use your recovery code.

Your logs, weights and photos are encrypted on your phone before they are sent, with a key derived from your passphrase. That passphrase never reaches us, so we cannot reset it, look it up, or read around it. This is the design, not an oversight.

The recovery code you were shown when you created the account is the way back. Tap "Forgot password" on the sign-in screen and enter it. If you no longer have the code either, the history cannot be recovered by us or by anyone — you can start a new account, but the old entries are ciphertext forever.

Billing is held by the app store, so changes are made there.

Sagoma is free for fourteen days. After that a subscription keeps the coach available. We never take the payment ourselves, so we cannot change or refund one — the store that sold it can.

On Android, open the Play Store, tap your profile picture, then Payments and subscriptions — cancelling there stops the renewal and leaves the current period running to its end. On iPhone it is Settings, your name, then Subscriptions.

Refunds are the store’s to give: play.google.com/store/account/subscriptions on Android, reportaproblem.apple.com on iPhone. If you have paid and the app still asks you to subscribe, tap Restore Purchases on the subscription screen first; that re-asks the store for the receipt, which is the usual fix after reinstalling or switching device.

You can delete the account yourself, or ask us to.

To close the account and erase everything in it, open Me, scroll to the bottom and tap Delete Account. If you cannot get into the app, write to privacy@sagoma.app from the address on the account and we will act within thirty days. Exports are requested at the same address.

Deletion removes the account and the encrypted records attached to it; because we hold no key, what we delete was never readable to us in the first place. Progress photos are encrypted on the device before upload and go with it. Cancel the subscription in the store first — deleting the account does not stop a renewal.

What is erased, what is kept and for how long is set out on the delete-your-account page, linked below.

What to send so the first reply is a useful one.

Tell us the app version (Me → About), the device and its Android or iOS version, what you did, and what happened instead. A screenshot of the screen you were on is worth more than a description of it.

Two things are worth checking before writing. If figures are missing on one device but present on another, that device may be signed in without its encryption key — signing in again restores it. If the coach will not answer, check the connection: it is the one part of the app that cannot work offline.

What Sagoma will not do, on purpose.

Sagoma is not a medical device and does not diagnose, treat or manage any condition. It refuses performance-enhancing drugs, dehydration and peak-week protocols, and deficits below its body-fat floors at any level of insistence.

It also steps back rather than guessing where an answer needs clinical judgement, and it will not build a plan for someone under eighteen or below a healthy weight. If you are in crisis, contact your local emergency number or a qualified clinician — not an app.