Frequently Asked Questions

Privacy

Where is my data stored?


Two Apple technologies are used to store and secure your data, CloudKit and the Health app. Both CloudKit and the Health app store data encrypted and only you can see and access to your data. No apps or accessories are able to read or write data to the Health app without your explicit permission. In our apps, you are always in control of your data and it is always private to you. Hundreds of millions of Apple device users rely on CloudKit to power Apple apps such as Photos, iCloud Drive, Notes, News, and Safari. In short, the Workout Companion apps are powered by the same back-end that you know and trust from using other Apple services.




Do you sell my data?


Absolutely not. Simply put, we never sell or share your data with anyone. We take your privacy very seriously and manage your privacy diligently. We use industry best practices to ensure your data stays private to you and you are always in control of that data. Rest assured, we NEVER sell or share your data with 3rd parties. For more detailed information about our privacy policies and practices, please refer to our Privacy Policy at https://www.workoutcompanions.app/privacy-policy




Why do you use Sign In with Apple ID?


'Sign in with Apple' is a fast, easy, and very secure way to provide access to apps like ours. It leverages the same privacy and protections that Apple uses to secure your Apple products and services. We think the social media companies already know too much about our lives and we're all for ways to better protecting our personal privacy. 'Sign in with Apple' provides a high degress of secure, protection, and privacy for users which is why we are big fans of it. Instead of using a social media account, or filling out forms and having to remember yet another new password, just tap the 'Sign in with Apple' button, review your information, and sign in quickly and securely with Face ID, Touch ID, or your device passcode. 'Sign in with Apple' also allows you to hide your real email during the sign in process offering even more control over communications with you. You can read more about this on Apple's website: https://support.apple.com/en-us/HT210318




Do you need to know my Apple ID password?


You should know your Apple ID password for security reasons, however you should never share your Apple ID password with anyone. We never see or otherwise need to know your Apple ID password to use 'Sign in with Apple'. 'Sign in with Apple' communications with our app to authenticate you quickly and securely using Face ID, Touch ID, or your device password. These systems are used by Apple to authenticate you on your device and then Apple let's our app know that you are legit and we can log you in. Everything related to your Apple ID is always managed by Apple.





General

I love the Workout Companion, how can I rate and review the app?


  1. Open the Apple Store on your phone.
    Please note, you cannot rate apps on your Watch (yet)
  2. Search for the app by name & click on the app you wish to review.
  3. Scroll down 'Ratings & Reviews' and click on 'Write a Review' under the reviews to let us know what you think!




How do I upgrade to the latest version?


  1. Open the App Store on your Apple Watch​
  2. Scroll to the bottom and select 'Account'
  3. Select Updates
  4. Find the app and click on 'Update'




How can I customize my goals?


  1. Open the app on your Apple Watch
  2. Scroll down and click Settings
  3. Find Goals and set your daily point goal and days per week goal
    *You must have a premium account to set customized goals




How do I manually set my heart rate?


If you want even more accurate workout data, we recommend manually setting your max heart rate!

  1. Open the app on your watch
  2. Scroll past workouts and click on 'Settings'
  3. Find Heart Rate and turn off Adaptive HR
  4. Your Max HR will appear, click on it to manually change it
  5. Important - turn back on Adaptive HR for the best workout experience
If you don't know your max heart rate, just use the formula 220 - age. For example, if you are 35, your max heart rate would be roughly 185 bpm (220-35 = 185).




How do I allow Health Permissions?


Follow these steps to confirm on your iPhone:

  1. Open the Health app on your iPhone
  2. Select the 'Profile' icon in the top right
  3. Select 'Apps'
  4. Look for the Workout Companion and confirm that all permissions are 'On'
Follow these steps to confirm on your Watch:
  1. Open Settings on your Watch
  2. Scroll down and click 'Health'
  3. Select 'Apps'
  4. Look for the Workout Companion and confirm that all permissions are 'On'




How do I change my email address?


  1. Open the app on your Apple Watch
  2. Scroll down and select 'Settings'
  3. Find & click 'Email Settings'
  4. Enter the email you wish to receive summaries with! (Turn off 'Hidden Email' first if it's turned on)
    *Make sure you click Save!




How do I check which app version I'm on?


On your Apple Watch:

  1. Open the app on your Apple Watch
  2. Scroll down and click 'Settings'
  3. Scroll to the bottom and find the string of numbers - this is the version number
    It will probably look something like "V 1.25.0 (1)"
On your Phone:
  1. Open the app on your iPhone
  2. Tap the "Help" tab
  3. Look at the bottom for version number
    It will probably look something like "App Version: 1.25.0.1 (Phone), 1.25.0.1 (Watch)




How do I unsubscribe from workout summary emails?


You'll receive a detailed email summary after each workout with stats such as minutes per zone, calories, points, and more. If you wish to no longer receive these emails, please follow the instructions below:

  1. Open the Workout Companion app
  2. Scroll past 'Start' and click on the 'Settings' tile
  3. Scroll down to 'Email' and click on 'Email Settings' button
  4. Turn off "Send Summary" to unsubscribe from emails
    *Green = on, Grey = off




I have suggestions for improvement, who can I share my ideas with?


We've worked hard to get Workout Companions to where it is today, but we wouldn't be where we are without you! Send us an email at support@pkfitness.com. We'd love to hear from you!





Troubleshooting

How do I delete/reinstall the app?


If you have the watch app & phone app, please start with step 1. However, if you do not have the phone app you can skip to step 4! DELETING THE APP ​​

  1. Find the app on your phone
  2. Hard press on the app until you see 'Rearrange Apps'
  3. Click 'Rearrange Apps' and then click the 'x' button to delete the app.
    NOTE: We recommend selecting 'Save Health Data' when prompted.
  4. Find the app on your Apple Watch
  5. Swipe until you see the delete button then press delete
    (hard press on icon in 'grid mode' to switch to 'list mode')
  6. Open 'Settings' on your iPhone
  7. Click on your Apple ID at the top
  8. Click 'Password & Security'
  9. Tap 'Apps Using Your Apple ID'
  10. Find the app then swipe to delete
REINSTALLING THE APP Go to the App Store on your iPhone and download the app again! If the app does not appear on your Watch after redownloading please confirm you're running Watch OS 6.1 then follow these steps.




I don't see the app on my Apple Watch


Important Note: You must be upgraded to the latest Watch OS and iOS versions to successfully download. Unfortunately, first Generation watches are not compatible. If the app has failed to automatically download the app to your watch, follow these steps to get it downloaded.

  1. Open the App Store on your Apple Watch
  2. Scroll to the bottom and click 'Account'
  3. Select 'Purchased'
  4. Select 'My Purchases'
  5. Find the app and click the download button!
Notes: 1) If you do not see the App store on your watch, you are likely on an older version of watchOS. Please update to the latest watchOS and try again.
2) We recommend enabling automatic app installation/updating. Open the Watch App on your iPhone > select ‘General’ > make sure ‘Automatic App Install’ is enabled




Why aren't I getting email workout summaries?


Please check your spam and promotion/update folders. If you still cannot find your email summaries, follow the steps below: First, log out and back in again Step 1: Open the app on your Apple Watch Step 2: Scroll down and select 'Settings' Step 3: Click 'Log Out' at the bottom of the page Step 4: Force close the app (long-press the side button until you see 'power off' then long-press the crown button until the app dismisses from the background) Step 5: Re-open the app and Sign In again Second, try resending the last workout summary email Step 1: Open the app on your Apple Watch ​Step 2: Scroll down and select 'Settings' ​Step 3: Find 'Email' and click 'Send Last' Third, try changing your email address manually Apple is experiencing some difficulties with their 'Hide Email' feature. Therefore, we recommend manually entering in your email address in Settings:​ Step 1: Open the app on your Apple Watch ​Step 2: Scroll down and select 'Settings'​ Step 3: Find 'Email' and click 'Email Settings'​ Step 4: Manually enter the email address you wish to receive summaries with. (Turn off 'Hidden Email' if it's turned on)




Why are my workouts gone after deleteing and reinstalling the app?


We take pride in providing a private and secure fitness app. Because of this, please note that your workout history will not be retrievable because we do not store your workouts on our servers. If you've subscribed, you should be receiving a workout summary after each workout you do. If you're not seeing a workout summary, please check out this FAQ for more info. However, you can always check Health! Apple stores your workout data in Health so you should be able to find what you're looking for in there!




Why does the Workout Companion app quit when starting another app on my watch?


The Apple Watch can only run 1 workout app at a time. This is because workout apps require continuous feedback from the watch's sensors for distance, heart rate, etc. The Watch cannot provide this feedback for multiple apps at once. We've implemented a safeguard notification to make sure you're aware that the Workout Companion stopped recording once you started another workout app on the Watch. We recommend choosing 1 workout app to run on your Watch at a time.




Why does the app have trouble reading my heart rate?


There a few reasons why the app could have trouble reading your heart rate: First, make sure that your Apple Watch is comfortably snug on your wrist. A loose watch jor too tight watch will have trouble reading your heart rate. Second, move your watch to the bottom of your wrist during your workout. The Apple Watch reads heart rate via light so by moving the sensor to the lightest part of your wrist you increase the chances of accurate readings. Third, check to make sure 'Workout Power Saving Mode' is turned off: Open the Watch app on your phone > click General > scroll down and make sure Workout Power Saving Mode is turned off

Lastly, check that your Health permissions are properly set: Open Settings on your Apple Watch > scroll down and select Health > click Apps > find and click on the app > make sure all permissions on turned on.




I'm having trouble logging in with my Apple ID


Please note you will need a verified Apple ID in order to sign in to the app. If you do not have a valid Apple ID set up on your phone, please do this first before following the steps below.

  1. Make sure you have legit & accessible email addresses for your Apple ID
    (Open Settings on your iPhone > click your Name/Apple ID at the top of the page > click Name, Phone Numbers, Email > check your email addresses under 'Reachable At' and 'Hide My Email')
  2. ​Make sure you have two-factor authentication turned on
    (Open Settings on your iPhone > click your Name/Apple ID at the top of the page > click Password & Security > Turn on Two-Factor Authentication if it's not already on)
  3. Make sure your Apple ID has been verified
    (You can verify your Apple ID email address here: https://developer.apple.com/register/error/apple-id/)
  4. Make sure you have a passcode set on your Apple Watch
    (Open Settings on your Apple Watch > click Passcode > set a passcode - you will only need to enter this once a day, not every time you use your watch)
*If all else fails, please make sure you are up-to-date with the latest iOS and WatchOS versions.




Why don't my zones match my studio display?


Some of our users attend studios that use heart rate training display. If you're looking to match this studio display, we recommend you do the following: Step 1: Make sure your biometrics match what your studio has saved for you. This includes DOB, height, weight, sex, and max heart rate. We also recommend turning off 'Adaptive' if you change your max heart rate in our app to match what your studio has on file for you. Step 2: Connect your studio Bluetooth heart rate monitor to your Apple Watch. The Apple Watch reads your heart rate via light while a chest strap heart rate monitor reads your heart rate using electrocardiography to record the electrical activity of your heart. Because the two read your heart rate differently, this means that you can have some slight variations. Therefore, if you're trying to get our app to match your studio, we recommend connecting your studio heart rate monitor to the Apple Watch. How to connect a device to your Apple Watch:
Step 1: Open the Control Center on your Apple Watch Swipe up from the bottom of the watch. Step 2: Click the Bluetooth output icon Step 3: Click 'Connect a Device' (Note: Please do this step at home. If you do it in the studio, it's possible you could accidentally click on someone else's device.) Step 4: Select your device to connect it! If you do not see your device, scroll down on the 'Connect a Device' page to make sure Bluetooth is turned on. You can also access the Bluetooth connection page by opening the Settings app on your Apple Watch & clicking 'Bluetooth'.




Why don't my calories match?


Some apps use a different calorie model than Apple (e.g. Orange Zones) - this means that the calories in Activity might be different than what you see after ending a workout. To fix this, follow the instructio ns below: Step 1: Open the Health app on your phone Step 2: Click the Browse tab Step 3: Click Activity Step 4: Select Active Energy Step 5: Select Data Sources & Access Step 6: Scroll down to the Data Sources list and move the app to the top of the list




Why am I getting 0 calories?


Our apps require the 'Active Energy' read permission in Apple Health. To enable this permission, open 'Settings' on your watch, tap 'Health', then 'Apps', then the name of the app you are using. Be sure all the permissions are enabled. If you are still having trouble, reach out to us at support@pkfitness.com.





Subscriptions

Why is the app is not recognizing that I'm a premium subscriber?


It's possible for the app to get out of sync with the Apple backend that manages subsriptions. When this happens,your phone and/or watch forget the subscription service that should be active. To restore your purchases, follow these steps. 1. Open Workout Companion app 2. Tap on the '? Help' tab 3. Tap 'Restore Purchases' 4. Tap 'Restore Purchases' If you continue to have problems, reach out to us at support@pkfitness.com.




How to I cancel my subscription?


App subscriptions are handling directly with Apple. Only Apple has the ability to change, cancel, or modify your subscription. To cancel your subscription, follow these steps on your iPhone 1) Open the Settings app. 2) Tap your name. 3) Tap Subscriptions. 4) Tap the subscription that you want to manage. 5) Tap Cancel Subscription. If you don’t see Cancel, the subscription is already canceled and won't renew.





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