Troubleshooting & Support
9 articles
Can Nutrola support cancel my subscription or issue a refund?
No. Nutrola subscriptions and refunds are handled by Apple or Google Play, so support guides you to the right store, it cannot cancel or refund for you.
How to attach a screenshot when contacting support
Yes. In Nutrola's in-app support chat, tap the paperclip icon, choose Camera or Photo library, and your screenshot is added to the conversation.
How to report a bug
Report a bug in Nutrola through the in-app support chat (Contact us) or by emailing support@nutrola.app with clear details.
My data isn't syncing
If Nutrola data looks out of date, check your connection, confirm you're on the right account, then force-close and retry to refresh from the server.
Nutrola won't open or keeps crashing
If Nutrola won't open or keeps crashing, update the app, restart your device, check your connection, then reinstall as a last resort.
Using the in-app support chat (Sophia)
Open Profile/Settings, Support & Legal, Contact us to chat with Sophia, Nutrola's in-app support assistant with guided buttons and free typing.
What happens when I ask to talk to a human in support chat
Choosing Talk to a human in Nutrola's support chat sends your full conversation to the team as a ticket; they typically reply within about 24 hours.
What to do if the app shows 'Oops! Something went wrong'
Nutrola's 'Try Again' button clears only local app cache and reloads the app; your meals, goals, and account stay safe on the server.
Which day does a late-night meal count toward?
A meal counts toward the calendar day you log it on in your device's local time zone, so a meal before midnight stays on that day.