There are three routes when you get stuck, and they’re meant for different questions.
This help centre. Explanations of how the app works, always available. In the app it’s behind the question mark at the top right, under Articles, and you can search it without signal.
The chat with support. For questions about your account, a fault or something that isn’t right. It searches this help centre first and passes you to a person if there’s nothing useful there. We read along on working days.
Your own coach. For everything about your training and nutrition: why your plan looks the way it does, whether an exercise can be swapped, how to deal with an injury. Support can’t say anything useful about that, because they don’t know you. Use the chat screen in the app.
Your gym. For your subscription, your classes, an order or a payment. They keep your records.
What we don’t do. Medical advice. If you have pain, dizziness or doubts about whether exercising is sensible, a GP or physiotherapist is the right person.