Support

I can't log in

Check these four things:

1. 1Are you using the same email address you signed up with on the website? A typo or a second address is the most common cause.
2. 2Is there a stray space before or after your email address or password? That happens easily with autofill.
3. 3Is your connection poor? Turn your wifi off and on, or try mobile data.
4. 4Still no luck? Request a new password via the link below. That almost always works.

You need an active membership to log in. You don't create an account in the app; you do that on the website. Do you see a message that your access is paused or expired? Email us and we will look into it.

I forgot my password

Go to forgot password and enter your email address. You will get an email with a link to choose a new password. The link works for 1 hour.

No email? Check your spam or junk folder. For security we always show the same confirmation, even if no account belongs to that address. So also check that you used the right address. If the link has expired, request a new one.

How do I cancel my membership?

You do that yourself in the app, in two taps:

1. 1Open Settings and tap Membership.
2. 2Tap Cancel membership and confirm.

You keep access until the end of the period you have already paid for. After that it stops by itself. No small print, no phone call needed. On the monthly plan it stops at the end of the current month. On the yearly plan at the end of the year you paid for in advance; if you have since continued month by month, at the end of the current month. Changed your mind? In that same screen you can reactivate as long as the period is running. If it doesn't work in the app, email us.

Do you have a yearly plan and don't cancel? Then after that first year your membership continues month by month, and you can cancel every month. The details are in the terms and conditions.

Can I pause?

Yes. Busy, injured or no room for it right now? Go to Settings → Membership and choose Pause for 4 weeks. Your payment and your programme are then on hold for 4 weeks; your schedule, progress and profile are kept. After that everything continues by itself.

Did you pay for a year in advance? Then you can pause in the last month of that year; pausing earlier would only cost you paid time. Resuming early takes one tap, as long as your paid period is still running.

I want my data or my account deleted

You can, at any time, and you don't need to give a reason:

1. 1In the app: Settings → Privacy & data → Delete my account.
2. 2Or by email: send a message to anton.hulshof6@outlook.com with the subject "Delete account", from the address of your account.

If you do it in the app, it happens immediately: your data is removed and an active membership is cancelled at the same time, so nothing more is charged. If you email the request, we handle it within 30 days and confirm when it is done. Exactly what is removed and what is kept (as required by law) is explained on deleting your Mathieu Coaching account.

Only want your progress photos gone? You can delete them one by one in the app; your account stays. Want only your health data (weight, measurements, nutrition, photos) erased but stay a member? Then withdraw your consent under Settings → Privacy & data. Note: deletion cannot be undone.

I want to change my username, photo or visibility

Go to Settings → Edit profile. There you change your name, username and photo, and choose whether your profile is visible to other members (on by default). Your weight, check-ins and progress photos are never visible to others, whatever you choose here; only a before-and-after comparison that you put in a community post yourself is seen by others. You change your language under Settings → Language.

An exercise or video won't load

It is almost always the connection. Try this in order:

1. 1Swipe the app away and open it again. The video then starts loading again.
2. 2Check your connection: videos need internet, even though you can do the rest of your workout offline.
3. 3Are you on a gym's wifi? It sometimes blocks video. Switch to mobile data.
4. 4Still nothing? Email us the name of the exercise and the programme. We will fix the video.

Don't know the exercise or don't have the machine? Use the swap option in the player to switch to an alternative for the same muscle group. Your weights and sets stay as they are.

My workout or meal is missing

The app also works without internet: your sets and logs are saved on your device and send themselves as soon as you are back online. So open the app with internet on and wait a moment. If something is still missing after you have been online, email us with the date. We will look it up.

I can't find a product in the food diary

Scan the barcode first; that finds most packaged products. Otherwise search for a shorter, more common term ("oats" instead of the brand). If you really can't find it, add it as your own product with the values from the label. Next time it will be right there.

Who can see my progress photos?

Only you. Not even Mathieu can access them, and other members certainly can't. When you upload, we automatically remove the hidden data from the photo, including the GPS location.

The only exception is one you make yourself: if you put two of your photos in a community post as a before-and-after comparison, that copy is visible to everyone who sees the post, including Mathieu. Delete the post and the copy is gone; your photos themselves stay private. Read more in the privacy policy.

My post is hidden or my account is temporarily blocked

We only do that when something goes against the community rules (terms and conditions, article 12), and you always get an email with the reason. Don't agree? Email us; we will review it again and reply within 14 days. You can still cancel and delete your account in the meantime.

My question is about my training, nutrition or check-in

Do your check-in in the app every week: you get immediate feedback on your weight and your training, and you see your progress under Progress. If you have a question that isn't answered there, email it to anton.hulshof6@outlook.com; we will pass it on to Mathieu. Is it about pain, an injury, a fever or medication? Contact your doctor or physiotherapist first. Health comes first.