Quick checks first
- Update FindMyBalance and your phone to the newest available version.
- Close and reopen the app, then check your internet connection for online features.
- Confirm the relevant camera, microphone, location, notification or Health permission is enabled.
- If the issue remains, email us with the app version, phone model and what happened.
Account and sign-in
I did not receive an email code
Check spam or junk folders, confirm the address is correct and wait a few minutes before requesting another code. Open the newest code only.
Apple or Google sign-in
Use the same sign-in provider you originally selected. A different provider can create a separate account even if the visible email looks similar.
I changed phones
Signing in restores the account itself. Personal history is local-first, so restore from a supported device backup or your encrypted FindMyBalance backup where available.
Delete an account
Use the Delete Account option in Profile, or follow the verified request process on our Delete Account page.
Food logging, barcode and Meal Scan
Search results or portions look wrong
Open the food, review its serving option and quantity, and use custom grams or millilitres when appropriate. Packaged foods can change, so compare nutrition with the label.
A barcode is not recognised
Use good light, keep the full barcode inside the frame and try again. You can search the product name or create a custom food if the product is not yet available.
Meal Scan is an estimate
Review each detected item, quantity and nutrition before logging. Photos are processed only when you choose the feature and are not kept as a FindMyBalance photo library.
Voice Log heard the wrong thing
Speak naturally in a quiet place, include useful quantities such as “two slices of toast”, then correct the review before saving.
Meal Plan and Shopping
Meal Plans use your saved target, dietary preferences, allergens, household size and planning choices. Household quantities affect preparation and Shopping, while your personal planned serving determines your own calories and macros.
- Use Meal Plan settings to review preferences.
- Swap a meal when it does not suit the day.
- Planned food does not count as eaten until you log it.
- Check packaged ingredient labels because brands and allergen formulations vary.
Workouts, Apple Health and Health Connect
Health and workout features depend on device capability and permissions. Open your phone’s Health or permission settings if steps, energy, heart rate or distance are missing. Outdoor route tracking needs location access while the workout is active. GPS and calorie figures are estimates and can vary by device.
FindMyBalance does not use Health information for advertising.
Encrypted backup and restore
Where available, export an encrypted FindMyBalance backup and keep both the file and recovery information safe. The file may contain your eligible local history and profile photo. Meal Scan source photos are excluded.
- Choose a location you control, such as Files or a supported document provider.
- Do not send the backup or recovery information to somebody you do not trust.
- Restore only a backup you created and verify the account requested by the app.
- FindMyBalance cannot recover a backup if required recovery information is lost.
£14.99/year Ad-Free
Purchases are handled by Apple or Google. If you already subscribed but still see ads, confirm you are using the same store account, then open the Ad-Free page and choose Restore Purchase. Store processing can take a short time.
Manage renewal or cancellation in your Apple App Store or Google Play subscription settings. Deleting the app or account does not cancel an active store subscription.
Privacy and advertising choices
You can review advertising consent, device tracking permission, Health access, notifications and other controls through the app and device settings. See Privacy Choices for a simple guide.
Still need help?
Email the support team. Include your phone model, operating system, app version, the screen involved and the steps that caused the issue. Do not send passwords, backup recovery information or unnecessary health details.
We aim to reply as soon as practical. FindMyBalance support is not an emergency or medical service.