Support

01 How to reach us

One channel for everything — support@vireo.coach. Write in English or Ukrainian.

• Response time — usually one to two business days.
• Urgent (lost access, suspected unauthorised sign-in) — put “URGENT” in the subject line.
• Questions about your diet, plan or workouts — those go to your coach, in the app chat.

02 Account and sign-in

Forgotten password

On the sign-in screen, tap “Forgot?”. A code arrives by email; check your spam folder if it does not show up within a few minutes.

The email with the code never arrives

The most common cause is a typo in the address used at sign-up. Write to us from the address you tried to use and we will tell you what happened to it.

Signing in with Apple or Google

If you created your account with Sign in with Apple or Google, keep using the same button — such an account has no password until you set one. With “Hide My Email”, our emails go to your private Apple relay address.

Deleting your account

In the app: Profile → Delete account. Deletion is permanent — your profile, diary, metrics, messages and uploaded documents go with it. We ask for your password or a one-time code to confirm.

Can't access the app? Email support@vireo.coach from the address your account is registered with. We'll send a confirmation email to that address and delete your account along with all your data within 30 days of your reply.

You can also delete just part of your data and keep the account. Individual records — meals, measurements, runs, lab results, photos — are deleted in the app itself. For anything else, send the same email: we'll confirm the request the same way and delete it within 30 days.

03 Your data

• Who sees it. Your coach sees what you enter as part of working together. If you have no coach, nobody but you sees your entries.
• A copy of your data. Email support@vireo.coach from your account address and we will send it to you.
• Disconnecting from a coach. On the coach card on the home screen, open “Actions” → “End cooperation”. Your entries stay with you.
• What exactly we collect and who we share it with is in the Privacy Policy.

04 The app

Notifications do not arrive

Check the notification permission for Vireo in your phone settings. If you once declined it, it can only be restored there — the system prompt will not appear in the app again.

Run tracking stops

The route is recorded while a run is active, including when the screen is locked. If the track breaks off, grant the app “Always” location access and turn off battery saving for it.

Steps are not showing

Steps are read from Apple Health (iOS) or Health Connect (Android). Open the steps card and grant access; on iOS a revoked permission can only be restored via Settings → Health.

Installing the app

If a coach invited you, the link is in their email and the instructions are on the invitation page.

05 For coaches

• The dashboard is at app.vireo.coach. The mobile app is for clients; the coach dashboard runs in a browser.
• Subscription and payment — in the dashboard, “Subscription”. Prices are on the pricing page.
• Billing or refund questions — email support@vireo.coach with the date and amount of the payment.

06 Objectionable content

If something abusive, demeaning or threatening turns up in a review, in a coach's reply or in your messages, tell us. We handle these as fast as we can, normally within 24 hours — separately from the general support queue.

• Email support@vireo.coach with REPORT in the subject.
• Say where you saw it (a review, the chat) and roughly when — that is enough for us to find it.
• Content that breaches the acceptable-use rules is removed, and we may restrict or terminate the author's account.

You do not have to wait for our reply to protect yourself: you can disconnect from a coach yourself at any time — Profile → “End cooperation”. Their access to your data ends immediately.