Something not working?
Email [email protected] and a person will answer — usually within one working day. Race this week? Say so in the subject line and we’ll jump it.
Billing and subscriptions
Change your card, switch between monthly and annual, download invoices, or cancel — all of it is self-serve in the Stripe billing portal. Open it from your account and sign in with the email you used at checkout; Stripe sends a secure link, so there’s no extra password.
Cancelling stops the next renewal and you keep Pro until the period you’ve paid for ends. If CarbRate isn’t working for you, email us within 30 days of a charge and we’ll refund it.
I paid, but the app still shows the free tier
Pro is tied to your CarbRate account rather than to the device. Make sure you’re signed in to the app with the same email you used at checkout, then close the app fully and reopen it — the entitlement is re-checked on launch. If it still hasn’t landed after a couple of minutes, email us with the address you paid with and we’ll fix it at our end.
Apple Health
Connecting Apple Health is optional and the app works completely without it. If you want to turn it off after granting it, go to the iOS Settings app › Privacy & Security › Health › CarbRate. CarbRate only ever reads from Health — it never writes to it. The detail of what it reads and why is in the privacy policy.
Deleting your account
Open the You tab in the app and choose Delete account. It removes your profile, races, plans, sweat tests, saved products and course progress, and cancels any active subscription immediately. It is permanent and we can’t recover it afterwards — if you only want to stop paying, cancel the subscription instead.
No longer have the app installed? Email [email protected] from your account address and we’ll do it for you.
My plan’s numbers look wrong
Nine times out of ten it’s an input: check your body weight, your goal time and your gut tolerance in the You tab, since all three move the carbohydrate target a long way. If it still looks off, email us your race, your goal time and what the app is showing — we’d genuinely rather hear about it than have you race a number you don’t trust.
A product in the catalog is out of date
Manufacturers reformulate and we don’t always catch it immediately. Send us the product and a link to the current label and we’ll re-verify it. You can also add your own products in the app if something you use isn’t listed yet.
Something else
Email [email protected]. Bug reports are welcome and feature requests get read — a good number of what’s in the app came from runners writing in.