Support

We're happy to help with anything CoachBase-related. Below are the situations that come up most often; if yours isn't here, write to us at the address at the bottom of this page.

Common situations

My trainer account is still pending approval

A trainer account becomes active only after document verification. Make sure you have uploaded your certificate, diploma and identity document. If the documents are not legible or the names do not match, the application may be rejected — you will be notified and can upload them again.

Until approval you cannot reach any client data. That is a deliberate restriction that protects clients' health information.

I can't connect to my trainer

There are two routes:

1. Invitation link. Your trainer sends an invitation to your email address; registering through the link connects you automatically. If the email has not arrived, check your spam folder.
2. Referral code. You can enter your trainer's permanent code (for example EGEMEN01) during signup or later from your profile. Make sure you type it in capitals with no spaces.

I can't start my workout

A training day can only be started on the day it was planned for. That rule is enforced on the server so that adherence stays meaningful. If you need the days rearranged, message your trainer.

Report scanning isn't working

• Make sure the whole report is in frame and the text is sharp.
• Glare and shadows make reading harder; shoot on a flat surface in even light.
• Each account has a limited number of scans. If you have used yours up, you can enter the values by hand.
• The result is never saved automatically. Review the values in the preview and confirm them; correct any misread field before confirming.

I want to leave my trainer

You can end the relationship from your profile screen. The moment it ends, your trainer's access to your data stops — progress photos included. Your own history stays with you.

I want to export my data

Use the export my data option on the profile screen to download the records held in your account.

I want to delete my account

You can permanently delete your account from the profile screen. If you cannot reach the app, follow the instructions on the account deletion page.

When you write to us

Including the following helps us resolve things faster:

• The email address on your account
• Your role (client or trainer)
• Device and OS version (for example iPhone 14, iOS 18)
• Which screen the problem happened on, and a screenshot if you have one

Please do not attach health data, passwords or identity documents to a support email. If we ever need any of those, we will point you to a secure route.

Response time

We answer support requests on weekdays during business hours, usually within two working days.