Support
A person reads this, not a queue. Tell us what happened and where, and you will get an answer from somebody who can look at the account.
How to reach us
Email support@steadylean.me, or use the message box in the corner of the home page. Both arrive in the same place.
Including these four things usually saves a round trip: the email address on the account, what you expected to happen, what happened instead, and the date and time it happened. A screenshot of the screen helps more than a description of it.
The questions that come up most
My account is waiting for approval
New accounts are opened by hand rather than automatically, so there is a wait between finishing the questions and being let in. Your plan is already built and shown at the end of onboarding; it opens once an administrator approves the account. If it has been more than a day, write to us with the address you signed up with.
I cannot sign in
Use forgotten password and a link will be sent to the address on the account. The link works once and expires after an hour. If it does not arrive, look in the spam folder before writing to us — and if it is still missing, tell us and we will look at the record.
Where do I create an account for the iPhone app
On this website, not in the app. The sign-up, the screening questions and the way the plan is put together are all here; the app signs in to the account you made and carries the plan with you. Trainers and administrators sign in here as well — the app is for trainees only.
Nothing has changed in my plan
That is usually the plan working as intended. A change is proposed only after a stall, and only after the programme has checked that the week ran as planned and that the tape is no longer moving. When something is proposed it appears on the plan screen with the reasoning attached, and it waits for a decision — yours, or your coach's if one is attached.
Who decides what happens to my plan
You do, unless a coach is attached to your account, in which case the coach decides and every decision is recorded where you can read it. A coach can also decide to change nothing, and that decision appears in the same place with the reasoning beside it.
What does my trainer see
The trend, your adherence, the training figures and any notes they have written. The tape measurements and the progress photographs are yours to give, one at a time, on the progress screen; until you turn either on, they are not passed to the trainer at all. The privacy page says the same in more detail.
I want my account deleted
You can do it yourself: in the iPhone app under More, then Settings, then Delete my account, or on this website under Settings. It asks for your password again and then removes the account, its records, its photographs on the server and its device tokens. It cannot be undone, so it is worth exporting the record first if you want to keep it.
What we cannot answer
Medical questions. The programme is general fitness and nutrition guidance, not medical advice, and nobody here can tell you whether a symptom, a medication or a condition is safe with it. That is a conversation with a doctor or a registered dietitian, and the screening questions are there to send you to one when it is the right thing to do.
How quickly
Replies come from the people who build the programme, so allow a day or two. Anything that looks like a security problem is read first.