At a glance
- Accounts & synchronization
- Plans & permissions
- Records & privacy requests
What to include in a support request
Email hello@metainnovation.site. Share only the information needed to explain the issue; do not include your password or full payment-card details. Product support cannot provide medical advice or emergency care.
- The app version and whether you use iOS or Android.
- The screen or action involved and what you expected to happen.
- Whether the issue happens every time or only in a particular situation.
- An optional screenshot with unrelated personal information removed.
Account and synchronization questions
Supported record synchronization is associated with a signed-in account and needs an internet connection. Do not assume records created in a guest session are already backed up to a signed-in account.
If records are missing on another device, first check that you used the same sign-in method and account. Keep the device with the original records available while investigating. Contact support before uninstalling or clearing app data when you are unsure whether your records have synchronized.
Paid features and purchase access
GlowBack is free to download. Recording limits and features such as scanning, extended weight trends, Body Journey, health import, widgets, and exports can require an eligible plan. The current in-app offer is the place to check pricing and access.
If paid access looks incorrect, check the store account used for the purchase and the GlowBack account you are using. Include the platform, app version, and the feature that is still locked in your support request. Avoid sending full payment details.
Camera, notifications, health import, and widgets
Device settings and background behavior differ between iOS and Android. Some changes become visible only after returning to the app or the operating system refreshes the widget.
| Feature | What to check first |
|---|---|
| Camera or photo selection | The app’s camera or photo permission in device settings |
| Food recognition or photo upload | Your internet connection and, for scanning, plan access |
| Medication reminders | Notification permission, reminder settings, and the scheduled date and time |
| Health-data import | On iOS: Apple Health source records, selected permissions, and eligible plan access. Check whether your version exposes the import option. |
| Home-screen widgets | The widget has been added, the app has saved current data, and your plan includes access |
Correcting records or exporting your history
For an unexpected chart or total, check the date, time, unit, and amount in the source record first. A food estimate can be corrected in the entry, and changing a dose record can change the medication-level curve.
PDF and CSV export depend on your installed version, a visible export entry, an eligible plan, and available injection records. If no export option is visible or no data is available, contact support for help accessing your information. Review any generated file before sharing; it is not a complete account backup.
Account deletion and privacy requests
The app’s account-management settings include a Delete Account action. Review any records you need to retain before using it. Account deletion and a store subscription are separate matters; check your subscription status in the store where you purchased it.
For questions about access, retention, or deletion of your information, email hello@metainnovation.site. The team can help explain what the account action covers and how to make a further data request. Refer to the privacy policy and terms linked in the footer.
A little more clarity
Common questions
Can support tell me whether to change my treatment?
No. Contact your qualified healthcare professional for medication, dosing, or symptom concerns. GlowBack support helps with the product and your account.
Why do my screens look different from the website?
Previews may show another app version or platform. Screen labels, features, and paid access can differ. Send your app version and device type if you cannot find a described feature.
Are photos and recognition entirely on my device?
No. Adding photos and using image recognition involve online services. Account synchronization is also a connected feature. Read the privacy policy for data handling and contact the team with specific privacy questions.