How can we help?
Quick answers to the questions people actually ask. Can't find what you need? Send us a message from the Support page, or email support@ketotracker.ai — we read every message.
Getting started
Set up your profile
On first launch, pick your direction (Lose, Gain, or Maintain), your pace (Steady, Moderate, or Fast), and your net-carb target (15g to 30g). Everything else — calorie and protein targets, recipe limits, the Today card — derives from those three. You can replay setup any time from Settings.
Log your first meal
Tap + Log on Today. Pick Photo, Describe, Favourite, or Scan. The four land in the same editable list — every item is editable before it saves, so you're never stuck with a number you didn't choose.
Track your first weigh-in
From Today, tap the weight delta. In the sheet, enter your weight, optionally add ketones and waist, and snap a progress photo. One routine instead of two errands. Ketones and waist never carry yesterday's value forward — they stay optional.
Log your first workout
Tap + Log, then pick Workout. Search for an exercise ("ohp", "rdl", "press-up" — the names people actually type), add a set, and the next set pre-fills with the same weight and reps. Cardio logs minutes, not sets.
Common questions
Do I need an account?
No. Install the app and start. There is nothing to create, nothing to log into, no email to verify. Your log lives on your phone.
How do I switch between lbs and kg?
Settings → Units. The change applies everywhere at once. Your existing log is preserved — a 225 lb squat stays a 225 lb squat even if you switch the app to kg. Totals convert for display; the stored value doesn't change.
How do I export my data?
Settings → Export. Three formats: CSV (every meal and weigh-in as spreadsheet rows), PDF (a formatted summary for a doctor), or full JSON backup. All three leave through the normal share sheet.
What happens when I run out of AI credits?
The app keeps working — the food table, weigh-ins, photos, exports, everything except AI calls. Simple descriptions still parse via the on-device food table. Photo estimates, AI description parsing, recipe suggestions, and coach chat stop until you upgrade to Pro or set up BYOK.
What's BYOK (Bring Your Own Key)?
A one-time $79.99 unlock that lets you plug in your own LLM API key (xAI Grok or MiniMax). After that, every AI feature routes through your provider account, at their price, with no markup from us. See the BYOK setup guide for step-by-step instructions.
What's the difference between Lose, Gain, and Maintain?
The app asks which way you're going and adjusts targets, recipe limits, and the Today card accordingly. Carbs stay a ceiling in every direction — this is still a keto app. Protein and calories flip between minimums and maximums based on your direction. Pick one in setup; change it any time in Settings.
Troubleshooting
The barcode scanner isn't recognizing a product
The scanner tries both UPC-12 and EAN-13 — a scan that "should" work usually does. If it still doesn't, the product isn't in Open Food Facts yet, or the barcode is damaged. You can always fall back to Photo or Describe.
My weigh-in is wrong — can I fix it?
Yes. Open the weigh-in from the weight delta card and edit it. Or open it from Settings → History and edit/delete from there. The change applies everywhere immediately, including the chart.
The coach chat isn't responding
Check Settings → AI Provider. If you're on Free, you've used your lifetime allowance. Either upgrade to Pro (monthly allowance) or set up BYOK (unlimited on your key).
My data is gone after reinstalling
Your log lives on the device. If you uninstalled the app, the data is gone — that's the trade-off for "no account, no cloud copy." For next time: Settings → Export → JSON, and store the backup somewhere safe.
AI gave me bad macros / a weird recipe
It can and does. AI features use large language models and they make mistakes. Edit any item before it saves. The food table shows you which rows are hand-curated (verified) and which are estimated — the AI is only consulted when the on-device table doesn't have a confident answer.
Contact us
The quickest way to reach us is the form on the Support page, which needs no email app, or email us. We read every message and reply to every one that leaves us a way to — bug reports, privacy requests, partnership ideas, or just to say something isn't working the way you expected. Billing is handled by the App Store and Google Play, which we can't change; here's where to go.
General support
Privacy & data requests
Security disclosures
What to include in your message
The more of these you can include, the faster we can help — but don't let the lack of any one of them stop you from writing in:
- What you were doing — the screen you were on, the action you tapped, what you expected to happen
- What actually happened — a screenshot is worth a thousand words; attach one if you can
- Your device — iPhone 15 / Pixel 8, iOS 17.4 / Android 14, app version (Settings → About)
- Your plan — Free, Pro, or BYOK (Settings → AI Provider)
- If a purchase didn't unlock: whether you've tried Settings → Restore purchases
Response times and what to expect
- Bug reports and "it doesn't work": under 24 hours on weekdays, with a follow-up once we have a fix or a workaround
- Privacy and data requests: within 30 days, as required by GDPR / CCPA
- Refund questions: we'll point you at the right channel for your store, since we can't issue refunds ourselves — Apple and Google handle payment
- Feature requests: read by the team, logged, no individual response unless we have a question
Before you write in
Check the FAQ above — most questions ("how do I export?", "what happens when I run out of AI credits?") are answered there. If your question is in the FAQ, the answer is faster than any email.