Support
How can we help?
Most answers are below. If you are still stuck, email us and a real person will get back to you, usually within two working days.
Email us
Bugs, account problems, feature ideas or feedback. Include your username and your iPhone model if something is broken.
support@yourdomain.comSubscriptions
Pro is billed through Apple. Manage, cancel or request a refund from your Apple ID.
Manage subscriptions →Common questions
How is my rank calculated?
For each muscle group, Level Up takes your best estimated one-rep max on key lifts and compares it with strength standards for your sex and bodyweight. Each group gets a score from 1 to 99. Your overall strength score is the average, and it maps onto 35 tiers from Bronze I to Plutonium V.
My rank looks wrong. What should I check?
Make sure your sex, date of birth and bodyweight are up to date on the Profile tab, since all three affect the standards you are compared against. Also check that recent sets were logged with the right weight and unit.
Why did my rank go down?
Ranks follow your current strength. If you update your bodyweight, the standards you are compared with change too, so your score can move up or down.
Does Level Up work offline?
Yes. Workouts are saved on your phone first and sync to your account when you are back online. Keep the app open until you see your workout in history before deleting it or signing out.
How do I switch between kilograms and pounds?
Open the Profile tab and change Weight Unit. You can switch back at any time.
How do I add friends or join a group?
Open the Social tab, tap add friend and search for their username to send a request. To join a group, ask a member to invite you, or create your own group from the Groups tab and invite your friends.
How do I cancel Level Up Pro?
Subscriptions are managed by Apple. On your iPhone, open Settings, tap your name, then Subscriptions, choose Level Up and tap Cancel Subscription. You keep Pro until the end of the period you have paid for.
I bought Pro but it is not unlocked
Open the Pro screen in the app and tap Restore purchases, making sure you are signed in to the same Apple ID you used to subscribe. If that does not work, email us with the date of purchase.
How do I get a refund?
Apple handles all App Store payments, so refunds are requested from Apple at reportaproblem.apple.com.
How do I delete my account?
Open the Profile tab and tap Delete Account. This permanently removes your account, workouts and records and cannot be undone. Remember to cancel any Pro subscription in your Apple ID settings too.