PulsePulse support
The fastest way to reach us is in the app: Profile → Report a problem. You can also email support@rkmediacompany.com. We reply within 2 business days, usually sooner.
Common questions
How does Pulse work out my calories and protein?
From your sex, age, height, weight and activity level we estimate the calories you burn in a day, then adjust for your goal at a safe pace (never more than about 1% of your body weight a week of loss, and never below a minimum intake). Protein is set from your weight and goal. Change your goal or details any time in Profile → Goals & preferences and your plan rebuilds.
A food’s numbers look wrong.
Food data comes from public databases and other users and isn’t always right. Tap the food and check the serving size first, since that’s the most common mix-up. If the label says something different, create your own version from the label in Log → Create food, or tell us through Report a problem.
The barcode scanner won’t pick anything up.
Make sure Pulse has camera access (phone Settings → Pulse → Camera), hold the phone 10 to 20 cm away with the barcode inside the frame, and turn on the flashlight in low light. If a product isn’t found, search for it by name or add it from the label.
My steps, workouts or weight aren’t syncing.
Go to Profile → Watch & health apps and tap Test connection. On Android, make sure Health Connect is installed and Pulse is allowed to read Steps, Exercise, Weight and Body fat (Health Connect → App permissions → Pulse). On iPhone, check Settings → Health → Data Access & Devices → Pulse. Your watch’s own app needs to be sharing with Health Connect or Apple Health too.
How do I connect my Bluetooth smart scale?
Profile → Smart scale, then step on the scale so it wakes up. Close the scale maker’s own app first, because most scales only talk to one app at a time. Pulse works directly with Renpho and many scales that use the same chip. For others, let their app share weight with Apple Health or Health Connect and Pulse will pick it up from there.
Is Coach a real person? Can it give medical advice?
Coach is an AI that reads your numbers in Pulse. It’s not a person and not a doctor: it won’t diagnose, discuss medication or treat injuries, and it can make mistakes. Coach can suggest changes to your plan, but nothing changes until you tap Apply.
How do I cancel Pulse Plus or get a refund?
Subscriptions are handled by Apple or Google. On iPhone: Settings → your name → Subscriptions → Pulse. On Android: Google Play → profile picture → Payments & subscriptions → Subscriptions → Pulse. Refunds are decided by Apple (reportaproblem.apple.com) or Google (through Google Play) under their policies.
I got a new phone and lost Plus.
Sign in with the same account, then open the Pulse Plus page and tap Restore purchases. Use the same Apple ID or Google account you bought it with.
Delete your account
You can delete your Pulse account and all of its data at any time.
In the app
- Open Pulse and tap your profile picture.
- Scroll down and tap Delete account.
- Type DELETE and tap Delete my account.
Without the app
Email support@rkmediacompany.com from the email address on your account with the subject “Delete my account”. We’ll confirm it’s you and delete it within 30 days, usually within 2 business days.
What gets deleted
Your profile, plan and goals; every food, water, weight and workout log; progress photos; Coach conversations; groups you created (for all their members); and your challenge results. This can’t be undone. Error reports and usage counts are kept for up to 24 months without anything that links them to you. Data leaves our backups within 30 days.
Contact
support@rkmediacompany.com
RK Media Labs, Calgary, Alberta, Canada