Support

Answers to common questions, and how to get in touch.

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Getting started

Do I need an account?

No. Workouts, routines and your food diary all work offline without an account. You only need one for chat and for syncing between devices.

How do I set up the Apple Watch app?

Install Tiki on your iPhone, and the watch app installs automatically (or from the Watch app on your iPhone → Available Apps). Start a workout on either device and it appears on the other. To record heart rate, tap "Record heart rate" on the watch and allow Health access.

How do I connect a heart-rate strap?

Go to Profile → Heart-rate monitor → Bluetooth chest strap and follow the steps. Tiki works with straps that use the standard Bluetooth heart-rate service, such as the Polar H10. Wear the strap, moisten the sensors, and keep Bluetooth on.

How do I use Apple Health or Health Connect?

Turn on "Use Apple Health" in Profile → Apple Watch (on Android: Profile → Watch & Health Connect). Tiki reads heart rate and active calories for each workout's time window, and only with your permission. You can turn this off at any time in Profile or in your phone's settings.

Your data

How do I back up or move my data?

Go to Profile → Backup → Export a backup. This creates one encrypted file protected by a passphrase you choose. To restore it, use Profile → Backup → Restore from a backup. We can't recover a forgotten passphrase, so keep it somewhere safe.

How does sync work?

Sign in on each device (Profile → Account) and your workouts, routines and diary sync automatically. Heart-rate and calorie summaries only sync if you turn on "Sync heart-rate & calorie summaries".

How do I delete my account?

In the app, go to Profile → Account → Delete account. This deletes your account and its data straight away. If you can't open the app, see Delete your account.

Purchases and ads

How do I remove ads?

Go to Profile → Remove ads. It's a one-off payment, not a subscription, and it only removes ads. Every other feature is free.

I bought "Remove ads" but still see ads

Go to Profile → Restore purchases, using the same App Store or Google Play account you bought it with. If ads still show, email us.

How do I get a refund?

Purchases are handled by Apple and Google. Request a refund at reportaproblem.apple.com or through Google Play's order history. Your rights under UK consumer law aren't affected.

How do I change my ad choices?

Go to Profile → Privacy & ads → Change your ad consent choices. Ads are non-personalised unless you agree otherwise.

Chat and safety

How do I report or block someone?

Press and hold a message and tap Report message. You can block the person at the same time. You can also block someone from the chat's settings. A block works both ways, and our moderators review every report.

How do I appeal a moderation decision or make a complaint?

Email tiki@tikisapps.com with your username and what happened. We'll review it and reply within [X] working days. If you think someone is in immediate danger, call 999.

Health

Tiki isn't medical advice. Calorie targets and heart-rate readings are estimates. Check with a doctor before starting a new exercise or diet plan. For support with eating, the NHS and Beat can help.