App FAQ
Below you will find answers to the most commonly asked questions when using a Pono app.
Getting Started
The app asks for a few types of permission — to send you notifications, to access the health data that you approve, to access your photo library (if you want to add photos/videos anywhere in the app) and to access your audio recorder (if you want to use the dictation).
Allowing notifications lets the app notify you when there is something important, such as a new message or something you need to do.
Allowing health access lets the app show things like your steps, workouts, weight etc on the dashboard so you can see your progress. If you allow then the app can also record things like your weight, nutrition and workouts.
If you deny a permission, the app can still open, but the related feature may not work until you enable that permission in your phone settings.
Allowing notifications lets the app notify you when there is something important, such as a new message or something you need to do.
Allowing health access lets the app show things like your steps, workouts, weight etc on the dashboard so you can see your progress. If you allow then the app can also record things like your weight, nutrition and workouts.
If you deny a permission, the app can still open, but the related feature may not work until you enable that permission in your phone settings.
Open your main phone settings screen, find the app, and you'll see an option to turn the permission back on.
After changing this setting, fully close and reopen the app so it can refresh the new permission.
If you're unable to find where you can reenable the permissions then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, you'll be able to allow the permissions.
After changing this setting, fully close and reopen the app so it can refresh the new permission.
If you're unable to find where you can reenable the permissions then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, you'll be able to allow the permissions.
Syncing & Data Refresh
Sync is not always instant. Open the app, pull to refresh on the main dashboard, and give it a moment to update before assuming something is wrong.
This usually means the health platform has the data but the app either does not have permission to read it or has not refreshed yet. Check permissions first, then reopen the app.
See "How do I force a manual sync?" for more troubleshooting help.
See "How do I force a manual sync?" for more troubleshooting help.
Different platforms may update at different times or use different sources, rounding, or calculation methods.
The best first step is to compare the exact record inside Apple Health (for iPhone) or Health Connect (for Android). Check there if the data is stored correctly. If it is then check the FAQ here for Apple Health or Google Health Connect troubleshooting.
See "How do I force a manual sync?" for more troubleshooting help.
The best first step is to compare the exact record inside Apple Health (for iPhone) or Health Connect (for Android). Check there if the data is stored correctly. If it is then check the FAQ here for Apple Health or Google Health Connect troubleshooting.
See "How do I force a manual sync?" for more troubleshooting help.
Unit settings may be controlled by your phone, the connected health platform, or the app and account settings.
First, tap on the settings icon on the main dashboard, tap profile, and make sure you have selected the correct units.
After that if things still show incorrectly, check the source of the data — Apple Health or Google Health Connect etc, and update your account settings there if needed.
First, tap on the settings icon on the main dashboard, tap profile, and make sure you have selected the correct units.
After that if things still show incorrectly, check the source of the data — Apple Health or Google Health Connect etc, and update your account settings there if needed.
Duplicates usually mean the same data is being imported from more than one source or was logged both manually and automatically.
Tap the settings icon on the main dashboard and choose data sources. Make sure that is connected correctly.
After that, in Apple Health or Google Health Connect review your connected apps and remove one of the overlapping sources if needed.
See "How do I force a manual sync?" for more troubleshooting help.
Tap the settings icon on the main dashboard and choose data sources. Make sure that is connected correctly.
After that, in Apple Health or Google Health Connect review your connected apps and remove one of the overlapping sources if needed.
See "How do I force a manual sync?" for more troubleshooting help.
Open the app, and first make sure that you are on the latest app version. If you see an "App update available" notification inside the notification center (the bell icon at the top of the dashboard) then update your app.
After that, pull down to refresh on the main dashboard.
If you are missing very specific data, then open the relevant screen and pull down to refresh in that screen. For example, if steps data is missing then open the steps widget from the main dashboard and pull down and release from the top of the screen so that you see the "Updating" status. It can take a moment for everything to refresh. If you have just installed the app then it can potentially take several minutes, if you have years worth of data that might be syncing in.
If none of that works, tap the settings icon on the main dashboard and choose "Refresh all data". Confirm on that screen that you would like to refresh everything. You will not lose any data by doing this — but the app will verify everything, look for anything that is missing, and auto-connect or repair anything that it can. In most cases after doing this the data will show up correctly and then sync correctly in future.
If even that does not work then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, and you allow the permissions for Apple Health (iPhone) or Google Health Connect (Android) then everything should sync correctly.
After that, pull down to refresh on the main dashboard.
If you are missing very specific data, then open the relevant screen and pull down to refresh in that screen. For example, if steps data is missing then open the steps widget from the main dashboard and pull down and release from the top of the screen so that you see the "Updating" status. It can take a moment for everything to refresh. If you have just installed the app then it can potentially take several minutes, if you have years worth of data that might be syncing in.
If none of that works, tap the settings icon on the main dashboard and choose "Refresh all data". Confirm on that screen that you would like to refresh everything. You will not lose any data by doing this — but the app will verify everything, look for anything that is missing, and auto-connect or repair anything that it can. In most cases after doing this the data will show up correctly and then sync correctly in future.
If even that does not work then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, and you allow the permissions for Apple Health (iPhone) or Google Health Connect (Android) then everything should sync correctly.
Apple Health (iPhone)
When you first open the app, it will ask whether you would like to allow access to Apple Health. You can also tap the settings icon and choose Apple Health to see the status.
If Apple Health is not connected then open the Health app on your iPhone, go to Apps, choose the app, and turn on the data types you want to share, such as steps, workouts, weight etc. Then reopen the app and pull down on the dashboard to refresh.
If you're unable to find where you can reenable the permissions then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, you'll be able to allow the permissions.
If Apple Health is not connected then open the Health app on your iPhone, go to Apps, choose the app, and turn on the data types you want to share, such as steps, workouts, weight etc. Then reopen the app and pull down on the dashboard to refresh.
If you're unable to find where you can reenable the permissions then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, you'll be able to allow the permissions.
This usually means Apple Health permissions are off, the steps are coming from a different data source than expected, or the app has not refreshed yet.
First confirm the steps appear in Apple Health. Open the Apple Health app, choose steps, and look in data to be sure that the data is in there.
Then check the "How do I enable Apple Health access for the app?" FAQ above to learn how to correctly connect Apple Health.
First confirm the steps appear in Apple Health. Open the Apple Health app, choose steps, and look in data to be sure that the data is in there.
Then check the "How do I enable Apple Health access for the app?" FAQ above to learn how to correctly connect Apple Health.
Make sure your latest weight actually appears in Apple Health first. Open the Apple Health app, choose weight, and look in data to be sure that the data is in there.
If it does, confirm the app has permission to read weight data, then reopen the app and refresh your dashboard or check-in screen.
Check the "How do I enable Apple Health access for the app?" FAQ above to learn how to correctly connect Apple Health.
If it does, confirm the app has permission to read weight data, then reopen the app and refresh your dashboard or check-in screen.
Check the "How do I enable Apple Health access for the app?" FAQ above to learn how to correctly connect Apple Health.
Sync can stop after an iOS update, app update, device restore, or a permission change.
Check that Apple Health permissions are still enabled, then fully close and reopen the app.
Check the "How do I enable Apple Health access for the app?" FAQ above to learn how to correctly connect Apple Health.
Check that Apple Health permissions are still enabled, then fully close and reopen the app.
Check the "How do I enable Apple Health access for the app?" FAQ above to learn how to correctly connect Apple Health.
Google Health Connect (Android)
Health Connect is Android’s health-data hub that lets approved apps share data like workouts, steps, and weight. The app needs Health Connect access so it can read the information you choose to share.
Open Settings, then Health Connect, then App permissions, choose the app, and enable the data types you want to share. After that, reopen the app and refresh.
If you're unable to find where you can reenable the permissions then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, you'll be able to allow the permissions.
If you're unable to find where you can reenable the permissions then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, you'll be able to allow the permissions.
First make sure your steps exist in Health Connect. Open up Health Connect, choose Steps, and check that the data is in there.
Then confirm the app has permission to read step data.
When you have done this, reopen the app and refresh, since sync often updates only after the app is opened.
Check the "How do I enable Health Connect permissions for the app?" FAQ above to learn how to correctly connect Health Connect.
Then confirm the app has permission to read step data.
When you have done this, reopen the app and refresh, since sync often updates only after the app is opened.
Check the "How do I enable Health Connect permissions for the app?" FAQ above to learn how to correctly connect Health Connect.
First make sure your weight exists in Health Connect. Open up Health Connect, choose Weight, and check that the data is in there.
Then confirm the app has permission to read step data.
If everything looks correct, fully close and reopen the app to trigger a refresh.
Check the "How do I enable Health Connect permissions for the app?" FAQ above to learn how to correctly connect Health Connect.
Then confirm the app has permission to read step data.
If everything looks correct, fully close and reopen the app to trigger a refresh.
Check the "How do I enable Health Connect permissions for the app?" FAQ above to learn how to correctly connect Health Connect.
Some data sources only share data after permissions are enabled, so activities from before you connected Health Connect may not import automatically. New data should sync more reliably once the connection is active.
Notifications
The most common cause is that notifications were disabled in your phone settings.
On iPhone, go to Settings, then Notifications, then choose the app. On Android, go to Settings, then Apps, then choose the app, then Notifications, and enable the notification types you want.
Also make sure Focus, Do Not Disturb, battery restrictions, or notification summaries are not silencing them.
If even that does not work then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, and you allow the permissions for Notifications, you should start correctly receiving them.
On iPhone, go to Settings, then Notifications, then choose the app. On Android, go to Settings, then Apps, then choose the app, then Notifications, and enable the notification types you want.
Also make sure Focus, Do Not Disturb, battery restrictions, or notification summaries are not silencing them.
If even that does not work then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, and you allow the permissions for Notifications, you should start correctly receiving them.
This usually means background activity is being limited by battery optimization or system settings. Allow background activity where available, then reopen the app.
Photos, Videos & Uploads
This is usually caused by photo library permission being denied, or the upload being interrupted.
On iPhone, go to Settings, choose the app, then Photos, and allow access.
On Android, go to Settings, then Apps, choose the app, then Permissions, and enable Photos or Media access.
If that does not work and you are still unable to access photos or videos then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, the first time that you try to open a photo or video it will ask for permission. Allow full access and from then on you will be able to correctly access your photos and videos.
On iPhone, go to Settings, choose the app, then Photos, and allow access.
On Android, go to Settings, then Apps, choose the app, then Permissions, and enable Photos or Media access.
If that does not work and you are still unable to access photos or videos then completely delete the app and download it again from the App Store (Apple) or Google Play (Android). When you then sign in, the first time that you try to open a photo or video it will ask for permission. Allow full access and from then on you will be able to correctly access your photos and videos.
Photo access lets you choose existing images and videos for things like check-ins, progress photos, forms, or other uploads. The app only uses the photos you choose to share.
Camera access is only needed if you want to take a new photo directly inside the app. If you prefer, you can upload a photo from your library instead.
Login & Account Access
Use the Forgot Password link on the sign-in screen and follow the reset email or instructions. If you do not receive it, check your spam folder and confirm you are using the correct email address.
If you signed in originally using Sign in with Apple or Google then use that — you then don't need a password.
If you signed in originally using Sign in with Apple or Google then use that — you then don't need a password.
Apps may log you out after updates, password changes, security events, or reinstalling the app. Sign in again with the same email and password you normally use, or sign in using Sign in with Apple or Google.
App Performance
Display issues are usually caused by unusual accessibility or display settings.
First, restart the app. If things still do not look correct then check your main phone settings screen and look specifically at the display and accessibility settings. Change any display zoom options etc back to their normal values. If that does not fix it, restart your phone.
First, restart the app. If things still do not look correct then check your main phone settings screen and look specifically at the display and accessibility settings. Change any display zoom options etc back to their normal values. If that does not fix it, restart your phone.
Close the app completely and reopen it. If the issue continues, make sure that the app is updated to the latest version and restart your phone.
First, tap the settings icon within the app and choose "Refresh all data". Confirm on that screen that you would like to refresh everything. You will not lose any data by doing this — but the app will verify everything, look for anything that is missing, and auto-connect or repair anything that it can. In most cases after doing this the data will show up correctly and then sync correctly in future.
If that does not work, then on many Android devices you can go to Settings, then Apps, choose the app, then Storage, and clear cache.
If none of this works, completely delete the app then download it again from the App Store or Google Play.
If that does not work, then on many Android devices you can go to Settings, then Apps, choose the app, then Storage, and clear cache.
If none of this works, completely delete the app then download it again from the App Store or Google Play.
Reinstalling clears temporary local data and refreshes the app installation, which can fix corrupted state or stuck permissions. Your account data will still be available after you sign back in.
This is usually a network issue, such as poor signal, Wi-Fi problems, a VPN, or a temporary outage. Try switching between Wi-Fi and cellular and reopening the app.
One network may be blocking or weakening the connection. Switching networks, disabling VPNs, or checking data restrictions and firewalls usually resolves it.
Support
Use the support method provided by the company you are working with, such as email, chat, or your coach’s help channel. If the help page includes a support contact, start there.
When you contact them, say what is not working — for example, what you are expecting to happen or to see, and what is actually happening or what you are seeing. Include a screenshot or a screen video showing exactly what you see. The more detail you provide, the faster support can reproduce the issue and help you solve it.
When you contact them, say what is not working — for example, what you are expecting to happen or to see, and what is actually happening or what you are seeing. Include a screenshot or a screen video showing exactly what you see. The more detail you provide, the faster support can reproduce the issue and help you solve it.