Support

01. GET IN TOUCH

The fastest way to reach us: support@underhooked.app

We answer within 5 business days. If you're writing about a bug, please include:

Your iOS or Android version
Your app version (Profile → Settings → bottom of page)
Steps to reproduce the issue
Screenshots or screen recording if you can grab one

For privacy / data deletion / GDPR requests, see the privacy policy.

02. COMMON QUESTIONS

HOW DO I LOG MY FIRST SESSION?

From the Home tab, tap the big purple LOG SESSION button. The form takes you through gi/no-gi, duration, gym, energy before/after, and any rolls or submissions you want to log. Two minutes after class is the sweet spot.

WHAT'S A ROLL?

A round of live sparring with one partner. You can log multiple rolls per session.

WHAT'S THE DIFFERENCE BETWEEN A HIT AND A CAUGHT SUBMISSION?

Hit = you finished it on someone. Caught = someone caught you with it. The data drives your hit-rate stats and surfaces patterns over time.

HOW DOES BELT PROGRESSION WORK?

Each belt has 4 stripes (except black, which has 6 degrees). XP from sessions, streaks, and milestones drives a progress bar. When your coach actually promotes you in real life, tap GOT PROMOTED on your profile to update your in-app rank.

WHAT'S AN A-GAME?

The techniques you actually finish with consistently. Mark them in your playbook and the app surfaces hit-rate signals so you know what's really working.

HOW DO I FIND MY GYM?

Profile → Gym Finder. Search by name, city, or browse the map. If your gym isn't listed, you can add it.

03. SUBSCRIPTION HELP

HOW DO I UPGRADE TO PREMIUM?

Tap any Premium feature (Journal Analytics, CSV export, etc.) — the paywall slides up. Or go to Profile → Subscription.

HOW DO I CANCEL?

Cancellations go through your device settings, not the app:

iOS — Settings → Apple ID → Subscriptions → UnderHooked → Cancel
Android — Play Store → Subscriptions → UnderHooked → Cancel

You keep Premium access until the end of your current billing period.

I CANCELLED BUT I'M STILL SEEING PREMIUM FEATURES?

That's expected — you keep access until your current billing period ends. After that the app reverts to free, but your data stays intact.

I NEED A REFUND.

Refunds go through Apple or Google directly:

reportaproblem.apple.com for iOS
Google Play support for Android

We can't process refunds directly — the platforms own the billing relationship.

I'M A MEMBER OF AN UNDERHOOKED OS GYM. WHY AM I BEING ASKED TO PAY?

Two possible causes:

Your gym's OS subscription lapsed — ask your coach to check Billing in OS
Your home gym in UnderHooked isn't set to the right gym — Profile → Gym Finder → set the correct one

I BOUGHT PREMIUM ON IOS BUT IT'S NOT ACTIVE.

Profile → Subscription → Restore Purchases. That re-fetches your subscription state from Apple. If that doesn't work, email us.

04. YOUR DATA

HOW DO I EXPORT MY TRAINING DATA?

Premium users: Journal tab → Download icon (top right) → exports a CSV with sessions, rolls, and submissions.

Everyone: Profile → Privacy & Data → Download My Data → exports a full JSON archive of everything in your account.

HOW DO I DELETE MY ACCOUNT?

Profile → Privacy & Data → Delete Account. This removes your training data, profile, and subscription association within 30 days. You'll get a confirmation email.

CAN MY COACH SEE MY PRIVATE NOTES?

Only if you have a coach AND you've specifically opted in to injury sharing. Your training journal notes are private to you by default. Profile → Privacy & Data has the relevant toggles.

I SWITCHED PHONES. HOW DO I GET MY DATA BACK?

Sign in with the same email — your data is in the cloud, not on the device. If you used Sign in with Apple or Google, use the same provider. If you can't remember which one, email us with the email address you used.

05. GYM + COMMUNITY

HOW DO I JOIN MY GYM?

Profile → Gym Finder → search for your gym by name or city → tap “Set as Home Gym”. If your gym uses UnderHooked OS, your coach might also send you an invite link that pre-fills this for you.

WHAT'S A TAP-IN / QR CHECK-IN?

Some gyms display a rotating QR code at the front desk. Scanning it via the QR icon on the Home tab logs your attendance and earns +25 XP. It's also the signal your coach uses to know who's actively training.

WHY IS MY COACH NOT SEEING MY TRAINING?

Coaches only see members with their own gym's OS subscription active. If you're in the leaderboard but the coach can't message you, something's mismatched — email us with both your username and the gym name.

HOW DO I LEAVE A GYM?

Profile → Gym Finder → tap your current gym → Leave Gym. Your data stays with you.

06. REPORT A BUG

If something's broken, email support@underhooked.app with:

What you were trying to do
What you expected to happen
What actually happened
Your iOS/Android version + app version
Screenshot or short screen recording if possible

You can also share feedback inside the app: most paywalls and the tour have a “Send feedback” option that pre-fills your account info.