Support
Help with Sagoma.
One person reads this mailbox and answers within two business days. Below are the questions that arrive most often, already answered — if yours is one of them you will get a faster reply from this page than from us.
Passphrase
If you have lost your passphrase, use your recovery code.
Your logs, weights and photos are encrypted on your phone before they are sent, with a key derived from your passphrase. That passphrase never reaches us, so we cannot reset it, look it up, or read around it. This is the design, not an oversight.
The recovery code you were shown when you created the account is the way back. Tap "Forgot password" on the sign-in screen and enter it. If you no longer have the code either, the history cannot be recovered by us or by anyone — you can start a new account, but the old entries are ciphertext forever.
Subscription
Billing is held by Apple, so changes are made there.
Sagoma is free for fourteen days. After that a subscription keeps the coach available. To view, change or cancel it, open Settings on your iPhone, tap your name, then Subscriptions — cancelling there stops the renewal and leaves the current period running to its end.
Refunds are Apple’s to give, at reportaproblem.apple.com. If you have paid and the app still asks you to subscribe, tap Restore Purchases on the subscription screen first; that re-asks the App Store for the receipt, which is the usual fix after reinstalling or switching device.
Your data
Deletion and export are handled by a separate address.
Write to privacy@sagoma.app from the address on the account to request an export or a deletion. Deletion removes the account and the encrypted records attached to it; because we hold no key, what we delete was never readable to us in the first place.
Progress photos are encrypted on the device before upload and are covered by the same request.
Something is wrong
What to send so the first reply is a useful one.
Tell us the app version (Me → About), the device and iOS version, what you did, and what happened instead. A screenshot of the screen you were on is worth more than a description of it.
Two things are worth checking before writing. If figures are missing on one device but present on another, that device may be signed in without its encryption key — signing in again restores it. If the coach will not answer, check the connection: it is the one part of the app that cannot work offline.
Safety
What Sagoma will not do, on purpose.
Sagoma is not a medical device and does not diagnose, treat or manage any condition. It refuses performance-enhancing drugs, dehydration and peak-week protocols, and deficits below its body-fat floors at any level of insistence.
It also steps back rather than guessing where an answer needs clinical judgement, and it will not build a plan for someone under eighteen or below a healthy weight. If you are in crisis, contact your local emergency number or a qualified clinician — not an app.
Still stuck?
Write to hello@sagoma.app for anything about the app, or privacy@sagoma.app for anything about your data. Both are read by the people who build it.
More answers on the frequently asked questions, or read how Sagoma works.