Contact & Support

If you run into issues using OneFloors, want to delete your account, cancel your subscription, or have privacy questions, please check the self-serve guides below. If you can't find an answer, just email us.

Contact

We respond to all email within 24 hours (excluding weekends and Taiwan public holidays). App Store review correspondence is prioritized.

Self-serve guides

Delete your account

  1. Sign in to the app.
  2. Go to Settings → Account & Privacy → Delete Account.
  3. Follow the on-screen confirmation; personal data is purged within 30 days.
  4. Note: deleting your OneFloors account does NOT cancel your Apple subscription (see "Cancel Coach Pro subscription" below).

Cancel Coach Pro subscription

  1. Open the iOS Settings app.
  2. Tap your Apple ID at the top → Subscriptions.
  3. Find "OneFloors Coach Pro" → tap Cancel Subscription.
  4. Cancel at least 24 hours before the period ends to avoid the next charge.
  5. For refund disputes, file a request at reportaproblem.apple.com per Apple's refund policy.

Restore purchases

  1. Sign in to the app with the same Apple ID used at the time of purchase.
  2. Go to Settings → Subscription → Restore Purchases.
  3. If you have a different Apple ID, switch your Apple ID in iOS Settings first and retry.

Forgot password / sign-in issues

  1. Tap "Forgot password?" on the sign-in page and enter your registered email.
  2. Check your email (including spam) and follow the link to reset.
  3. If you signed in with Sign in with Apple or Google, simply sign in the same way again.
  4. Still stuck? Email [email protected] with your registered email and device model.

Revoke Apple HealthKit access

  1. Open iOS Settings → Privacy & Security → Health → OneFloors.
  2. Turn off Step Count access.
  3. The app automatically falls back to a non-HealthKit display mode.
  4. You can re-enable any time from the same place.

FAQ

Does the OneFloors student side cost money?
No. The student side is permanently free with no paywall. The coach side offers a single monthly subscription (NT$490/month) paid only by the coach.
Can the AI's diet or training suggestions be treated as medical advice?
No. All AI output is labelled "for reference only" and does not constitute medical advice, diagnosis, or treatment. If you have health concerns, chronic illness, pregnancy, post-surgery recovery, or are on medication, consult a qualified medical professional first.
Will you sell my step count to advertisers?
No. Step count read from HealthKit is processed strictly on-device, never uploaded to our servers, and never used for advertising, marketing, or sale (per Apple App Store Review Guideline 5.1.3). See Privacy Policy § 5.
How long until my data is purged after I delete my account?
Within 30 days, excluding records we are legally required to retain. See Privacy Policy § 9.
Can I be paired with multiple coaches at the same time?
Yes. You can view and manage the list of coaches you are paired with inside the app.

Report a bug or send feedback

If you hit a bug, want to suggest something, or just want to tell us what you like or dislike, please email us. When reporting a bug, please include the app version, device model, and reproduction steps — it helps us fix it much faster.