Mainstay Support
Mainstay is a personal AI fitness coach for iPhone and Apple Watch, operated by ALC SFR LLC, d/b/a Mainstay. This page covers the most common account, subscription, and app questions. If you do not find your answer here, email us.
Contact
Support email: andrew.collins188@gmail.com
We aim to reply within two business days. Include your iPhone model, iOS version, and (if relevant) your Apple Watch model so we can help faster.
Restore your purchases
If you reinstalled the app or moved to a new iPhone and your subscription is not recognized:
- Make sure you are signed in to the same Apple Account that made the original purchase (iOS Settings, then your name at the top).
- Open Mainstay and go to the subscription screen.
- Tap Restore Purchases.
Your access returns without paying again. If it does not, email us with the approximate purchase date.
Cancel your subscription
Subscriptions are billed by Apple and managed in iOS, not inside Mainstay:
- Open Settings on your iPhone.
- Tap your name at the top, then Subscriptions.
- Tap Mainstay, then Cancel Subscription.
You keep access until the end of the period you already paid for. Two things that surprise people:
- Deleting the app does not cancel your subscription. The subscription lives with your Apple Account, not the app.
- Deleting your Mainstay account does not cancel your subscription either. Cancel in iOS Settings first if you do not want to be billed again.
Refunds for past charges are handled by Apple: visit reportaproblem.apple.com and sign in with your Apple Account.
Delete your account
You can delete your Mainstay account directly in the app:
- Open Mainstay and go to Profile.
- Tap Delete Account and confirm.
This permanently deletes your account and all personal data (profile, workouts, progress, health snapshots, and coach history) from our servers immediately. It cannot be undone. Remember: deleting your account does not cancel an active subscription (see above).
Common issues
- My weekly plan did not generate. Plan generation usually takes under a minute after onboarding or a weekly refresh. If it stalls, check your internet connection, then close and reopen the app. If it still fails, email us.
- My Apple Watch is not syncing sets. Make sure the Watch app is installed, Bluetooth is on, and both devices are unlocked at least once after a restart. Sets logged while the devices are apart sync when they reconnect.
- Heart rate or recovery data is missing. Mainstay needs Health permissions. Open the iPhone Health app, go to Sharing, then Apps, then Mainstay, and confirm the read permissions are on.
- I cannot sign in. Mainstay uses Sign in with Apple. Check iOS Settings, your name, Sign in with Apple, and confirm Mainstay is listed. If you previously chose Hide My Email, that address still works; do not create a second account.
- A workout looks wrong or unsafe for me. You can swap any exercise in the app or ask the coach to adjust it. Also read our safety and limitations page.
Related pages
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