Technical Support

01Contact the support team

For help with Impulse Health on iOS, email us in English or Simplified Chinese. You can also open the app’s Settings → Contact Us to submit feedback.

To help us investigate, include:

• Your iPhone model, iOS version and app version.
• What you were trying to do, what happened and steps to reproduce it.
• The approximate time of the issue and any visible error message.
• A screenshot with sensitive information hidden, if helpful.

For purchase issues, include the product and transaction date or an appropriately redacted Apple receipt if needed. Never send your Apple Account password, verification codes or full payment card details. Reply times depend on the issue; this is not a live or emergency support channel.

02A reading will not start or looks unstable

1. Allow camera access and close any other app using the camera.
2. Follow the app illustration to cover the rear camera lens and flash with your fingertip. Touch gently rather than pressing hard.
3. Keep your hand and phone still, and wait for the on-screen measurement to finish.
4. If the signal stays weak, reposition your finger and try again. Clean the lens and check whether the case obstructs the lens or flash.
5. If the device becomes hot or your finger feels uncomfortable, stop and let it cool before retrying.

The app estimates heart rate from a camera signal; readings can vary. It cannot confirm or rule out illness. For health concerns, consult a qualified healthcare professional rather than relying on repeat app measurements.

03Camera, reminders and tracking permissions

• Camera: iOS Settings → Privacy & Security → Camera → Impulse.
• Reminders: iOS Settings → Notifications → Impulse. Check both system permission and any reminder settings within the app; Focus modes can silence alerts.
• Tracking: iOS Settings → Privacy & Security → Tracking. You can refuse tracking and still use the app; ads and essential network services may remain.

The app may appear as “Impulse” in iOS Settings. Names and paths vary by iOS version. If a permission is restricted, check Screen Time or device management settings, or contact the device administrator.

04Blood pressure and blood oxygen records

These are manual logging features. Measure blood pressure with an appropriate blood pressure monitor and oxygen saturation with an appropriate pulse oximeter, then enter the result in the corresponding app section. The app does not obtain these values from the phone camera.

Check the values, units, date and time before saving. If you save an incorrect record and cannot find an edit/remove option, contact support for guidance for your app version. We cannot change local records remotely.

05I paid, but my features are locked

1. Check that the subscription is active in iOS Settings → your name → Subscriptions.
2. Use the Apple Account that made the purchase for Media & Purchases.
3. Connect to the internet, open the app’s subscription screen and tap Restore.
4. If access is still missing, reopen the app and email support with the product, purchase date and error message.

Restoration applies to eligible purchases; it does not renew an expired subscription or recover local measurement history. Avoid purchasing again solely to troubleshoot missing access.

06Cancel a subscription or trial

Open iOS Settings → your name → Subscriptions → Impulse, then select the cancellation option if available. Check the expiry or renewal information shown by Apple. To avoid renewal, cancel at least 24 hours before the current period or trial ends.

Deleting the app or sending us an email does not cancel an Apple subscription. If the subscription is missing, check the Apple receipt and account used to buy it. For account-specific billing help, contact Apple.

07Request a refund

For purchases billed by Apple, sign in to reportaproblem.apple.com with the purchasing Apple Account and follow the refund request process. Eligibility and decisions are determined by Apple and applicable consumer law; our support team cannot approve Apple refunds.

08Records, device changes and deletion

Measurement history is stored locally; the current app does not provide cloud synchronization of that history. Profile information submitted through the profile service is stored separately online. Restoring purchases restores eligible paid access, not measurement records.

Before deleting or reinstalling the app, keep copies of any records you need. In iOS storage settings, Delete App removes local app data, while Offload App preserves it. Device backups and Keychain identifiers are separate; do not assume deleting the app deletes all information or that a backup can restore your history.

To request access, correction or deletion of information we hold, email us with “iOS Privacy Request”. Mention the app and your request; we may need limited information to locate your service record. Do not send passwords. A deletion request is separate from subscription cancellation.

09Crashes, network errors or failed feedback

1. Close and reopen the app, then restart the iPhone if needed.
2. Check for an app update in the App Store and an iOS update supported by your device.
3. Confirm the app has network access and try a reliable Wi-Fi or cellular connection.
4. If profile saving or feedback fails, retry once the connection recovers. You can use the support email if in-app feedback cannot be sent.
5. If the issue persists, send the reproduction steps and version details to support before reinstalling, because reinstalling may erase local records.

10Language and related documents

Use English or Simplified Chinese when contacting us. These pages support both languages; use the language link at the top to switch the same document. This support page covers only the iOS version.

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