Support

Can't find the answer here? Email [email protected] and tell us your phone model and what happened. We usually answer within two working days.

Filming

How do I get a good analysis?

• Put your phone on a tripod or lean it against something steady, at about hip height.
• Get your whole body in the frame, head to feet, with a little space around you. The camera guide shows you when you are in the frame.
• Film in good light and wear clothes that stand out from the background.
• Record one complete movement of five to ten seconds.

Can I use a video I already have?

Yes. Pick it from your library in the app. It can be up to 80 MB, in MP4, MOV, M4V or WebM.

Analyses

My analysis failed. Did I lose a free analysis?

No. Only completed analyses count toward your 3 free ones. Film again using the tips above; most failures come from the body being partly out of the frame or a moving camera.

The measurements look wrong.

Tracking gets less reliable when a limb is hidden behind your body or equipment. Try filming from the angle the app recommends for that movement. If it still looks wrong, email us and include the date of the analysis.

Shapewise Pro

How do I cancel?

• iPhone: Settings, tap your name, Subscriptions, Shapewise. Or open your App Store subscriptions.
• Android: Google Play, tap your profile, Payments and subscriptions, Subscriptions, Shapewise. Or open your Google Play subscriptions.

Deleting the app or your Shapewise account does not cancel the subscription.

I paid but I don't have Pro.

Sign in with the same email you used when you bought it, then open the Pro screen and choose Restore purchases.

Can I get a refund?

Purchases go through Apple or Google, so they handle refunds. Request one through Apple or Google Play.

Your account

Do I need an account?

No. You can try Shapewise as a guest. Sign in with your email to keep your analyses if you change phones, and to buy Pro.

How do I delete my account?

In the app: Profile, then Delete account. See what gets deleted.

What happens to my videos?

They are deleted as soon as the analysis is done, and never kept longer than 24 hours. Read the privacy policy for the details.