1. Contact us
Need a hand? Send us a message below and we'll get back to you, usually within 24 to 48 hours.
Can't sign in, or the app won't load? Email coach@physiquepilot.com directly and include the address on your account.
2. Billing and cancellation
How the free trial works
New users get a 14-day free trial with full access, or 28 days if you join through a partner gym’s link and subscribe on our website. You won't be charged during the trial, and you can cancel any time before it ends to avoid being billed. Each email address can have one free trial.
Pricing
After the trial, Physique Pilot is £7.99 every 4 weeks, or £72 per year (which works out to £6 per month, saving 30%). Prices are in pounds sterling. On the website your card is taken when the trial starts and first charged when it ends.
How to manage or cancel your subscription
Subscriptions are handled securely by Stripe and managed from within the app:
- Open Physique Pilot and go to Settings.
- Find the Subscription section.
- Tap Manage subscription to open the secure billing portal, where you can update your payment details or cancel.
Your subscription renews automatically unless cancelled before the end of the current period. After cancelling, you keep access until the end of the period you've already paid for.
Refunds
If you ask within 14 days of your first payment, we refund it in full and end your subscription. On the website or in the Android app, email us at coach@physiquepilot.com. Apple handles every App Store refund, so if you subscribed in the iPhone app, request it from Apple at reportaproblem.apple.com. Our Terms of Service have the full refund terms.
If you believe you were charged in error, or have any other billing question, email us and we'll help sort it out.
3. Account
Signing in
You can sign in with Apple, Google, or your email and password. Use the same method you originally signed up with to get back into your account. If you signed up with email and have forgotten your password, use the "Reset password" link on the login screen.
Deleting your account and data
You can delete your account and associated data at any time from within the app, under Settings → Your account. If you can't reach that screen, email us at coach@physiquepilot.com from your account email address and we'll delete your account and data for you.
Deleting your account removes your profile, your health and fitness data, your progress photos and your coaching history. It is erased straight away and cannot be recovered. Encrypted backups, kept only to recover from a system failure, expire within 30 days. We keep a scrambled form of your email address so each address gets one free trial, and the payment records the law requires us to keep.
Deleting your account cancels a subscription you took out on our website. It can’t cancel one from the App Store or Google Play: cancel that with Apple or Google first, or they will keep charging you.
Deleting some of your data, without closing your account
You do not have to delete your account to delete your data. From Settings you can permanently delete all of your cycle tracking data, clear your entire conversation history with The Pilot, and reset your logged training progress while keeping your program, meal plan and goals. Individual entries, such as saved foods, planned meals and single conversations, can be deleted one at a time wherever they appear. Each of these is immediate and cannot be undone.
If you want something removed that you cannot reach yourself, email us at coach@physiquepilot.com from your account email address and tell us what to delete.
For more detail on what data we hold and how we handle it, see our Privacy Policy.
4. Troubleshooting
Apple Health data isn't syncing
Physique Pilot can read your weight, steps, workouts, sleep, heart rate variability and resting heart rate from Apple Health. If your data isn't showing up, open the Health app, go to your profile, then Apps and Services, select Physique Pilot, and make sure the relevant permissions are turned on.
Barcode scanning or the camera isn't working
Scanning needs camera access. On an iPhone, go to Settings › Physique Pilot and make sure Camera is enabled. On Android, go to Settings › Apps › Physique Pilot › Permissions.
I can't log in
Confirm you're using the Apple ID you originally signed up with. If the app won't load or seems stuck, try closing and reopening it, and check you're on the latest version from the App Store. If it persists, email us and we'll investigate.
Something else
If your issue isn't covered here, email coach@physiquepilot.com and we'll help you out.