Support

Before contacting support

Include your app version, Android or iOS version, device model, the screen you were using, and the exact non-sensitive error wording. Do not send readings, meter photos, exported reports, passwords, verification codes, secure-link secrets, purchase tokens, or payment details.

Camera, AI, and manual entry

1. Make sure the meter display is fully visible, level, and free of glare.
2. Use the crop to include only the display. The app removes metadata before an AI request.
3. Check that AI consent and Pro access are active if the build requires them.
4. Always compare the candidate with the meter. Edit before saving if needed.
5. If AI is unavailable or uncertain, use manual entry. Your local record flow does not depend on AI.

Account and secure links

An account is required only for online account features. If sign-in fails, check the network, retry once, and confirm you are using the same sign-in provider as before. Invited accounts must use credentials supplied through the authorized review channel.

For a secure link, confirm the selected date range and records before creation. Send any six-digit access code separately from the link. You can review activity or revoke an active link in the app. Revocation cannot remove a copy a recipient already saved.

Health Connect or Apple Health

Health-platform writing is optional and happens after local save. Open the app’s Settings to check permission and sync status. If a write fails, the local record remains available and can be retried. AI Health Records does not use health-platform history as the source for AI recognition.

Subscription, cancellation, and refunds

Open the subscription screen and use Restore if a purchase made with the same store account is missing. Manage or cancel the subscription through Apple App Store or Google Play. Store billing, cancellation deadlines, and refunds are controlled by the store and applicable law; NEXTB LTD does not receive your card details.

Privacy, export, and deletion

Reports and files are created locally and leave the app only when you choose a save or share destination. You can withdraw optional AI consent, delete local records, revoke secure links, or start cloud-account deletion from the app.

You can also read the Privacy Policy or use the direct cloud-account deletion page. Privacy questions go to privacy@nextb.uk.