IRIS may be merciless, but we're not. If something's broken, billing's confusing, or you need your data deleted — write us. Most answers below.
Browse FAQs
Common questions on credits, scanning, and subscriptions — answered below.
Report a bug
Use the template below so we can reproduce and ship a fix fast.
01 Common questions
How do I restore my purchases?
If you've reinstalled ASCEND or switched devices, restore your subscription in two places:
Inside the app: open Profile → Settings → Restore Purchases.
From iOS: open Settings → [your name] → Subscriptions to confirm your ASCEND subscription is active.
How do I cancel my subscription?
Subscriptions are managed by Apple. Cancel anytime in iOS Settings → [your name] → Subscriptions → ASCEND → Cancel Subscription.
Cancel at least 24 hours before your renewal date to avoid the next charge. You'll keep access until the end of your current billing period.
How do I delete my account and data?
Open Profile → Settings → Delete Account. This removes your local database, Keychain entries, photos, and analytics buffer from your device.
To delete backend data (profile, streak counters, leaderboard entry), email support@ascendapp.us from the address tied to your account. We process deletion requests within 30 days.
Camera isn't working during a scan
ASCEND needs camera permission. Check iOS Settings → ASCEND → Camera and make sure it's enabled.
If permission is on but the camera still fails, force-quit ASCEND (swipe up from the app switcher) and reopen. If it still doesn't work, email us — include your iPhone model, iOS version, and app version.
How do scan credits work?
Each body scan uses one credit. You earn or get credits in four ways:
- Active Monthly or Yearly subscribers receive 1 free credit per week.
- Hitting diamond milestones (D7, D21, D42, D90) grants bonus credits.
- Maintaining streaks may unlock occasional bonus credits.
- Purchasable consumable packs: 3 ($2.99), 8 ($5.99), or 20 ($9.99).
Purchased credits do not expire.
What data does ASCEND collect?
Short version: name, email, gender, age, height/weight, goal data, scan photos, optional Apple HealthKit reads, auth tokens, and subscription status. No third-party analytics. No advertising IDs. No cross-app tracking. Body photos are analyzed via Anthropic's zero-retention Claude API.
Full breakdown is in the Privacy Policy.
Is ASCEND a medical device?
No. ASCEND is a fitness app. AI body analysis is informational only and is not a substitute for professional medical advice or diagnosis. Consult a healthcare professional for any medical decisions.
Can I use ASCEND on Android or iPad?
Right now, no. ASCEND is iPhone-only and requires iOS 17 or later. Android and iPad versions are not currently on the roadmap.
I forgot my password / can't sign in
If you signed up with Apple or Google, sign in with the same provider — there's no separate password.
If you registered with email + password, tap Forgot password on the sign-in screen. Still stuck? Email support@ascendapp.us with the email address on your account.
How do I change my email address?
Email-change requests are handled manually to protect account security. Send a request from your current account email to support@ascendapp.us with the new email you'd like to use. We'll confirm and switch it within 48 hours.
02 Account issues
For any of the following, email support@ascendapp.us from the email address tied to your ASCEND account:
- Account recovery — locked out, lost access to the email used at signup.
- Data deletion — request removal of backend profile, streaks, and leaderboard entry.
- Email change — update the address on file.
- Leaderboard removal — remove your display name from public leaderboards.
03 Report a bug
Help us reproduce and ship a fix faster. Copy the template below into an email to support@ascendapp.us — or just fill out the form. Screenshots and screen recordings are gold.