Docs📱 App🆘 Support🐛 Troubleshooting

Troubleshooting

Common Issues

Photo Upload Fails

Symptoms:

  • Photo doesn’t upload
  • Error message appears
  • Analysis doesn’t start

Solutions:

  1. Check Permissions

    • Go to Settings > CalorieBeat
    • Enable Camera permission
    • Enable Photo Library permission
    • Restart the app

  2. Verify File Size

    • Photos must be under 10MB
    • Try taking a new photo instead of using an existing one
    • Reduce image quality in camera settings

  3. Check Internet Connection

    • Ensure stable WiFi or cellular connection
    • Try switching between WiFi and cellular
    • Check if other apps can connect

  4. Clear App Cache

    • iOS: Settings > General > iPhone Storage > CalorieBeat > Delete App (preserves data)
    • Android: Settings > Apps > CalorieBeat > Storage > Clear Cache

AI Analysis Not Working

Symptoms:

  • “Analysis failed” error
  • Stuck on “Analyzing…” screen
  • No results returned

Solutions:

  1. Check API Usage Limit

    • Go to Settings > Usage Stats
    • Verify you haven’t reached 50/50 limit (free tier)
    • Wait until next month or upgrade to premium

  2. Verify OpenAI API Configuration

    • Contact support if issue persists
    • Check API status at status.openai.com

  3. Try Manual Entry

    • Use manual entry as a fallback
    • Go to Add Post > Manual Entry
    • Search for food in database

  4. Retake Photo

    • Ensure good lighting
    • Photo should be clear and focused
    • Show full plate/meal
    • Avoid shadows or glare

Login Fails

Symptoms:

  • Cannot sign in with Google/Apple
  • “Authentication error” message
  • Stuck on login screen

Solutions:

  1. Clear Cache and Retry

    • Close the app completely
    • Clear app cache
    • Reopen and try again

  2. Check Internet Connection

    • Verify stable internet
    • Try different network
    • Disable VPN if active

  3. Verify Account Status

    • Check if Google/Apple account is active
    • Ensure email is verified
    • Try signing in to Google/Apple directly

  4. Try Magic Link

    • Use email login instead
    • Check spam folder for magic link
    • Link expires in 10 minutes

  5. Check Supabase Configuration

    • Contact support if issue persists
    • Verify OAuth credentials

Charts Not Displaying

Symptoms:

  • Empty analytics dashboard
  • “No data available” message
  • Graphs don’t load

Solutions:

  1. Ensure Sufficient Data

    • Need at least 2-3 entries for charts
    • Log some meals or workouts
    • Wait a few seconds for data to sync

  2. Check Date Range

    • Verify selected date range has data
    • Try “Last 30 Days” filter
    • Ensure you’re not viewing future dates

  3. Verify Analytics Service

    • Pull to refresh on analytics page
    • Check network connection
    • Restart the app

  4. Clear Analytics Cache

    • Settings > Clear Cache
    • Restart app
    • Navigate back to analytics

Theme Not Persisting

Symptoms:

  • Theme resets to default
  • Dark/Light mode not saving
  • Theme changes don’t apply

Solutions:

  1. Check Storage Permissions

    • Grant storage permissions
    • iOS: Settings > CalorieBeat
    • Android: Settings > Apps > CalorieBeat > Permissions

  2. Verify AsyncStorage

    • Clear app data and reconfigure
    • Reinstall app if issue persists

  3. Update App

    • Check for app updates
    • Install latest version

Sync Issues

Symptoms:

  • Data not syncing across devices
  • Changes not saving
  • Old data showing up

Solutions:

  1. Check Internet Connection

    • Ensure stable connection
    • Data syncs in background

  2. Force Sync

    • Pull to refresh on home screen
    • Log out and log back in
    • Restart the app

  3. Verify Account

    • Check if logged in to same account
    • Settings > Account

Payment/Subscription Issues

Symptoms:

  • Payment fails
  • Subscription not activating
  • Still showing as free tier

Solutions:

  1. Verify Payment Method

    • Check card details
    • Ensure sufficient funds
    • Try different payment method

  2. Check Subscription Status

    • Settings > Manage Subscription
    • Verify with App Store/Play Store
    • Check email for receipt

  3. Restore Purchase

    • Settings > Restore Purchases
    • Wait for confirmation
    • Restart app

  4. Contact Support

App Crashes

Symptoms:

  • App closes unexpectedly
  • Freezes during use
  • Won’t open

Solutions:

  1. Restart Device

    • Close all apps
    • Restart phone
    • Reopen CalorieBeat

  2. Update App

    • Check for updates
    • Install latest version
    • Bug fixes included

  3. Free Up Storage

    • Ensure device has free space
    • Delete unused apps
    • Clear cache

  4. Reinstall App

    • Delete app
    • Reinstall from store
    • Data syncs from cloud

Performance Issues

Slow Loading

Solutions:

  • Check internet speed
  • Close background apps
  • Clear app cache
  • Restart device

High Battery Usage

Solutions:

  • Disable background refresh
  • Reduce screen brightness
  • Update to latest version
  • Check for rogue processes

Getting Help

In-App Support

  1. Go to Settings
  2. Tap Help & Support
  3. Select your issue
  4. Chat with support or submit ticket

Email Support

[email protected]

Include:

  • Device model and OS version
  • App version
  • Steps to reproduce issue
  • Screenshots if applicable
  • Error messages

FAQ

Check the in-app FAQ section for quick answers to common questions.

Community

  • Join our Discord server
  • Visit r/CalorieBeat on Reddit
  • Follow @CalorieBeat on Twitter

Bug Reports

Found a bug? Help us improve!

What to Include

  1. Device Information

    • Model: iPhone 14 Pro, Samsung Galaxy S23, etc.
    • OS Version: iOS 17.2, Android 14, etc.

  2. App Version

    • Found in Settings > About

  3. Steps to Reproduce

    • Detailed steps to recreate the bug
    • What you expected to happen
    • What actually happened

  4. Screenshots/Videos

    • Visual proof helps immensely
    • Screen recordings preferred

  5. Logs (if applicable)

    • Settings > Advanced > Export Logs

Where to Report

Feature Requests

We love hearing from you!

How to Submit

  1. In-App Feedback

    • Settings > Send Feedback
    • Describe your idea

  2. Email

  3. Community Vote

    • Visit our feature voting board
    • Upvote existing requests
    • Add new ideas

What Makes a Good Request

  • Clear description
  • Use case explanation
  • Mockups/examples (optional)
  • Why it would help you

Status & Updates

Service Status

Check real-time status at:

  • status.caloriebeat.com

Maintenance Windows

  • Scheduled maintenance announced 24h in advance
  • Usually overnight (2-4 AM EST)
  • Status updates on Twitter

Known Issues

Current known issues are listed at:

  • caloriebeat.com/known-issues

Contact Information

Support Email

[email protected]

Business Inquiries

[email protected]

Press & Media

[email protected]

Response Times

  • Critical issues: 1-4 hours
  • General support: 24 hours
  • Feature requests: 1 week

Last updated: January 2025

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