Support

The fastest way to reach a human is pochi.app@hotmail.com. Bug reports can also be filed from Profile → Settings → Bug tracker inside the app, which is usually more useful because it comes with the details attached.

Billing and refunds

Pochi Premium is an auto-renewing subscription. Launch pricing is $9.99 AUD a month or $79.99 AUD a year. Prices may differ in your region, and the price you see in the app at checkout is the one you pay.

Apple and Google take the payment, not us. That means:

  • Your subscription renews automatically until you cancel it.
  • You are charged through your App Store or Play Store account.
  • Refunds are handled by the store, because we never hold your payment. Request one at reportaproblem.apple.com (iPhone) or Google Play (Android).

Nothing here limits your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded — if something is faulty and we can't fix it in a reasonable time, you may be entitled to a refund. Email us and we'll help you sort it out with the store, or deal with it ourselves where the law puts it on us.

If you were charged after cancelling, or charged twice, email pochi.app@hotmail.com with the store receipt and we'll chase it up with you.

How do I cancel my subscription?

Subscriptions are managed by Apple and Google, not by us.

  • iPhone: Settings → tap your name → Subscriptions → Pochi → Cancel Subscription.
  • Android: Play Store → profile icon → Payments and subscriptions → Subscriptions → Pochi → Cancel.

Cancel at least 24 hours before the period ends, otherwise it renews. Deleting the app or your Pochi account does not cancel it.

I paid but Premium didn't unlock

Open the Premium screen and tap Restore purchase, and make sure you're signed in to the same account you bought it on. If it still hasn't appeared after a few minutes, email us with the store receipt and we'll sort it out.

How do I delete my account?

Profile → Account → Delete account. It removes your account, logs, history, Pochi, friendships and attachments, and clears the data on your phone. It's immediate and can't be undone, and it does not cancel a subscription. If you can't get into the app, see delete your account for how to request it by email.

Why won't steps sync?

Step and active-energy sync currently works on Android through Health Connect. Install Health Connect, then turn the toggle on under Profile → Settings → Notifications and sync, and grant Pochi read access when prompted. Apple Health support on iPhone is still to come.

My Pochi died. Can I get it back?

Yes, once. If you come back and log consistently for seven days you earn a revival for that Pochi. After that a new one hatches and your previous generation is kept in your history.

The food scanner got my meal wrong

It's an AI estimate from a photo and it will sometimes be wrong. You can edit any entry after it's logged, or add the food manually. Don't rely on it for anything medically important.

Something in the app is offensive

Email pochi.app@hotmail.com with enough detail to find it, such as the username or the bug report it appeared on. Content that breaks the terms gets removed.

Still stuck?

Email pochi.app@hotmail.com. Telling us your device, your OS version and what you were doing when it went wrong makes it much faster to fix.