Support
Talk to us
Questions, bugs, ideas: the quickest way to reach us is the chat. In the app, it's under Settings → Help & feedback.
Or write to support@emails.mochiwise.com.
Why don't my numbers match the packaging?
They don't need to. Mochiwise cares about your numbers being consistent, not exact: your weight trend shows what your logged calories are really worth, and your budget is set against that. A label that's 10% off, or oil you forgot to mention, comes out in the wash as long as you log the same way.
Your subscription
After the setup in your first chat, telling Mochi what you eat needs a subscription. It's monthly, renews by itself until you cancel, and is sold only in the Mochiwise app for iPhone, through Apple's App Store. Apple takes the payment; we never see it. Section 2 of our Terms has the details.
Most things about it you can do yourself, right away:
Cancel it, or see when it renews
On your iPhone, open the Settings app, tap your name, then Subscriptions (Apple's instructions). Or, in the Mochiwise app, go to Settings → Subscription → Manage, which opens the same page. Cancel at least 24 hours before it renews, or before your free week ends, and you won't be charged again; it keeps working until the end of the month or week you're in.
Deleting your Mochiwise account doesn't cancel the subscription. Only you can, with Apple.
Get a refund
Apple takes every payment, so Apple decides refunds, not us. Ask for one at reportaproblem.apple.com, signed in with the Apple ID you paid with (Apple's instructions). We can't see your payment or refund it ourselves.
New iPhone, or reinstalled the app
The subscription belongs to your Mochiwise account, not to the phone. Sign in to the same account, with the same email or the same Apple or Google sign-in, and Mochi is there as before.
If the app still asks you to subscribe, tap Restore purchases. It's at the bottom of the panel that offers the subscription, in place of the box where you'd type to Mochi, next to Terms and Privacy. It looks for a subscription on the Apple ID your iPhone is signed in to.
Is a free week still available to me?
Apple gives the free week once per Apple ID. The app asks Apple before it offers the subscription: if your Apple ID can still have the week, you'll see "Start my free week" and the last moment to cancel without paying. We email you a reminder a day before that moment. If you see only the monthly price and Subscribe, it can't.
Use it on the website
A subscription works on the website too: sign in at mochiwise.com with the same account, and talk to Mochi there. The website doesn't sell subscriptions; start one in the iPhone app.
A few things need us. Each button below opens the chat with the question written for you, to add to or change before you send it.
You paid, but Mochi still asks you to subscribe
Try Restore purchases first (see above). If Mochi still asks, tell us: we can see what Apple has reported for your account.
Your subscription is on a different account
A subscription belongs to the Mochiwise account you bought it on. If you bought it while signed in to another one, say with a different email, tell us which accounts, and we'll sort it out.
Delete your subscription history
RevenueCat, which keeps track of subscriptions for us, keeps the history of yours until it's deleted, and deleting your account doesn't delete it there (our Privacy Policy says more). Ask us, and we will. Apple keeps its own record of your purchases.
Your account and data
You can delete your account, with everything in it, in the app under Settings → Delete account. It can't be undone. Our Privacy Policy describes what we keep, where, and for how long.