Support
We're here to help.
Have a question, hit a bug, or need help with your account or subscription? Reach out and we'll get back to you.
Contact us
The fastest way to get support is by email. We typically reply within 1–2 business days.
Email: chad.newbry@gmail.com
When you write in, it helps to include your device and iOS version and a short description of what happened (a screenshot is great too).
Scanning tips
My console photo didn't scan correctly.Make sure the machine's display is fully in frame, in focus, and not washed out by glare — a straight-on photo works better than an angle. You can retake the photo and scan again, and every saved workout keeps its photo so you can double-check the numbers. If a scan is repeatedly wrong for your machine, email us a copy of the photo and we'll improve it.
Managing your subscription
StairSnap is an auto-renewable subscription billed through your Apple App Store account. You can view, change, or cancel it at any time:
On your iPhone, open Settings → tap your name → Subscriptions → select StairSnap, where you can upgrade, downgrade, or cancel. Cancellation takes effect at the end of the current billing period.
Refund requests for App Store purchases are handled by Apple at reportaproblem.apple.com. If you run into trouble, email us and we'll do what we can to help.
Common questions
How do I start my free trial?Subscribe from inside the app and your first week is free. You won't be charged until the trial ends, and you can cancel anytime before then in your App Store subscription settings.
Which machines does StairSnap work with?Any stair climber, stepmill, or stair-stepper machine with a console display — StairSnap reads the numbers off a photo of the screen, so it isn't tied to a specific brand.
I'm having trouble signing in or my account isn't syncing. Make sure you're on the latest version of the app and connected to the internet, then try again. If it persists, email us with the details and we'll investigate.
How do I delete my account or data? In the app, go to Settings → Account → Delete Accountand confirm. This permanently deletes your account and all of your data — including your workout history and console photos — and cannot be undone. (Deleting your account does not cancel your App Store subscription — manage that separately under Managing your subscription above.) If you can't access the app, email us at chad.newbry@gmail.com and we'll remove your account and associated data.
More information
See our Privacy Policy and Terms of Service.