How can we help?

Make sure the rope is charged and switched on, Bluetooth is on, and FitendAi has Bluetooth permission (on older Android phones, location permission too, which Android needs for Bluetooth scanning). Keep the rope close to your phone and try again from the pairing screen.

The timer keeps running and the app tells you. Move closer to your phone. If the app was closed or crashed, you’ll be offered the unfinished session to save the next time you open it (within 24 hours).

A smart rope gives the most accurate jump count. Motion-sensor drills estimate from your phone’s movement. Calories are estimated from your weight, the session and its intensity, so keep your weight up to date in Profile.

Heart rate comes from a watch that writes to Apple Health or Health Connect. Check that FitendAi is allowed to read heart rate in those settings; watches can take a few minutes to sync after a session.

Allow notifications for FitendAi in your phone’s settings, then check the categories under Profile. Battery saver modes can delay reminders on some Android phones.

Your streak counts weeks in which you reach your weekly goal. You earn a freeze every 4 weeks; a missed week uses one automatically. Planned rest weeks never break your streak. Tap the streak badge to manage them.

Share your friend code or invite link from the Friends screen, or enter theirs. Friends see your weekly totals; you can turn sharing off in Profile.

Create a battle and share the code or invite a friend. Both phones count live, with a smart rope or motion sensors: first to the target, or most jumps in the time, wins.

Prop your phone up at hip height, 2–3 m away, with your whole body in frame and good light in front of you. The check needs camera permission; the frames are analysed on your phone and never uploaded.

Programs unlock one day at a time: the next day opens the calendar day after you complete one, in your time zone, so you can’t rush a plan. You can follow one program at a time.

Record a run (first to a number of jumps, or most jumps in a time) and send it to friends or share the code. Each friend gets one attempt within 7 days and races your run as it happened, jump by jump.

Rewards arrive for both of you once your friend records their first session. Codes have to be entered within 14 days of creating an account, and each account can use one code.

Enter your email and order number on Track your order. Once it ships you’ll also see the courier and a tracking number.

It’s in your order confirmation and starts with FE-. If you can’t find it, email us from the address you ordered with and we’ll look it up.

Email us with your order number and a short description or photo, and we’ll sort out a fix or a replacement.

Subscriptions are managed by Apple or Google. On iPhone: Settings → your name → Subscriptions. On Android: Google Play → Profile → Payments & subscriptions. Deleting the app doesn’t cancel it.

Refunds for App Store and Google Play purchases are decided by Apple or Google. Request one at reportaproblem.apple.com or from your Google Play order history.

Profile → Delete my account, or see Delete your account.