Support

Common questions

My recovery score won't compute. Onyx needs a few days of overnight data (at minimum HRV, resting heart rate and sleep) to build your baseline. New users see a "building your baseline" note for about the first week, and illness early-warning stays off until there's enough history to be trusted.

Some metrics show a dash. Onyx only shows what your device can actually measure, and says so rather than inventing a number. Blood oxygen, breathing disturbances and sleep apnea notifications need a recent Apple Watch and aren't available in every region. Gait metrics (walking speed, step length, asymmetry) are computed by your iPhone after a few days of carrying it.

Onyx asked for Health permission twice. That's deliberate. The core metrics are requested at setup; a second, smaller request appears the first time you open the Body tab, covering gait, blood pressure, hydration and heart notifications. Being handed forty switches before you've seen the app work is a worse experience than two short asks.

Coach and photo logging say AI features are off. Onyx asks before anything is sent to its AI provider. Turn AI features on in You → Privacy & data (Settings → Your data on Onyx 3.7 and earlier), or tap "Turn on" where Onyx offers it.

My workout didn't save to Apple Health. Check write access in iOS Settings → Privacy & Security → Health → Onyx. Workouts with zero completed sets are intentionally not saved.

My Apple Watch session didn't reach my phone. Onyx queues it and delivers when the two reconnect; it survives your phone being off for the whole workout. If it's still missing after both devices have been unlocked together, email me.

I can't restore my Pro purchase. Tap your name at the top of You, then Restore purchases (Settings → Onyx Pro → Restore purchases on older versions). If that doesn't work, email me with your Apple ID region and purchase date.

I had v1 and I'm not seeing Pro. v2.0 grandfathers all v1 users into Pro automatically. If detection missed you, email me and I'll fix it.

Refunds are handled by Apple. Use reportaproblem.apple.com. I can't issue Apple-side refunds directly, but I can help you work out what happened.

Cancel a subscription: iOS Settings → your name → Subscriptions → Onyx → Cancel.

Delete my data: You → Privacy & data → Delete account & data (Settings → Delete account & data on older versions). Apple Health data is unaffected. If you use iCloud, deleting the app alone leaves your synced settings in your iCloud account, so use Delete account & data first if you want them gone.

Coach is giving weird answers

Coach is powered by Anthropic's Claude. It's capable but not always right. If something seems off:

• Try rephrasing
• Start a new chat to clear the conversation context
• Email me the question and the reply, and I'll look at the prompt

Bloodwork import didn't read my panel correctly

Extraction reads numbers off an image, and it can misread them, which is why Onyx shows you the whole panel for review before saving anything. Correct any value on that screen. If a particular lab's format fails consistently, send me the layout (with your personal details removed) and I'll tune it.

Reporting a privacy or security issue

Email millkid20@gmail.com with "privacy" or "security" in the subject. I read these first.

Feature requests

I read every email. The roadmap is shaped largely by what people actually ask for. Tell me what's missing.