If you need help with atomicOS, contact us at:
What we can help with
We can help with issues related to:
- Sign in with Apple, sign-out, and account deletion
- Apple Health authorization and permission setup
- running activities not appearing, or values not matching expectations
- route maps, splits, charts, or full-screen map display issues
- heart rate, pace, and power zones, and ability baseline settings
- body metrics such as VO₂ max, heart rate variability, resting heart rate, and sleep
- training load, readiness, and recovery indicators
- training insights not loading, loading slowly, or stopping midway
- weather or location information not showing
- equipment management, equipment images, and equipment sync
- language switching and display issues
- app crashes, startup issues, or unexpected behavior
- general product questions, feedback, and feature suggestions
Before you contact support
Please check the following first:
- Confirm that you are signed in, and that the device has an internet connection for sign-in, sync, weather, and insight features.
- Open the Health app and confirm that atomicOS is allowed to read the workout and body data categories you expect to see.
- Confirm that the activity actually exists in Apple Health and was recorded with the data you are looking for, such as a route or heart rate.
- If zones or training load look wrong, check your ability baselines and profile values, including maximum heart rate, threshold pace, threshold power, height, weight, date of birth, and sex.
- If weather or city information is missing, check that location permission is granted in iOS Settings.
- Reopen the app and reload the activity list.
What to include in your email
To help us investigate faster, please include:
- your device model
- your iOS version
- your app version
- a short description of the issue
- screenshots or screen recordings, if available
- the approximate date and time of the affected activity, and when the issue occurred
- whether the issue affects one activity or many activities
- your interface language
Please do not include passwords or authentication codes in your email.
Common questions
Why are my runs not showing?
atomicOS can only display workouts that exist in Apple Health and that you have authorized it to read. Please confirm that:
- the workout exists in the Health app
- atomicOS has read permission for workouts and the related data categories
- the workout contains the data required for the view you are looking at
If Apple Health does not contain an eligible recorded run, the app cannot analyze it.
Why does the app ask for so many Health permissions?
Different views rely on different data. Routes need workout route data, zones need heart rate, pace, and power, and recovery indicators need heart rate variability, resting heart rate, and sleep. atomicOS requests read-only access, and you can grant or deny each category individually. Denying a category only limits the features that depend on it.
Does atomicOS write anything into Apple Health?
No. The app requests read-only access and does not write workout or health data back to Apple Health.
Why is my route missing or incomplete?
Route drawing requires GPS route data stored with the workout. Indoor treadmill runs, workouts recorded without GPS, and workouts with interrupted GPS signal may have no route or a partial route. The app simplifies dense routes for rendering performance, which can slightly smooth the drawn line.
Why do my heart rate, pace, or power zones look wrong?
Zones are calculated from the ability baselines you set. Open the baseline settings and confirm your maximum heart rate, threshold pace, and running functional threshold power. Updating a baseline changes the zone boundaries and the time-in-zone breakdown.
Why are training load, readiness, or recovery values missing or unstable?
These indicators combine several signals, including heart rate, heart rate variability, resting heart rate, sleep, and recent training history. If some of those signals are missing for a period, the result may be unavailable, or shown with lower data confidence. Values become more stable once enough recent history exists.
Why did a training insight fail to load or stop midway?
Insights are generated on our servers and streamed to the app, so they need a stable internet connection. Please try again, ideally on a different network. If it keeps failing, email support with the activity date and the approximate time you tried.
Why is weather or city information missing?
Weather requires location permission and an internet connection. Check that location access is allowed for atomicOS in iOS Settings. Weather values come from third-party sources and may be delayed or approximate.
How do I change the interface language?
Open Settings in the app and choose the language. The app supports Simplified Chinese, Traditional Chinese, English, Japanese, and Korean, and switching takes effect without reinstalling.
How do I delete my account and my data?
Open the account page in the app and choose Delete Account. This removes your account profile and the associated synced data on our servers, and clears locally stored user data on your device. Apple Health permissions are managed separately in the Health app and in iOS Settings, and deleting your account does not delete anything from Apple Health.
How do I report a crash or serious bug?
Email support@atomicos.run with as much detail as possible, including what you were doing before the crash, the affected activity date, and your device model, iOS version, and app version. Screen recordings are very helpful.
Are insights medical advice?
No. Analysis results, readiness indicators, and generated insights are for informational purposes only. atomicOS is not a medical device and does not provide medical advice, diagnosis, or treatment. Consult a qualified professional about your health, symptoms, injuries, or training program, and seek immediate medical attention in an emergency.
Response time
We aim to respond within a reasonable timeframe, but response times may vary depending on volume and issue complexity.