How can we help?
Questions about the app, your account or a subscription. Check the answers below, or write to us and a real person will reply.
Email support
We usually reply within 2 business days. Include the email of your Plately account and your phone model so we can help faster.
support@caloriesburn.comAccount and policies
Common questions
More about features and pricing in the main FAQ.
I can’t sign in
Plately signs you in with Google. Check that you are online, that the app is up to date and, on Android, that Google Play services is updated. If you see a message that your account is suspended, email us and we will look into it.
It says “Daily AI limit reached”
Photo scans, label scans, meal descriptions, AI recipes, meal plans and diet analysis share one daily AI allowance (5 a day on the free plan). It resets at 00:00 UTC. You can still log food by searching, scanning a barcode or adding it yourself. Premium gives you a much higher daily limit.
A photo scan got my meal wrong
On the result screen you can change the weight of each item, edit the meal name and add foods before you save. For better scans, photograph the whole plate from above in good light. For packaged food, a barcode or label scan is more accurate.
The barcode wasn’t found
Use Scan label instead. Take a photo of the nutrition panel and the AI reads the values from the pack.
How do I change my calorie target?
Open Profile and tap Daily budget to set your own calories and macros, or reset them to the suggested values. Updating your weight or goal in Personal details recalculates the suggestion.
How do I switch between kg and lb, or turn on dark mode?
Open Profile. Under Preferences you can change Units (kg/cm or lb/ft) and Appearance (light, dark or system).
I paid for Premium but the app still shows Free
Open the Premium screen (Profile, then Upgrade) and tap Restore purchases while signed in to the same Google Play or Apple account you paid with. If that doesn’t work, email us your order ID from the store receipt.
How do I cancel Premium?
Cancel in your store account: Google Play subscriptions or App Store subscriptions. Premium stays active until the end of the period you paid for.
I’m getting a new phone
Install Plately on the new phone and sign in with the same Google account. Your diary, targets, recipes and progress are stored on our servers and appear automatically.