Help with Vital

Contact us

The fastest way to get help is email. Tell us what device you're on (iPhone model and iOS version), what you were doing, and what happened. Screenshots help.

Email: business@lmslabsltd.com

We're a small UK team, so you'll get a human reply, not a ticket bot. Typical response time is one to two working days.

Signing in

Vital works fully on the free tier without an account. You only need to sign in if you want your data to sync across devices, or to buy the AI tier.

• Sign in with Apple, Google, or email. All three create the same kind of account. Pick whichever you prefer.
• Forgot your password? On the email sign-in screen, tap Forgot password? and we'll send a reset link to your inbox. Open the link on your iPhone and you'll be prompted to set a new one.
• Sign-in seems stuck? Check you have a working internet connection, then try again. If it still won't complete, close and reopen the app. Your account is safe, nothing is lost.
• Want to switch accounts? Go to Settings → Account → Sign out, then sign in again with the account you want.

Apple Health permissions

Vital reads your sleep, heart rate, HRV, steps and workouts from Apple Health to build your Recovery and Exertion scores. Raw HealthKit samples stay on your device.

• To grant or change access: open the iOS Health app → tap your profile picture → Privacy → Apps → Vital, and turn categories on or off.
• You can revoke any data type at any time from that same screen. Vital keeps working with whatever you've allowed.

Your data and privacy

Your health data is yours. We process it only to make the app work, we store synced data on EU servers (Stockholm), and we never sell it. The full detail is in the Privacy Policy.

• Export your data: email us and we'll send everything we hold on you, in a portable format, free of charge.
• AI features (paid) forward a snapshot of your daily summary to our AI provider to generate insights. You control this in Settings.

Deleting your account or data

You're always in control:

• Delete everything in one tap: Settings → Privacy & Security → Delete account. This starts erasure of your account and all synced data from our servers (complete within 24 hours, including backups within 90 days) and wipes the local copy on your device. It can't be undone.
• Just want to stop syncing? Sign out instead. Your local data stays on the device and the app keeps working offline.
• Prefer us to do it? Email business@lmslabsltd.com from your account address and we'll handle the erasure.

Billing and refunds

Vital AI is an auto-renewable subscription sold through Apple: £7.99 a month or £50 a year, with a 3-day free trial for new subscribers. It renews automatically unless you cancel at least 24 hours before the current period ends. We never see or store your card details.

• Cancel any time: iPhone Settings → your name → Subscriptions → Vital. Cancelling stops the next renewal; you keep Vital AI until the end of the period you've already paid for. Deleting the app does not cancel the subscription.
• Owned the earlier one-off Vital AI purchase? It still works, with no subscription needed. On a new device, open the paywall and tap Restore previous purchase, signed into the same Apple Account that bought it.
• Refunds are handled by Apple, not us. Request one at reportaproblem.apple.com. If you think something went wrong on our side, email us first and we'll help.
• Granted Vital AI through the early waitlist? It's tied to your Vital account, not an Apple purchase, so it's yours for life. Sign in on any new device and it comes back. If it doesn't, email us and we'll sort it.

Troubleshooting

• Scores look empty or wrong: Vital needs a few days of Apple Health history to calibrate. Make sure Health permissions are granted (see above), wear your watch to bed, and pull down to refresh.
• Nothing is updating: check Settings → make sure Apple Health access is on, then force-quit and reopen the app.
• Still stuck? Email us with your iPhone model, iOS version and a screenshot, and we'll get you sorted.

Who runs Vital

Vital is built and operated by:

LMS Labs Ltd
Attn: Mason Hillan (director, support contact)
Email: business@lmslabsltd.com
Company number: SC888839 (Scotland)
ICO registration: C1930353
Registered office: 10 Dalwhinnie Court, Lawthorn, Irvine, Scotland, KA11 2ES

Vital is not a medical device. Scores and insights are informational only. Talk to a clinician for medical decisions.