reload.well
Support
Last updated: 2 October 2026
Contact
- General support and bug reports: hello@reload-well.com
- Privacy and data requests: the same address — requests are answered within 30 days.
- Corporate enquiries: the same address; put “Corporate” in the subject line.
Frequently asked questions
The measurement will not start, or no pulse is found
For finger measurement, gently cover the supported rear camera and flash without pressing hard. Sit still and follow the signal guidance. For face measurement, keep your face inside the frame in even light. Preparation only ends when the signal is ready.
My measurement was interrupted and nothing was saved
An interrupted camera capture is stopped instead of being saved as a complete result. Return to the measurement screen and start a new capture when ready.
I cannot see finger mode
Finger measurement requires a supported rear camera with a torch. If that hardware is not available, the app offers the front-camera alternative. Support depends on the actual camera hardware, not just the device name.
Why do my results change during the day?
Heart rate variability fluctuates naturally through the day; caffeine, food, exercise, stress and sleep all affect it. That is why the trend against your own line matters more than any single measurement. The app builds a personal baseline after a few check-ins.
When is my personal baseline established?
Automatically, once enough measurements have accumulated. Until then results are shown but not compared.
How do I delete my account and my data?
In the app: Profile → Delete Account. This permanently deletes your account and your entire measurement history. If deletion fails on the server the app shows you an error and does not sign you out — so when it says deleted, it really is deleted.
Can my employer see my measurements?
No. Your employer sees aggregated statistics only, and only for departments above the minimum participant threshold. Your individual results, scores, check-in answers and whether you measured at all are never shared.
Is my camera image sent anywhere?
Measurement images are processed on your phone and are not uploaded as footage. The service also processes account information, derived readings and daily answers; integrated SDKs may process device and diagnostic data. See the Privacy Policy for details.
My invite code does not work
The code may have expired or reached its limit. Ask the programme owner at your organisation for a current one.
The SMS code does not arrive
Check that the correct country code is selected. Network delays happen; wait a couple of minutes and try again. If it persists, write to us.
If you have a health concern
Reload Well is not a medical device and is not designed for emergencies. If you have chest pain, shortness of breath, dizziness, fainting or have noticed an irregularity in your heart rhythm, stop using the app and contact a healthcare professional immediately. The limits of the method are described on the accuracy page.