BASE / SUPPORT
Base support.
Practical help for your week, Watch, and Base Pro.
Refunds, billing and subscriptions
Apple handles every Base Pro payment, refund and cancellation. Base Cardio can’t issue refunds or change a subscription, so go straight to Apple.
Request a refund from AppleManage or cancel your subscription
Why aren't my minutes appearing?
Check that the activity appears in Apple Health and that Base has the needed read permissions. Qualifying everyday activity outside a workout also needs sufficiently frequent heart-rate readings and supporting Apple Exercise Time. Base refreshes and retries automatically when data is available; you should not need to keep refreshing the week.
Why isn't Apple Watch up to date?
Open Base on your iPhone and Apple Watch while the devices are nearby. Keep Bluetooth and Wi-Fi available, then allow a moment for the current week to transfer. The iPhone remains the authoritative view if the Watch is temporarily behind.
What does Base save to Apple Health?
A completed Base workout is saved to Apple Health when you explicitly start it on Apple Watch or initiate it from the paired iPhone. Apple Watch records the session and its sensor-derived metrics; iPhone can initiate and mirror it, not replace the Watch recorder. Base does not manufacture heart-rate samples, modify existing Health records, or delete Health data.
Why does Base show a different total from Apple Fitness?
Compare the same workout or calendar week, the zone boundaries, and the measure being shown. Workout duration, Apple Exercise Time and supported zone 2 minutes are different measures. Base's weekly goal includes qualifying recorded-workout time and verified activity outside workouts. Signal gaps, counting settings and a delayed synced view can affect comparisons. Do not change your range merely to make two totals agree.
Do widgets and Watch complications show live heart rate?
Base's phone widgets and supported Watch complications show the latest synced weekly progress. They are not continuous heart-rate monitors, and background refresh may lag behind the app. Live below-, in- and above-zone guidance is part of a Base workout recorded by Apple Watch. Open the app to check the current week when a widget or complication looks behind.
How do I restore or manage Base Pro?
Use Restore in Base to ask Apple to restore an eligible purchase. Apple handles subscription management, billing, and refund decisions through your Apple Account; Base Cardio never receives your payment-card information.
Manage Apple subscriptionsRequest help with an Apple purchase
How do I delete my Base data?
Deleting Base removes the app and its protected local data from that device. A workout previously saved to Apple Health remains there until you delete it in Apple Health. You can also change Base's Health permissions at any time in Settings.
Privacy and terms
Read how Base handles Apple Health information on your devices and the terms that apply to Base Pro.
Still stuck after the answers above? Email hello@basecardio.com. Please do not send sensitive health information, passwords or payment details.