Get in touch with the team behind Pondera Pace, or find the answer to the most common questions.
Write to soporte@ponderahealth.com and we will reply by email.
To help us answer faster, include the email of your Pondera Pace account, your phone model and what you were doing when the problem appeared.
You can also report a problem from the app, under Profile › Help › Report a problem: the report is sent with your device and app version attached.
Pondera Pace reads your workouts, heart rate, sleep and heart rate variability from the health platform of your phone. It only reads: it never writes to it.
• Android: connect Health Connect under Profile › Connected apps & devices and accept the read permissions it asks for.
• iPhone: connect Apple Health from the same screen and allow access in the permission sheet shown by iOS.
Your watch or running app has to write its workouts to Health Connect or Apple Health for Pondera Pace to see them.
Almost always the connection or one of its read permissions is missing. Check Profile › Connected apps & devices.
• Android: open Health Connect › App permissions › Pondera Pace and make sure the reading permissions are on.
• iPhone: open Settings › Health › Data Access & Devices › Pondera Pace and make sure the categories are allowed.
Then confirm that your watch app already uploaded the run to Health Connect or Apple Health. New workouts are imported each time you open Pondera Pace.
On Android, Health Connect only lets apps read the last 30 days unless you grant the history permission, which extends it to up to 2 years. On iPhone, Pondera Pace reads up to 2 years from Apple Health.
If older workouts reached your phone after Pondera Pace had already imported that period, use Profile › Connected apps & devices › Re-import history to read the whole history again.
Pace Premium is billed by the App Store or Google Play and renews automatically until you cancel it there. You can see your plan under Profile › Subscription.
• To cancel on iPhone: Settings › your name › Subscriptions › Pondera Pace.
• To cancel on Android: Google Play › your profile › Payments & subscriptions › Subscriptions › Pondera Pace.
If you changed phones or reinstalled the app, open the Premium screen and tap Restore my purchase with the same store account you subscribed with.
Go to Profile › Delete account and confirm your identity with your password, or with Google or Apple if you sign in through one of them. Your account, your sessions and everything you imported are deleted permanently.
Detailed instructions (in Spanish) are available at https://ponderahealth.com/pace/delete-account. Deleting your account does not cancel a subscription: cancel it in your store first.