No, you will never lose any remaining time you've previously paid for. You will be sent an email from Apple/Google Play telling you an auto renewal has been set up to start in 12 months or 1 month's time (depending on which subscription you purchased), but you haven't lost any remaining time on your account, this is locked onto your account. As and when you decide to cancel the auto renewal in the future, your remaining time will be used up first before your account closes.

You will not be charged at the end of your 7 day free trial. There is no need to cancel – it will close automatically.

At the end of the 7 days, if you don't wish to upgrade, you can continue to use the Nutracheck app free of charge as a Lite member. Lite membership gives you unlimited searches for foods, but you can only add 5 items a day to your diary. Or if you don't want to use the App at all anymore, you can just delete it from your device.

Buying a different membership doesn't automatically cancel an existing renewal (this is how Apple/Google manage subscriptions). For example, if you were on a monthly renewal then decided to switch to annual, the monthly payments need to be stopped manually to avoid further charges.

If you need to cancel the previous subscription, here's what to do:

Buying a different membership doesn't automatically cancel an existing renewal (this is how Apple/Google manage subscriptions). For example, if you were on a monthly renewal then decided to switch to annual, the monthly payments need to be stopped manually to avoid further charges.

If you need to cancel the previous subscription, here's what to do:

If you have any questions about any payments recently taken, please get in touch with our Customer Care Team. Our email is customercare@nutracheck.co.uk and our number is 0115 969 4660 (open 8:30am – 6:00pm, Monday to Friday, excluding UK bank holidays).

You will not be charged automatically at the end of your 7 day free trial. To subscribe, you actively need to sign into your iTunes / Google Play account and make the payment – it can't happen without your consent.

If you don't wish to upgrade, your account status automatically reverts to free Lite membership – this gives you unlimited searches for foods, but you can only add 5 items a day to your diary.

You need to rotate your phone so it shows the Nutracheck website in landscape mode. Scroll across to the right and you will see the Sign in button in the top corner.

Please note: for the best experience we strongly recommend using the Nutracheck app – the diary has been specifically designed for use on a phone with barcode scanning to make adding food fast and easy.

When to tap you buy you’re taken through to your Apple ID or Google Play account (depending on your device) to verify the payment. If all of your account and payment details are up to date and you’re still struggling, here are some alternative ways to pay:

1. Our memberships are also available to buy through the website. Just visitcustomercare@nutracheck.co.uk and sign in with your registered email address and password. Then go to your 'Profile' followed by 'Membership Options'. If you access the website on your phone you'll just need to turn your phone to landscape to see the sign in option in the top right corner.
2. We can take the payment over the telephone instead. If you're happy to do this, our number is 0115 969 4660 and we're open 8:30am – 6:00pm, Monday – Friday (excluding bank holidays). It only takes a couple of minutes and all you'll need is your bank card to hand.

Please check your email Junk folder. If the password reset email has definitely not arrived, you may have mis-spelled your email address when registering. Please email the Customer Care Team at customercare@nutracheck.co.uk and we will assist you.

If you'd like to cancel your subscription, read below for instructions:

1. Tap More (to the right in the bottom navigation bar).
2. Select My Profile & Account > Account & Billing.
3. Press the Cancel Membership link and follow the on-screen prompts.

If you have any questions about any payments recently taken, please get in touch with our Customer Care Team. Our email is customercare@nutracheck.co.uk and our number is 0115 969 4660 (open 8:30am – 6:00pm, Monday to Friday, excluding UK bank holidays).

In the app

To change your password, tap on the Forgotten your password? link below the sign in boxes to request a reset email. Please check your email Junk folder in case it has been filtered there.

If you're already signed into your account, tap More > My Profile & Account > Change password.

On the website

Click the forgotten password link beneath the sign in boxes to request a reset email.

If you're already signed into your account, hover over Profile in the top navigation bar and select Change my password from the drop down menu.

If you do not receive the password reset email please contact the Customer Care Team at customercare@nutracheck.co.uk.

Yes – what you need to do is:

1. Sign in and hover over Profile in the top navigation bar then select any link under My Account.
2. In the 'Sign in details' section, click update where it says Automatic Log In.
3. Select Yes where it asks Do you wish to stay logged in when you leave Nutracheck? and click Confirm.

When you return to the website, just click on any navigation tab and you will be signed straight in.

NOTE! We don't recommend ticking this setting if more than one person in your household is a Nutracheck member and shares the same computer. This is to avoid being auto logged into the wrong account, which could result in one of you inadvertently over-writing the other person's food diary.

We offer monthly and annual membership options:

• 1 month subscription – £5.99 – auto renews each month
• 12 months subscription – £34.99 – auto renews each year

The auto renewal can be cancelled at any time. If you purchase in-app, this must be cancelled in your iTunes / Google Play account. You can find instructions here.

If you purchase via the website, you need to sign in online to cancel the renewal – click on Profile > My Account.

We offer a no obligation 7 day free trial, so you can see if the service is for you before you join.

If you don't purchase a membership at the end of your free trial, your account will automatically revert to free Lite membership. Lite membership gives you unlimited searches for foods in the app, but you can only add 5 items a day to your diary. Or if you don't want to use the app at all anymore, you can just delete it from your phone.

If you use the same computer each time to access Nutracheck:

Check that the Automatic Log In setting on your account is still set. To do this:

1. Click on the Profile tab > My Account.
2. In the Sign in details section, click Update where it says Automatic Log In.
3. Select Yes where it asks Do you wish to stay logged in when you leave Nutracheck? and click Confirm.

When you return to the website, click on any navigation tab to be signed straight in. If you have tried this and the problem persists, contact us at customercare@nutracheck.co.uk.

In the app

Tap More > My Profile & Account > tap the email address currently registered. If you require further assistance, contact the Customer Care Team at customercare@nutracheck.co.uk.

On the website

Sign in with the email address you registered with, hover over Profile in the top navigation bar and select Change my email address from the drop down menu.

There are a few ways you can purchase a membership:

1. Via the app. To do this, tap More in the bottom right corner of the app, followed by the Upgrade Options button. Select a membership, then press Buy Now.
2. Via the website. Just visit nutracheck.co.uk and sign in with your registered email address and password. You will either be automatically directed to our purchase page, or you can select My Profile at the top, then Membership Options. (Please note, if you access the website on your phone you'll need to turn this landscape to see the sign-in option in the top right corner of the homepage).
3. Over the telephone. Our number is 0115 969 4660 and we're open 8:30am - 6:00pm, Monday - Friday (excluding UK bank holidays). It only takes a few minutes and you'll just need your bank card to hand.

If you'd like to cancel your subscription, please contact us at customercare@nutracheck.co.uk and we'll cancel it for you.

We recommend you cancel at least 48 hours before your next payment is due, as we regret that no refunds can be made if you cancel once the renewal date has passed and your next membership month has started. If you wish, you can cancel the monthly renewal arrangement straight after purchasing and no further payments will be taken when your initial membership term is up. For more information see Terms & Conditions.

To cancel under our Refund Policy

To obtain a full refund on your membership, you must contact us within 7 days of joining. Send an email including your registered email address to customercare@nutracheck.co.uk clearly stating 'Full Refund on Membership'. Alternatively call us on +44 (0)115 969 4660 (open Monday to Friday, 8.30am - 6.00pm, excl Bank Holidays).

Yes, an auto renewal is set up when you purchase. You can manage this yourself in the app or on the website – details below.

• 1 month subscription – £5.99 (renews monthly)
• 12 months subscription – £34.99 (renews yearly)

Purchased via the app

The monthly renewal can be cancelled at anytime via your phone settings.

Purchased via the website

Memberships purchased through the website can be cancelled via the Nutracheck website – sign in and hover over Profile in the top navigation bar, select View payment history from the drop down menu and use the link at the bottom of the page to Cancel my auto-renewing subscription.

Or you can email the Customer Care Team at customercare@nutracheck.co.uk.

We recommend you cancel at least 48 hours before the renewal is due. We regret no refunds can be made if you cancel after the renewal date has passed and your next membership term has started. If you wish, you can cancel the renewal arrangement straight after purchasing and no further payments will be taken when your initial membership term is up. For more information see Terms & Conditions.

It isn't possible for two people to be registered under the same email address. This is because the calorie target Nutracheck sets for you is based on the personal details you enter, so the system will only accept one person under one email address.

You can easily set up another email account if someone in your household would also like to join Nutracheck:

Lite membership gives you free use of the App for as long as you want it, however the following restrictions apply:

• Diary – you have unlimited daily searches for foods, but can only add 5 items a day to your diary.
• My Meals – the recipe creator feature is not included.
• Progress – you can track your weight and 13 other measures.
• Forums – you can read forum posts but not make posts.
• Online – access to the nutracheck.co.uk website is not included.

You can upgrade to full membership at any time to remove these restrictions. To do this via the app tap More in the bottom menu bar > Upgrade Options. Or sign into your account online at www.nutracheck.co.uk – you will be taken directly to the Membership Options page to buy a subscription.

In the app

Tap More > My Profile & Account > Edit (top right). Here you can update your sex, age, height, weight, activity levels and goals.

On the website

Hover over Profile and select one of the options under Personal Details to update your information.

We want to give members the very best quality App and service – and to do that, we need to charge a fee.

• We don't take any advertising in our App or on the website to give our members the best user experience without annoying adverts popping up everywhere.
• Our food database is the most comprehensive in the UK and we have an in-house data team to manage it to ensure the data is of the highest quality – we don't rely on members adding information.
• Our team of developers are continually working on adding new features to make the App as easy and intuitive to use as possible.
• Plus we have a UK based support team who are available 7 days a week (including bank holidays) to assist members by email and phone with anything from account queries, to questions about diet and exercise questions, to technical help if needed.

The price we charge offers very good value compared to other Apps and weight management services, but if you don't wish to pay, you can use the App free of charge on 'Lite' membership.

There is no need to contact us at the end of the free trial as your membership will automatically revert to 'Lite' status. You will not be charged unless you actively choose to purchase a subscription in-App (this is clearly explained).

You can download the Nutracheck app onto any compatible device at no extra cost.

Once installed, open the app, select I'm already a member and sign in. All your account information will automatically show.

The app is a simplified version of the website, so you'll find extra features on the website, plus it gives you more options for customising your food diary.

While you are on your free trial, you have full access to the website as well as the app – just sign in with the same details you use for the app and have a look around to see if it will be helpful.

6 website-only features

1. Customise your food diary

Choose how your diary looks – track all 7 nutrients in one view, or just select the ones you are interested on. Show photos of food in your diary, or view as a list. Plus other variations.

2. Experience the Live Club weigh-in

Like a class weigh-in, only virtual! Queue up and step onto the virtual scales to weigh-in with your fellow members. See other members progress and encourage each other.

3. Graphs for insight

There are numerous different reports and graphs to give insight into your food choices and eating patterns.

4. Emotional eating tool

The 'Food Triggers' feature in the food diary helps you identify emotional eating triggers and gives practical tips to help.

5. Calorie counted recipes

You'll find hundreds of recipes for meal inspiration.

6. Helpful articles

Our Resources section includes loads of articles written by our nutrition and fitness experts, plus some eating guides.

Personal support from our nutritionists is available with some existing membership options. If your current membership is App & Web, this benefit is exclusively available to you for the duration of your subscription.

If you have made a payment through the Nutracheck app and received an email from iTunes / Google Play confirming your payment but your account status is still showing as Lite, please go into the app, tap on More (bottom right corner) then tap Upgrade Options. Scroll down past the membership options and tap Restore Membership.

If this doesn't solve the issue, please email us at customercare@nutracheck.co.uk. Please forward the payment confirmation with your message to help us look into it.

Step 1: Where to search for emails

If you're expecting an email from Nutracheck or haven't heard from us in a while, our emails may have found themselves in one of the following folders:

• Junk
• Spam
• Trash
• Archive

If you still cannot find an email, try searching Nutracheck in your inbox.

Step 2: How to make Nutracheck emails appear in my inbox

If you've found a Nutracheck email in one of the above folders but would like them to appear in your inbox, click your email provider below for instructions on how to allow emails from Nutracheck.

How to add Nutracheck to your safe sender/set as not spam:

Outlook

Gmail

Apple Mail/iCloud

Yahoo

Step 3: Updating preferences

If you cannot find any emails from Nutracheck but would like to receive them, you may need to update your email preferences.

Click here to view your email preferences and select the types of emails you would like to receive.

If you still dont receive any emails from Nutracheck, please contact us at customercare@nutracheck.co.uk.

Providing you have an internet connection, you can continue to use your account. We have food databases specifically for the UK/Ireland and the US, so if you're travelling to any of those, click here to find out how to switch between them.

If you're going to a different country, you should still be able to find relevant products in our database for similar brands, plus we also have plenty of non-branded foods in our database which you can use as a good estimate.

You can also use the Manually Added option to add items to your diary that you can't find in the database. So if you're able to obtain the nutritional data for products i.e. it shows on the food packaging, you can add this to your account.

To do this in the app, tap the blue menu button in your Diary (to the right of the search bar) followed by Manually Added > Add New Food.

On the website, go to your Diary > Manually Added > Add New Food.

Yes. Our Helpline is 0115 969 4660 and we're open Monday to Friday, 8:30am - 6:00pm, (excluding Bank Holidays). Please note, we are unable to set up automatic renewal agreements with phone payments.

How to update your payment details for an app subcription:

To view the magazine on the website, click Resources > Nutracheck Magazine.

You can also view it in the app just by tapping More on the bottom right corner and then scroll down to Nutracheck Magazine.

The most likely reason is because your email address or password is incorrect.

If you are subscribed to our mailing list but haven't received any emails from us since joining, this suggests your email address may contain a typo. (Just check your email Junk folder to check if emails have been filtered there).

If your email address is correct, check you have entered your password correctly by typing it in – do not allow your device to auto fill it incase it is an old one.

If that doesn't work, request a password reset email to change your password by clicking or tapping on the link below the sign in boxes.

If you still can't sign in, email us at customercare@nutracheck.co.uk.

If you have a discount code, this will need to be applied on the Nutracheck website – this can't be applied in the app. Once you have inputted your code and it has been verified, the discount will be applied at the checkout.

Follow the instructions below to redeem your code:

1. Sign in to the website here. To note! If you visit the website on your mobile phone, you'll need to turn your phone to landscape view to see the Sign In option in the top right corner.
2. Go to Profile > Membership Options.
3. Enter your personal code into the promotional code box and press Confirm to apply.
4. Select the membership option you wish to purchase and follow the steps to make the payment.