Frequently Asked Questions
“My Oura data is not syncing or takes a long time”
Answer: Your Oura data passes through several stations:
- Oura ring syncs to Oura app
- Oura app syncs to Oura Cloud.
- Terra fetches the data from Oura cloud every 15 minutes and notifies ONVY about updates
- When notified about new data ONVY fetches the data from Terra and calculates the scores. This may take up to 10 minutes.
The most probable reason that the data is delayed is because the Oura App did not upload the data to the Oura cloud yet.
You can check https://cloud.ouraring.com/dashboard. On the upper right it will show you when the data was uploaded from the Oura app the last time.
“My HR data (or other wearable data) isn’t syncing—why am I missing data?”
Answer: Occasionally, users experience temporary sync issues with Fitbit or other wearables. The team suggests checking that the wearable app is open and the latest permissions are granted. If the problem persists, try re-linking your account. Ongoing work on stability and data synchronization aims to prevent such gaps in the future.
“Will the AI Coach page offer more dynamic, time-sensitive content and be easier to navigate?”
Answer: Yes. Feedback consistently highlighted the need for more relevant, timely, and concise information on the AI Coach interface. The team is exploring ways to display the most important suggestions (e.g., workouts, health insights) while also letting users “dig deeper” where needed.
“My sleep (or other data) is being counted twice or triple—are we filtering out wrong measurements?”
Answer: Over-counting sleep and other data can happen if multiple sources (e.g., Apple Health plus Fitbit) feed parallel entries. The developers refined logic to detect such duplicates and filter them out. If you notice obviously incorrect data, please contact support.
“Can I change my login method from Apple to email/password after I’ve already signed up?”
Answer: Currently, there is no direct “switch login” feature. However, the team can often help by merging or transitioning accounts in specific situations. In most cases, a user may need to create a new login, and support can then transfer data (manually) if feasible. A streamlined account-switch pathway may come in the future.
“Why did my app notifications get re-enabled after an update?”
Answer: A few users reported that, after an update, notifications they had disabled were mysteriously turned back on. Developers have investigated and are tightening the process that preserves settings between releases. If this happens to you, please re-check your notification preferences and report it.
“Is the morning routine still being improved? I really liked it.”
Answer: Yes. Many users appreciate the morning routine feature, so the product team periodically revisits it. They aim to ensure it includes relevant questions, reminders, or insights each morning - possibly feeding data into the AI Coach so your day’s recommendations are more personalized.
“The new paywall design confused me about the trial—why do I sometimes not see it?”
Answer: If a user is ineligible for a free trial (e.g., previously had one, or certain store/country restrictions), the app won’t show a trial option. The team redesigned the paywall to emphasize key features—reducing confusion over who gets a trial and who does not. Further tweaks are planned, such as displaying user feedback or app store reviews in the paywall screen.
“Will there be a voice input (and output) option for the AI Coach?”
Answer: The idea of voice features (both input and output) is already under consideration. It would potentially allow you to “ask” the coach verbally and get auditory feedback. This is still in early discussion stages; official timelines or details have not been confirmed.
“I saw references to a new ‘scores widget.’ Where will it appear, and what data will it show?”
Answer:
- The widget concept is for users wanting quick baseline metrics (e.g., HR, HRV, Recovery, Stress) without opening the full app.
- It may appear on smartwatch faces or phone home screens.
- Plans include letting each user customize which “score tiles” (sleep, activity, stress, etc.) they want in the widget.
- While still in discussion, user feedback strongly indicates that a minimal, glanceable layout is the best approach.
“The sync bar takes up screen space—does it need to be always visible?”
Answer:
- Many users say the constant sync bar at the bottom can marginally clutter the main Scores page.
- The plan is to relaunch a “background sync” approach, showing smaller prompts or icons only if something needs attention (e.g., connection error).
- In an upcoming UI redesign, the sync bar might shift to a less intrusive location or a quick-access drawer.
“Can I track or log habits multiple times a day, and can I see a log of those entries?”
Answer:
- The product now lets you do multiple habit “check-ins” each day, which are listed in a chronological log.
- There’s ongoing conversation about requiring explicit confirmation for each check-in, so users don’t accidentally log the same habit multiple times.
- If you see an unexpectedly high habit count (like 85 completed entries), that typically means accidental multiple logs or a glitch. The development team is working on filtering duplicates.
“Sometimes I see random or irrelevant health-impact messages, like strong winds or rain affecting me. Why?”
Answer:
- The AI occasionally pulls contextual environmental data (e.g., temperature, weather) to see if it correlates with changes in HR or recovery.
- In some cases, the AI overestimates the impact of mild weather factors.
- Developers are refining a category system to filter out “no meaningful impact” conditions, so you won’t see irrelevant weather-related insights.
“The paywall now shows large feature sliders pushing the subscription options further down. Is that intentional?”
Answer:
- Yes, the new layout aims to highlight the main benefits first, so you understand the product’s value before scrolling down to the subscription tiers.
- This “feature-forward” approach is based on design best practices that reduce friction and help you see what you’re paying for.
- If you don’t have a free trial, you’ll see the monthly/yearly plans right below the feature carousel.
“Can the AI Coach deliver workout recommendations or rest-day advice based on real-time recovery?”
Answer:
- This is a frequently requested feature, and indeed the goal is to let the Coach evaluate daily HRV, stress, and recent workouts.
- Users currently see messages like “Today’s a high-recovery day — consider a moderate workout” or “Your recovery is low — aim for rest or light stretching.”
- Development is underway to create a dynamic workout plan engine that let users create flexible individual and adjusting workout plans, but it’s still in progress.
“I prefer using imperial units (miles, lbs) rather than metric (km, kg); how do I switch?”
Answer:
- A setting exists where you pick imperial or metric during onboarding. Some versions of the app may also have a toggle in your user profile.
- If you don’t see it, or if toggling doesn’t change your displayed units, you might be using an older release. Upcoming versions of the app will ensure consistent use of your chosen unit system across all pages and the AI Coach. Also users will be able to select more measurement units (in development).
“How do I cancel my subscription?”
How to Cancel a Subscription on iOS (iPhone or iPad)
- Open the Settings app on your iPhone or iPad.
- Tap your Apple ID name at the top of the screen.
- Select "Subscriptions."
- Find and tap the subscription you want to cancel.
- Tap "Cancel Subscription."
- If there’s no cancel option, it may already be canceled or expired.
Your subscription will remain active until the end of the current billing period.
How to Cancel a Subscription on Android (Google Play Store)
- Open the Google Play Store app.
- Tap your profile icon (top right corner).
- Go to "Payments & subscriptions" > "Subscriptions."
- Find the subscription you want to cancel and tap it.
- Tap "Cancel subscription" and follow the prompts.
You’ll retain access until the end of your current billing cycle.
“How do I request a refund?”
How to Request a Refund on iOS (Apple)
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Apple handles all refund requests for purchases made through the App Store. The app provider cannot issue refunds directly.
- Go to Apple’s official refund site: https://reportaproblem.apple.com
- Sign in with your Apple ID (the one used for the purchase).
- Click “Request a refund” from the dropdown menu.
- Select the reason for your refund request.
- Locate and select the subscription purchase from the list.
- Click "Submit."
Apple typically reviews and responds to refund requests within a few business days via email.
How to Request a Refund on Android (Google Play Store)
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Google manages refunds for all purchases made through the Play Store. Refunds are subject to Google’s policies and availability.
Option 1: Within 48 hours of purchase
- Go to the Google Play refund page: https://play.google.com/store/account
- Scroll to Order History and find the subscription.
- Click “Request a refund” or “Report a problem.”
- Select a reason and follow the on-screen instructions.
Option 2: After 48 hours
- Visit the Google Play Help Center: https://support.google.com/googleplay
- Scroll down and click “Contact Us” for further assistance.
- Provide details about your purchase and reason for the refund.
“I got an offer code. How can I use it?”
How to Redeem an Offer Code on iOS (Apple)
- Open the App Store: Click the App Store icon or find it via Spotlight Search.
- Sign In: Ensure you are signed in with your Apple ID.
- Click Your Name or Profile: Located at the top-right corner of the App Store window.
- Select “Redeem Gift Card or Code”: A new window will appear.
- Enter the Code.
- Tap "Confirm"
How to Redeem an Offer Code on Android (Google Play Store)
- On your Android device, open the Google Play app.
- At the top right, tap your Profile picture.
- Tap Payments & subscriptions.
- Tap Redeem code.
- Enter the code.
- Tap Redeem.
- Tap Confirm.
