Zoe app is usless: FAIL

[MrsKypp]

The Zoe programme costs a fortune, so you'd expect good service and a functioning way to log food (seeing as that is a critical part of the whole thing).

However, my app now freezes whenever I try to log a meal. It also switches the little green light on (which means either the mic or camera is on) - iPhone 13.

Please see screenshot of the app support. This has been like that for over a day now.

Even if the app did work, it states the time till they reply will be 2 days.

I checked for app updates, restarted my phone multiple times...

I want my money back. How can I go about that?

That sounds rubbish. I’m doing it and have been happy with it.

How long has it been doing it for? Have you joined one of the unofficial Facebook groups - someone on there might have an idea about why you’re seeing that.

I emailed in desperation but that will take them 5 days, by which time my 2 weeks with the sensor will have finished.

Zoe reply (advising me to use the app - which DOES NOT WORK!) :

Thank you for your email.

Our current turnaround time is 5 business days (excluding holidays).

We would love to help you sooner.

• If you are a pre-order customer or an existing ZOE member the quickest way to reach our support team is by selecting "Chat with us" in the ZOE app.
• If you're reaching out to cancel your membership, please follow these instructions
• Check out our extensive FAQs page covering common questions on shipping, testing and all things ZOE.
• If you have further questions about your test and programme take a look at our in-app FAQs.
• We recommend you avoid testing during this time so we can be available to help you if you should need us.

Please note that sending follow-up emails before we reply may cause us to get back to you later (as we’re answering most queries in the order in which we receive them).

We appreciate your patience and look forward to connecting soon.

Thank you,

@Cheeesus

Thanks, yes it is truly rubbish. I'm glad it worked for you.

Haven't you just posted this on your other Zoe thread?

Have you tried deleting and reinstalling the app?

Hmm, can you force stop the app, that might help. I'd suggest reinstalling it but that might lose your data up to this point. Normally they only charge you for the membership when you get your results but that doesn't help with the initial testing. Hopefully they can fix it before the sensor run out or issue you with a replacement.

Yes, but then I decided to start a thread specifically on this matter because the whole Zoe thing won't work without a functioning app.

The other thread is a more general discussion.

I did consider that, but all my data would presumably be lost. I am now on Day 12, so best not to lose everything.

@UnaOfStormhold

Thanks for your help. I'll update on this thread what they do to sort this out.

I can't contact them on the app, so emailed, but then they said it'd be 5 days before they reply.

How can I force close an iPhone (13) app? I've never had to do that before. I don't want to delete and reinstall because it has 11 days of data.

Hmm, I have an android but google suggests this:

I also had issues with the app. The part where at the end of the day you answer questions. Never worked for me. Support said initially it was an iPhone issue and there was a fix coming.. The fix didn't help. I uninstalled and reinstalled several times. In the end I gave up.

@Norachance

That is shocking. I'm sorry to hear you also had issues with the app.

An iPhone issue... considering how many people have iPhones that is a ludicrous comment by the Zoe team.

If it makes you feel any better, the end of day questions seem to assume we are complete idiots.

I doubt you missed anything of any value other than one chart where they finally let us know what level they think a glucose spike should be limited to after food (something we had to completley guess till then despite being asked whether our spikes were big, moderate or small).

I asked their chat (when mine still worked) how big is a big / moderate / small spike in the measurements Libre uses. They didn't really manage to answer that. So how can we say then? We can't.

@UnaOfStormhold

Thank you for your help, that is so kind of you.

I tried it and it worked: I managed to force quit the Zoe app.

I reopened it, tried logging food and the app froze again. I force quit the Zoe app a second time, tried to log food -it froze. Hopeless.

I am having to note my food and drinks out of the app, but of course Zoe won't be able to see that.

Even before the Zoe app food loggin freezing bug, it refused to accept wholemeal or granary bread, just making bread white the whole time. So annoying!

A bit of a time lapse updating this thread, but I had so many issues with the Zoe technology not working - the app and also the glucose tracker - that I decided to quit. I paid for one month and am not doing it now.