Common symptoms during an incident
Paid features appear locked or the app asks you to subscribe again even though you have an active subscription.
Unexpected or duplicate charges on your Apple or Google account.
Food logging, barcode scanning, or other core features stop working temporarily.
If you notice any of these, there is likely a temporary service disruption on our side.
Step 1 — Check for a known issue
Contact support via in-app chat or email [email protected]. Our team will confirm whether there is an active incident and give you an estimated time for resolution.
Step 2 — Do NOT make additional purchases
If the app prompts you to subscribe again while you already have an active subscription, do not buy. This is almost certainly a temporary error and will resolve once the incident is fixed.
Step 3 — Update the app
Many issues are resolved in app updates that roll out alongside or shortly after a fix.
iPhone: App Store → search "Welmi" → tap Update
Android: Google Play → search "Welmi" → tap Update
Step 4 — Restore your purchase
If features are still locked after updating:
Open Welmi and navigate to the pricing screen.
Tap Restore Purchase.
Make sure you are signed in with the same Apple ID or Google account that was used for the original purchase.
For a detailed walkthrough, see Restore your purchase.
Refunds for billing errors
Our team can help you request a refund through Apple or Google for any erroneous or duplicate charges during an incident. Duplicate charges will be reversed.
You can also request a refund directly:
iPhone: reportaproblem.apple.com
Android: Google Play refund
Frequently asked questions
I was charged twice during an outage. Will I get my money back? Yes. Duplicate charges caused by a service disruption will be refunded. Contact support with your receipt or screenshot so we can expedite the process.
How long do disruptions usually last? Server-side issues are usually resolved within a few hours. Billing error corrections (refunds for duplicate charges, etc.) may take 1-2 business days. Our team will keep you updated on progress.
Features are still locked even though the incident is marked as resolved. Update the app (Step 3), then tap Restore Purchase (Step 4). If the issue persists, contact support with a screenshot of what you see.
Important reminders
Never buy a second subscription during a disruption. The error will resolve and any erroneous charges will be refunded.
Keep your app updated. Fixes are delivered through app updates.
A failed payment does not create a debt. You will not be penalized.