Support

How we help you

1. Contact

• Email: hola@xyphos.fitness
• Response time (general support): 24–48 business hours, Monday to Saturday.
• ARCO rights (privacy): up to 20 business days to respond on admissibility, per law (see Privacy Notice §8).
• WhatsApp Business: +52 56 2973 4621 — AI assistant, replies 24/7.

To make sure your message reaches the right team, use one of these subject lines:

• Support — [your question] for general topics or app errors.
• Privacy — ARCO Request for access, rectification, cancellation or objection (see Privacy Notice §8).
• Privacy — Marketing objection to object to use of your contact data for marketing or transfer to third parties for advertising purposes.
• Delete account if you want to delete your account and data (see section 5).

2. Cancel Premium subscription

From iPhone (iOS 17 / iOS 18)

1. Open the Settings app.
2. Tap your name.
3. Tap Subscriptions.
4. Select Xyphos Premium (monthly or annual).
5. Tap Cancel subscription (scroll down if not visible).

Official Apple documentation: support.apple.com/en-us/118428.

From Mac

1. Open App Store.
2. Click your name (bottom left) → Account settings.
3. Scroll to Subscriptions and click Manage.
4. Select Xyphos Premium → Cancel subscription.

From the web (no iPhone available)

If you do not have access to your iPhone, cancel at account.apple.com/account/manage/section/subscriptions. Sign in with the Apple ID you used to subscribe.

From Android (Google Play)

1. Open the Google Play Store app.
2. Tap your profile picture (top right).
3. Payments & subscriptions → Subscriptions.
4. Select Xyphos Premium.
5. Tap Cancel subscription and follow the on-screen steps.

Also available on the web at play.google.com/store/account/subscriptions. Official documentation: support.google.com/googleplay/answer/7018481.

After cancelling

• You keep Premium access until the end of the period already paid. There is no pro-rated refund for the remaining time. If you believe you are entitled to a refund, see section 3.
• Your account is not deleted. It remains active on Free with your history intact.
• You lose: personalised plan, nutrition plan, rest timer with push, progress charts.
• You keep: measurement tracking, the 4 preset routines, manual routine wizard, all 12 advanced methods, gamification and friends leaderboards.

3. Request a refund

App Store refund (iOS / Mac)

1. Go to reportaproblem.apple.com.
2. Sign in with your Apple ID.
3. Select the Xyphos Premium purchase.
4. Choose Request a refund and state your reason.
5. Apple sends you the decision by email in the following days.

Apple does not publish a formal timescale for Mexico; refunds are assessed case by case.

Google Play refund (Android)

Recommended assisted shortcut: support.google.com/googleplay?p=refundAWF.

Or manually:

1. Go to play.google.com with your account.
2. Profile picture → Payments & subscriptions.
3. Budget & order history.
4. Find the Xyphos Premium order → Report a problem.
5. Select the applicable option and complete the form.

Source: support.google.com/googleplay/answer/15574897.

4. Restore subscription

From iPhone (App Store)

1. Install Xyphos from the App Store with the same Apple ID you used to subscribe.
2. Open the app and sign in with your Xyphos account.
3. Go to your profile → Restore purchases.
4. The app validates with the App Store and restores Premium in seconds.

If the Restore button cannot find the subscription, verify the active Apple ID under Settings → Your name → Media & Purchases.

From Android (Google Play)

1. Install Xyphos from Google Play with the same Google account you used to subscribe.
2. Sign in with your Xyphos account.
3. The app detects the active subscription automatically. If not, go to profile → Restore purchases.

If you paid with a different Google account than the one on your new phone, add it under Settings → Accounts on Android and reopen Xyphos.

5. Delete account and data

Option A — From the app (recommended)

Open Xyphos and go to My Profile → Delete account. We will ask you to confirm your identity (your password if you use it to sign in, or type DELETE MY ACCOUNT if you signed in with Google or Apple). After confirmation, we delete your account immediately and send you a confirmation email.

Option B — By email (if you have lost access to the app)

If you cannot access the app, send an email to hola@xyphos.fitness with the subject Delete account from the same email registered in Xyphos. Include your full name and an explicit confirmation that you understand deletion is permanent. We process the request within a maximum of 30 calendar days pursuant to the LFPDPPP. If for security reasons we cannot confirm the email belongs to you, we will ask for a valid official ID (INE or passport) — same process as for ARCO rights (see Privacy Notice §8).

What is deleted

• Account data (name, email, password, date of birth).
• Questionnaire and anthropometric data.
• Declared health data (injuries, conditions, allergies).
• Routines, workout logs, measurements, progress photos.
• Nutrition plan and logged meals.
• Gamification data (XP, streak, level, badges) and friendships.

What we retain by legal obligation

After deleting your account, the only data we retain is the evidence of your consent (name, email, dates, versions and signature) as a legal-compliance record, for up to 5 years to meet tax and fraud-prevention obligations under Article 11 of the LFPDPPP. We never retain your sensitive data (health, measurements, photos) or your contact data for marketing after deletion. Detail in Privacy Notice §6.

6. Technical errors

Before writing to us

Two steps that resolve 80% of reports:

1. Force-quit the app and reopen it. On iOS: swipe up from the bottom and swipe Xyphos up. On Android: open the recent-apps screen and close Xyphos.
2. Check your internet connection. Xyphos requires an active connection to load your plan and log workouts.

If the problem persists

Send an email to hola@xyphos.fitness with the subject Support — [brief description of the problem] and include:

• What happened in one or two sentences (what you tried, what you saw).
• When it happened (approximate date and time, time zone if not CDMX).
• Your device: model and OS version (e.g. iPhone 15 Pro / iOS 18.1; Pixel 8 / Android 15).
• Xyphos version (found in your profile → About).
• Screenshot of the error if applicable.
• Your Xyphos account email so we can review logs.

We respond within 24–48 business hours.

7. Premium availability

Why iOS-first

We launched the subscription on iOS first to focus the review cycle, support and metrics on a single platform. The product has worked in the browser from day one — what is limited to iOS today is only Premium sign-up, not access to the Free product.

Android coming soon

We are in the process of integrating Google Play Billing. When ready, sign-up will work identically from the Android app. If you would like to be notified when it launches, write to us at hola@xyphos.fitness with the subject Support — Android launch notification.

In the meantime

You can use Xyphos Free on any device — web, iOS or Android — with the 4 preset routines, all 12 advanced methods, tracking, history and gamification. For Premium you currently need an iPhone signed into the App Store with your Apple ID.

8. Other questions

For general product questions — what is included in Premium, how plan generation works, how to request changes, how to train at home without equipment, what happens to your data when you cancel — see the FAQ on the landing page at xyphos.fitness/#faq.

For legal topics:

• Privacy Notice — includes ARCO rights in §8.
• Terms and Conditions.

Last updated: May 30, 2026.