Sweet PalSupport
For any problem, question or report, write to us at info@ef-ti.com, or use the Contact form. We usually reply within two business days. If you are writing about a problem with the app, tell us your iPhone model, iOS version and Sweet Pal version (app Settings, at the bottom).
Sweet Pal is not an emergency service. In case of severe hypoglycaemia, ketoacidosis or any emergency, call emergency services (112 in the EU).
Glucose
Where does glucose come from? From Apple Health: any sensor or meter that writes to Health (through its own app) also reaches Sweet Pal. You can also enter it by hand, from the glucose button or by writing it in the chat.
Why does glucose arrive late? Many sensor apps write to Health with a delay that can reach a few hours. Sweet Pal uses the value as soon as it arrives; meanwhile you can enter by hand the value you read on your sensor.
Does Sweet Pal tell me how much insulin to take? No. Sweet Pal is not a medical device and does not suggest doses: it records the ones you take, shows how things went and lets you simulate, for illustration, what happens when a meal, an activity or a bolus changes. You decide your therapy with your diabetes doctor.
Subscription
Which plans are there? Expert and Pro, monthly or yearly. Pro includes everything in Expert and adds features; the list is on the app's Subscription screen. First-time Pro subscribers get one free month.
How do I cancel or change plan? On iPhone: Settings › your name › Subscriptions › Sweet Pal. Cancel at least 24 hours before renewal or the end of the trial. Moving to Pro takes effect immediately, moving to Expert from the next renewal.
I changed iPhone or reinstalled the app. Sign in with the same account and tap Restore purchases on the subscription screen.
How do I request a refund? Payments are handled by Apple: request a refund at reportaproblem.apple.com.
What are credits? With Expert you can use some Pro features once by paying with credits, bought in packs. The app shows the cost first and asks for confirmation; if the feature does not start, the credits are returned.
I have a promo code. Tap Ho un codice (I have a code) on the subscription screen, or redeem it from the App Store.
Account and data
How do I delete my account? In the app: Settings › Danger zone › Cancella account (Delete account). All linked data goes with it. Deleting the account does not cancel the subscription: do that with Apple as above.
Where is my data? On our servers in the European Union. What we collect, who we share it with and how long we keep it is in the Privacy Notice. The terms of use are in the Terms.