Help & support

Contact

Write to info@buildframe.de or use the contact form further down this page. Please say which iPhone you have and which iOS version — that usually lets us place a problem straight away.

Caloplate needs no account and no sign-in. So you never have to give us any login details, and we never ask for them.

Free allowance and subscription

Setting up Caloplate is free. After that you can try Caloplate for free: three successful photo analyses and five days from the first start. Barcode scans and all other features are free during these five days. Once the three photo analyses are used up, only the photo stays locked until you have a subscription. Errors and cancellations do not count.

Once the five days are over, you need an active subscription (Caloplate Pro) to use Caloplate. Neither subscription has a free trial period.

You can see how much of the free allowance is left in the camera and under »Profile → Caloplate Pro«. You can manage and cancel a subscription at any time in your Apple Account settings.

Your data belongs to you: even without a subscription you can export or delete it on the screen that offers the subscription.

Manage or cancel the subscription

A Caloplate Pro subscription runs through your Apple Account. You can manage and cancel it in your iPhone's settings: tap your name at the top, then »Subscriptions«, then Caloplate.

You find the same path in the app under Profile → Caloplate Pro → »Manage subscription«.

Caloplate itself cannot cancel your subscription. We have no access to it — that is not unwillingness but how Apple handles subscriptions. That is why the button in the app leads straight to Apple.

Important: cancel at least 24 hours before the end of the current period, otherwise the subscription renews once more.

Restore purchases

If you have reinstalled Caloplate or have a new iPhone, Pro is not active at first. Open the purchase screen and tap »Restore purchases«.

Your subscription is tied to your Apple Account, not to the device. So make sure you are signed in with the same Apple Account you bought with.

If Pro is still missing afterwards, write to us — then we will look at the purchase.

Refunds

Refunds are granted by Apple, not by Caloplate. You make the request at reportaproblem.apple.com with the same Apple Account you bought with.

If the reason is a bug in Caloplate, please also write to us. We can fix the bug even though we cannot give the money back.

The analysis recognises something wrongly

Caloplate estimates. Every number is an estimate. A wrong estimate is therefore not a defect but the limit of the method.

What helps: light the food well, photograph it from above, get the whole plate in the picture and show packaging open.

Every amount can be corrected by hand after the analysis. If something is systematically recognised wrongly, write to us — with the dish and what Caloplate made of it.

The analysis does not work at all

The analysis needs an internet connection because the photo is evaluated for it. Without a connection Caloplate tells you so.

First check whether you gave the permission in the app under Profile → »Analysis«. Without it no photo is transmitted — that is intentional.

Caloplate stays usable without the analysis: barcode, nutrition table and everything you enter by hand keep working.

The camera shows a black picture

Usually the camera permission is missing. You find it in your iPhone's settings under Privacy & Security → Camera → Caloplate. In the app a button leads you straight there.

If that does not help, close Caloplate completely and reopen it. If it stays black, write to us with your iPhone model and the iOS version.

Your data

Your diary, your body data, your plan and your weight history live only on your iPhone. They are not transmitted.

What happens to a meal photo is explained in full in the privacy policy — without sugar-coating.

You can delete everything by removing Caloplate from the iPhone. That also removes everything that was in the app; there is no copy with us that we would have to delete.

Caloplate is not a medical device

Caloplate makes no diagnosis, gives no therapy recommendation and does not replace medical or nutritional advice.

If you have a condition, are pregnant or have to watch your diet for medical reasons, talk to a doctor.