This is a short list of our most frequently asked questions. For more information about our apps, or if you need support, please email us at email@example.com. Thanks!
Q: What is the Zen Unlimited Pass and how does it work?
A: The Zen Unlimited Pass is our newest subscription and includes the following
1) Access to pro features across all our apps in the Zen Labs Fitness network.
2) For C25K, 10K, 13.1, and 26.2, this includes calories and distance, Apple Watch integration, and the full 13.1 and 26.2 running programs.
3) Unlimited music streaming across all our apps tailored specifically for exercise. ($9.99 value compared to other music streaming services)
4) All additional workouts in our 7 Minute Workout app and additional pro features
5) Many more apps we are updating in the Zen Labs Fitness network.
Q: I have subscribed to the Zen Unlimited Pass. How do I access the features in other apps?
A: If you are subscribed to the Zen Unlimited Pass in one of our apps, you can download any other Zen Labs app and navigate to settings -> restore purchases. This one subscription will unlock pro features across all of our apps in the network.
Q: The voice and beep is set to highest volume on the app. But how come I don't hear any voice cues?
A: Here are a couple things to look for and keep in mind:
1) Please make sure that your device is not in vibrate/silent mode, as voice cues will not play when in this mode. Also please make sure all the voice/sound settings are correct (master volume is turned up). On iPhone devices there is a physical switch on the left side of the phone that when flipped, will keep the phone in vibrate mode.
For iOS 7 and above devices, you can adjust the alerts sound volume in Settings (on your iOS device, not our app) → Sounds → Ringer and Alerts, which controls the sound when your device is locked. If this is not set properly, you will not hear any audio cues when device is locked.
2) Another thing to keep in mind with the new iOS is that you have to turn on Notifications inside your iOS settings for the app to be able to send you voice cues when your device is locked. Without this turned on, no voice cue will be played.
3) You can also try rebooting your device, or reinstalling the app.
Q: The app is not remembering my progress / I lost all my data. Help!
A: Please make sure to allow the workouts to be fully completed, meaning all the way to the social sharing screen, so that the app knows the workout is complete.
You can also long press (Android) or double press (iOS) workouts to mark them as complete. You will see a check mark to signify a completed workout.
Q: Where can I find the Myfitnesspal login on C25K Trainer app?
A: The MyFitnessPal login is on the same screen as the Facebook/Twitter login in our C25K app, which is at the end of every workout. Please find the MFP icon there!
Q: Ok, I found the Myfitnesspal login, but after pressing “send”, nothing is showing up on my MFP profile.
A: Please allow some time for the results to be posted, as sometimes the MyFitnessPal servers could be slowed down due to heavy traffic. Another thing to try would be to refresh the home page of MyFitnessPal, to see if your results show.
You can also try logging out and then back into your account through the official MyFitnessPal app. This should resolve most issues. Thanks!
Q: Help! I upgraded to pro but my app icon still says "Free".
A: When you upgrade inside our C25K free or 10K free app, you will unlock all pro features. However, the app icon will remain unchanged since you are still using the same app. There is a separate "Pro" paid app in the App Store that comes with these pro features already unlocked.
Q: How do I get the app to show up on my Apple Watch?
A: You’ll need to open the Apple Watch app, and then scroll down until you find our app. Tap on it and you’ll see an option to “Show App on Apple Watch.”. Make sure that is on.
Please remember to leave your device unlocked for the Apple Watch integration to work accurately. Navigate to settings and make sure “Always On (Disable Sleep)” is set to “On”.
Also as an FYI, the watch is just an extension of the display of the phone. You have to start the app from the phone and can use your watch to check the time. You can pause and start, but can't start the app from the beginning.
Q: Help! My Apple Watch is not syncing correctly with my phone during my run!
A: We recommend using either your phone or your watch during your run and not both because the devices will need to sync together. Using both devices simultaneously is not recommended and will make syncing harder. Use one device for your run and they will properly sync for your to record at the end of your run.
Make sure you are also using the correct watch app with the correct phone app. For example, do not try to sync "C25K Free" phone app with "C25K Pro" watch app. They are 2 different apps.
Q: It is saying "I need to subscribe" on my Apple Watch, what does that mean?
A: Apple Watch integration is a PRO feature. You will need to upgrade inside our app or download the pro version from the App Store for Apple Watch support. You can try all the pro features for free with our 7 day trial! Just click subscribe and cancel before the 7 days expire.
Q: Can I use the app on Apple Watch without my phone?
A: Yes. We have just integrated stand-alone support. This is for the PRO version of our app only. If you upgrade inside the free version of the running apps, this will NOT have stand-alone support.
Q: How do I get sound alerts while using Apple Watch?
A: This issue appeared because you used your phone with your apple watch, and the problem is that you received the notification on your watch and not on your phone.
The notifications can be received only on one device (https://support.apple.com/en-us/HT204791), and the problem is that when you receive a notification on your watch then the preset sound of the notification is not displayed on the phone.
If you want to hear the sound of the notification when you use the app with an Apple Watch, you will need to turn off the notification mirroring in Watch app on your iPhone, but in this case you will not receive the notifications on your Apple Watch. Unfortunately this is the current way Apple integrates the iPhone and the Apple Watch. There is no workaround.
Q: What do I do if the app is misbehaving?
A: Please try a hard-reset on your iPhone or iPod touch. Restarting frees up memory on your device, which is the cause of a lot of issues that are easily fixed by a simple restart. You can also try uninstalling and re-installing the app on your device. Make sure that you have the most updated version!
Q: How to play music within the app / not finding my playlists?
A: You need to first create a playlist on your device. Please refer to your device’s user manual on how to this. The playlist has to be created through the native music player app on your device (normally called “Music”), not a 3rd party music app (i.e. Google Play Music). Afterwards, you can access those playlists through the app.
Q: How do I check progress such as calories and miles ran?
A: During your run, you can tap the circular flip icon to scroll through your stats! After your run, you can scroll back to your workout to see your calories burned as well as total distance ran. As a reminder, the app will only start tracking your stats AFTER you purchase the pro features. For example if you purchased pro features for Wk2 D3 workout, it will show stats for that workout and all workouts after it. But it will not show stats for wk2 d2 and before.
Q: How do I listen to music using 3rd party music app such as Pandora or Spotify?
A: Please start the Pandora/Spotify app first, and have it run in the background. Then start our app, and the music should still run in the background. FYI our app cannot control music functions for Pandora/Spotify.
Q: What is the difference between the pro and free version?
A: The pro version has calorie and distance tracking, so our users can view all their stats from their run! It also removes ads from the bottom of the screen. If you subscribe to our Zen Power Playlist, you get all the awesome curated playlists (based on desired BPM - beats per minute) as well as calorie/distance tracker!
Q: Is there a community I can join that I can ask questions to?
A: YES! There is a wonderful community on our Facebook page that is very active and passionate. You can post your question there, or create an account on our Forums and ask your question to the community there!
Q: Can I use the treadmill to train?
A: Of course! It is completely up to you on how you want to train. The only thing we advise is if you’re training for an actual race, that you get in some practice runs outdoors, as treadmill running and outdoor running is different from one another. Also as an FYI, the calorie/distance tracker may not work as well while running in place, so please take that into account.
Q: Is it ok to repeat days?
A: It is perfectly normal to struggle with a workout, and completely fine to have to repeat that workout until you feel comfortable enough to move forward. It’s not a sprint! Take your time to build the stamina and strength you need. But don’t get complacent! You’re stronger than you think!
Q: How do I get rid of initial popup screen everytime the app is launched?
A: The Motivation screen that appears when first opening the app can be turned off in the settings tab! Many of our users enjoy the words of encouragement from this screen, but if you could do without it, you can easily turn it off.
Q: Do I get charged again if I uninstall and re-install the app?
A: Apple and Google handle the entire purchasing process, and once you purchase an app from their respective app stores, that info is stored in your profile. The app stores will not charge you again for re-downloading an app. If you believe some mistake was made with a charge, please contact Apple/Google directly.
Q: I have the 10k Trainer app, but I can't find a way to sync my progress with Myfitnesspal.
A: At this time, our partnership with Myfitnesspal is only with our C25K app. But we are working with MFP to integrate MFP functionality into all our other running apps as well! Feel free to shoot MFP an email and request this feature! We want it too!
Q: I just graduated from the 10k app, and now want to start training with half/full marathon app! What week should I start from?
A: The Marathon Trainer’s program is significantly different from the C25K/10K Trainer, so there is no direct bridge. Having said that, many of our 10K graduates have found that week 7 of the Marathon Trainer is a good place to start if you are comfortable with your fitness level. Please keep in mind that our half/full Marathon app was designed for true beginner runners, and the end goal is to have our users be able to complete a full 13.1/26.2 mile race, utilizing a walk/run interval. So you are not running the entire race. You are utilizing a “run for 4 mins / walk for 1 min” cycle the entire way.
Q: My PEDOMETER app keeps showing zero for steps? Also why is my history blank?
A: Here are a couple steps that you can take to address this issue:
1) Go into the app's settings and click on "Show Introduction"
2) Go through the setup process again, making sure to "Grant Access" to Apple Health
3) Restart the app (force close, then reopen).
Our app pulls data directly from Apple Health, so if you do not see any data in Apple Health, you won’t see it in our app either. Please make sure you have Apple Health enabled.
1) Go into the app’s settings and click on “Show Introduction”.
2) Go through the setup process again, making sure to “Grant Access” to allow the app access to your device location.
3) Please also make sure that you choose a Google Fit account to sync the app with.
4) Restart the app (force close, then reopen).
You can also open Google Fit to see if there is any data being saved there, as our app syncs with Google Fit.
Q: How can I get the most accurate results for the distance tracker on my running apps or the Pedometer app?
A: There are a couple things that you can do to improve the accuracy:
For users using the later iOS devices with M8 Motion Coprocessor chip, the app pulls data from the M8 chip, so what you’re seeing is data directly from iOS Healthkit itself.
For users on older iOS devices without M8 chip, here are some tips:
1) Turn on GPS, as this helps the app use your coordinates to better calculate your distance.
2) Please also keep in mind where you are placing your device during your run. The ideal place would be in your pant/shorts pocket, or in an armband. The app uses vibrations and motion to estimate steps, so if the device is, for example, in your breast pocket, than the count may not be as accurate due to the relative minimal movement in that location.
For Android users:
1) Make sure to enter in your height inside the settings of the app, as this will help determine your stride length and better calculate your distance.
2) Turn on GPS, as this helps the app use your coordinates to better calculate your distance.
3) Please also keep in mind where you are placing your device during your run. The ideal place would be in your pant/shorts pocket, or in an armband. The app uses vibrations and motion to estimate steps, so if the device is, for example, in your breast pocket, than the count may not be as accurate due to the relative minimal movement in that location.
4) Adjust the "Sensitivity" option of the app. If the app is short on distance, then adjust it to be “more” sensitive. If the app is over calculating distance, then lower the sensitivity.
Q: What are some good warmup exercises to do before starting any of the Challenge (Pushups/Situps/Pullups/Squats) apps or 7 minute workout?
A: Some good warmups in general are jumping jacks or running in place. This is just to get the heart rate going. Some of our users like to stretch the muscles that they are about to exercise (chest, glutes, abs) etc. The following 2 videos are our personal favorites for full body stretches, as they give great instruction and the routine can be done in 5 minutes!
Q: I paid to remove ads but still get an ad popup at the end of my workout, why is this (Challenge apps / 7 Minute workout)?
A: The popup reward that you see at the end of your workout is provided by our partner Kiip, which gives our users free rewards for working out. If you wish to not see these rewards anymore, you can easily turn them off inside the app settings. You can find the line item "Kiip Rewards" there.