Support

Answers to common questions, how to reach us, and how to manage your data and subscription.

We read every message and usually reply within two business days, in English or Turkish. It helps to include your iPhone model, iOS version and the Portiva version, shown at the bottom of Profile. For privacy questions and data requests, write to privacy@portiva.app.

Write to support

Common questions

Why did AI logging stop for today?

The free plan includes one AI log a day by photo, live scan, voice or text. A photo or scan that finds no food doesn’t count. The limit resets at midnight in your time zone. Manual and barcode logging stay unlimited, and Plus removes the daily limit.

Photo, voice and text logging are turned off. Why?

AI features work only with your explicit consent, because your photo or text is sent to our AI provider in the US for analysis. To turn them on, go to Profile › Privacy and permissions, switch on “AI analysis” and tap “I agree”. You can switch it off again at any time.

The AI got my meal wrong.

Tap any item to change its portion or remove it before saving, or add what’s missing. Estimates are usually off because of hidden oil, butter or sauce, or because the portion is hard to see. A clear photo from above in good light helps, and saying “one ladle” or “half a plate” in a voice or text log helps too.

How do I restore my purchase on a new phone?

Sign in to the App Store with the same Apple ID, open Portiva, go to Profile, tap Upgrade (or Plans) and tap Restore at the bottom of the screen. If you use a Portiva account, signing in to the same account also brings your plan and your diary back.

How do I move my diary to a new phone?

Create an account on the old phone with Sign in with Apple or Google (Profile › Account) and wait until it says your data is backed up. Then sign in with the same account on the new phone.

Apple Health isn’t syncing.

Open the Health app, tap your profile picture, then Apps › Portiva, and turn on the categories you want to share. In Portiva, check that Apple Health is on in Profile.

Ramadan times look wrong.

With Ramadan mode on, check the city in Profile › City for prayer times, or let Portiva use your location once. Times are calculated on your device and may differ by a minute or two from your local authority’s timetable; follow your local authority for exact times.

My Apple Watch doesn’t update.

Keep your iPhone nearby and open Portiva on it once; the watch updates when the two connect. Logging from the watch and widgets is part of Plus.

A barcode isn’t found.

Add the product yourself: enter the values per 100 g from the label, or use Photograph the label to fill them in. With an account you can share the product so it’s recognized for everyone. Please check the values before you share.

Which languages and countries does Portiva support?

Portiva works worldwide. The app is available in English, Turkish, German, Spanish, French, Portuguese (Brazil) and Arabic, the AI answers in your language, it knows dishes from cuisines around the world and uses your local App Store prices.

Cancel or manage your subscription

Subscriptions are handled by Apple, so you manage them in your Apple ID settings.

On your iPhone, open Settings and tap your name.
Tap Subscriptions, then Portiva.
Tap Cancel Subscription (or Cancel Free Trial) and confirm.

In Portiva, Profile › Manage subscription opens the same screen. Cancel at least 24 hours before the renewal date to avoid the next charge. You keep access until the end of the period you paid for. Deleting the app or your account doesn’t cancel a subscription.

Refunds

Apple processes all payments, so we can’t issue refunds ourselves. Request one from Apple at reportaproblem.apple.com: sign in with your Apple ID, choose “Request a refund” and select the Portiva purchase. Apple decides under its policies.

Delete your account and data

With an account: Profile › Account › Delete account. This permanently deletes your account, your cloud backup and the data on that iPhone.
Without an account: Profile › Your data › Delete all my data.

What’s deleted, what isn’t, and how to ask us by email if you can’t open the app: Delete your account. For other requests about your data, such as access or correction, email privacy@portiva.app; the Privacy Policy explains your rights.

Export your data

Profile › Your data › Export my data creates one JSON file with all your records, which you can save or share. Photos aren’t included.

Health and safety

Portiva gives general guidance about food and activity, not medical advice. Calorie and nutrient values are estimates. If you’re pregnant or breastfeeding, under 18, have a history of eating disorders or a condition like diabetes, or take medication such as a GLP-1, talk to your doctor or dietitian before changing your diet. GLP-1 mode never recommends or changes a dose.