Write to us if something is broken, access did not arrive after payment, or you need your account deleted. A real person answers.
We reply within 24 hours, usually sooner.
Write from the email your account is registered to and describe what happened.
Payment, cancellation and refunds go through the app store: App Store. Write to us if a payment failed or access did not open, we will sort it out.
I paid but access did not open
Access usually arrives within seconds. If more than five minutes have passed, close and reopen the app: the plan is picked up on launch. If that does not help, write to us with the date and amount charged and we will open it manually.
How do I cancel my subscription
Cancel in your iPhone settings under Apple ID, Subscriptions. Only the App Store can cancel it; we have no button for that. To stop it renewing, cancel at least 24 hours before the paid period ends.
Why are some training modules locked
Technique is free forever, and free accounts get three field sessions per week. The rest is unlocked by a subscription: exactly what each plan gives you is listed on the subscription screen in the app.
The email confirmation never arrives
Check your spam folder and that the address has no typo. If there is still nothing after ten minutes, write to us from that address and we will confirm it manually.
What age is the app for
The app is built for players aged 13 and up, and you cannot register younger. In the European Economic Area, under 16 you need a parent's permission. If you are under 18, set the subscription up together with a parent: they pay, you train.
How do I report a player or a coach reply
In the leaderboard, tap the flag icon next to the player: you pick a reason and the player never learns who reported them. In the mobile app the same icon also lets you block the player: their name and photo stop being shown to you. A Report button sits under any reply from Carlos or Mateus. We review within 24 hours. If it is urgent, write to support@goolazo.app.
Who is in the exercise videos
Exercise videos are created with artificial intelligence from the movements of real training sessions and reviewed by our team before publication. The people in them do not exist. Those clips carry an "AI" badge on screen.
What is the ticket draw
Tickets pile up for friends who start training or take a subscription. On the first day of each month we pick winners at random from the previous month's tickets and add subscriptions to their accounts. Entry is free, you buy nothing. A prize cannot be swapped for money. If you are under 18, take part with a parent's permission.
A coach reply looks wrong
Carlos and Mateus are language models and they sometimes get things wrong. Tap Report under the message and we will look at it. Their replies do not replace a coach, a doctor or a psychologist: if it is about pain, an injury or feeling very bad, talk to an adult and to a specialist.