# How can we help?

> Setup, attaching, counting, charging, the app, orders and returns: quick answers, or email a real person in Brisbane.

Help

Search the answers below, or email [support@nomae.com.au](mailto:support@nomae.com.au) and we will reply as soon as we can.

Search help

[Getting started](https://nomae.com.au/support#start)

[Attaching it](https://nomae.com.au/support#attach)

[Counting reps](https://nomae.com.au/support#count)

[Battery, charging and updates](https://nomae.com.au/support#power)

[Connection](https://nomae.com.au/support#connect)

[The app and your data](https://nomae.com.au/support#app)

[Buying and delivery](https://nomae.com.au/support#orders)

[Product care and consumer guarantees](https://nomae.com.au/support#care)

No answers match that. [Send us a message](https://nomae.com.au/support#contact) instead.

The app’s free on TestFlight. These answers describe the current app and tracker firmware.

## Getting started

**What do I need?**

An iPhone with iOS 17 or later, the free NOMAE app and a machine with a steel weight stack (or a bench press bar). The app’s free on TestFlight.

**How do I set the tracker up?**

Pick it up to wake it (plugging it in works too), turn Bluetooth on, and open tracker setup from the Train tab or Settings. Follow the prompts. If it was charging, unplug it before you put it on a machine.

**How do I wake it?**

Pick it up or give it a shake. Putting it on a machine wakes it too, and so does plugging it in.

**Do I need an account?**

No. Training, the tracker and your history work without one, and your workouts stay on your phone. An account is only for orders and optional extras like friends and NOMAE AI.

**Can I use the app without the tracker?**

Yes. It's a full gym log on its own: plans, Quick Train, one-tap logging with last time's numbers, a rest timer, records and charts. There's also a demo that shows live counting without a tracker.

**Is there an Android app?**

No. NOMAE is built for iPhone.

## Attaching it

**Where does it go?**

On flat steel that moves with the weight, usually the top plate of the stack. Check the mounting position shown in the instructions. Keep it clear of guide rods, cables, pulleys and the gap between plates.

**Will it fall off?**

Check it is firm before every set. If it rocks, slides or could fall, take it off and choose a better spot. Don't use it where it could strike anything as the stack moves.

**Which machines does it work on?**

Machines with a steel weight stack: pulldowns, rows, chest press, leg curls and the like, plus the bench press bar. Not for plate-loaded, Smith or assisted machines. See the fit guide before buying.

**How do I move between machines?**

Remove it with the machine at rest. Check the next machine’s fit and clearance, pick the machine and check the weight in the app, and confirm the Bluetooth connection before starting.

**Is it safe near a pacemaker?**

Keep the tracker and its magnets away from pacemakers and other implanted medical devices, and follow the device maker's guidance on magnets.

## Counting reps

**The count looks wrong. What do I do?**

On the set result, tap − or + and confirm. The set is labelled as adjusted and the tracker's own count is kept, so you can put it back.

**The tracker dropped out mid-set.**

The app is designed to retain counted reps and flag an interrupted set for review. Check the result and enter any missing reps by hand. Reconnection cannot recover movement that was not received.

**Does it know how much weight I'm lifting?**

No. The tracker measures how the stack moves. You set the weight in the app, and it remembers it for next time.

**How accurate is it?**

Speed is an estimate from how the stack moves, so it’s best for comparing you against you on the same machine. Counts can be off now and then, mostly on slow, short reps; fix one with a tap before you save. Real gym sets so far are on the lat pulldown and bench press, and we’re testing more machines.

**Which machines are harder to count?**

Assisted machines, and reps with no clear pause at the top or bottom, are the hardest to count. On a pec deck, stick it on the stack, never the swinging arm.

## Battery, charging and updates

**How do I charge it?**

With a USB-C cable and a standard 5 V USB power source. Take it off the machine first; never charge it while it's on equipment.

**Where do I see the battery level?**

In the app, under Settings, then Tracker.

**Does it turn off by itself?**

Yes. It sleeps when nobody's using it. Pick it up, give it a shake or put it on a machine to wake it; plugging it in works too.

**How long does the battery last?**

We'll publish measured battery life once production units have been tested.

**How does it get updates?**

The app can offer signed firmware updates. Keep your phone nearby and follow the power and connection instructions shown. Update time varies; contact support if an update does not complete.

## Connection

**The app can't find my tracker.**

Pick it up or give it a shake to wake it (or plug it in), make sure Bluetooth is on, and keep it within a metre of your phone. Then run the setup again from Settings, then Tracker.

**Do I have to pair it every time?**

No. After setup, NOMAE connects to that tracker by itself whenever it's awake and nearby.

**How do I stop the app using a tracker?**

In Settings, then Tracker, choose Forget this tracker. The app stops connecting to it until you set it up again.

## The app and your data

**How do I export my workouts?**

In the app, Settings, then Export, as CSV or JSON.

**Can I use pounds?**

Yes. Choose kilograms or pounds in Settings.

**Does it work with Apple Health?**

Optionally. NOMAE can save finished workouts as Strength Training, and show today's activity, your runs and sports, and your body weight. Health readings stay on your iPhone; if you choose to count runs in Friends, only their dates are sent.

**Where is my training stored?**

On your phone. Workouts and tracker data are not synced to NOMAE's servers. Coach, the AI in the app, is optional and asks before it sends anything.

**How do I delete my account?**

In the app, Settings, then Delete account. Or email us.

**How do I report a bug?**

In the app, tap Report a problem under a set, or go to Settings, then Send feedback. It can include your app version and phone model, and that set's numbers if you switch it on, so we can fix it faster.

## Buying and delivery

**How do orders work?**

Orders are open. You pay when you order. In stock, it ships next business day. On backorder, 12 to 18 days. Checkout shows which.

**How much is it?**

A$199 for orders placed from the first batch, then A$249. Shipping in Australia is free. The app is free to download and use; Coach is an optional subscription.

**Where do you ship?**

Anywhere in Australia, free and tracked, from Brisbane. Somewhere else? Email us.

**Can I return it?**

We don't take change-of-mind returns. If something's wrong, email us with your order number and we'll help you sort it. If it's faulty, the Australian Consumer Law covers you with a repair, replacement or refund.

**Where's my order?**

Sign in to your account with the email you used at checkout to see its status and tracking.

**How do I cancel an order?**

Sign in to your account and request cancellation of an unshipped paid order. Refunds are complete only when Stripe confirms them; bank processing times vary.

## Product care and consumer guarantees

**Something's wrong with my tracker.**

Email us with your order number and what's happening, and we'll sort out next steps. Australian Consumer Law guarantees apply and can't be excluded.

**Can I return it if I change my mind?**

No, we don't offer change-of-mind refunds. Your rights under the Australian Consumer Law still apply if there's a fault or we can't ship when we said.

**How do I clean it?**

Wipe it with a soft dry cloth. Don't soak it or use harsh cleaners.

**When should I stop using it?**

If it gets unusually hot, swells, is damaged or smells unusual, stop using and charging it, and contact us. Don't open, crush, puncture or heat it.

[Setup instructions](https://nomae.com.au/instructions)

[Check your machines](https://nomae.com.au/fit)

[Your orders](https://nomae.com.au/account)

## Send us a message

## Privacy

For access, correction or deletion requests, email [support@nomae.com.au](mailto:support@nomae.com.au) or read the [privacy policy](https://nomae.com.au/privacy).

[Get the iPhone app Free on TestFlight](https://testflight.apple.com/join/NKuVdS3f)

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Source: https://nomae.com.au/support
Site guide for agents: https://nomae.com.au/llms.txt
Contact: hello@nomae.com.au