How do I contact customer support?Updated a month ago

Ways to Contact CENTR Support

Our support team is ready to help with any questions about your account, subscription, technical issues, or physical product orders. We offer multiple ways to reach us, with email being the primary and fastest method for most inquiries.

Email Support

Email is the most reliable way to contact our support team:

• Email address: [email protected]
• Response time: You'll receive an acknowledgment within 24 hours, with a resolution or detailed update within 24-48 hours
• Best for: Account issues, subscription questions, billing inquiries, technical problems, order tracking, refund requests, and general questions
• Available: Send your email anytime - we'll respond during business hours

When emailing support, the more details you provide upfront, the faster we can resolve your issue.

In-App Support

If you're using the CENTR app, you can contact support directly through the app:

1. Open the CENTR app on your device
2. Navigate to your Profile section
3. Look for the "Help" button
4. Tap to send a message directly to our support team

This method automatically includes your account information, which can speed up the resolution process.

What We Don't Offer

Phone Support: We do not currently offer phone support. All inquiries should be submitted via email at [email protected] or through the in-app Help button. Our team will respond to your query within 24-48 hours.

Before Contacting Support

You can often get faster answers by checking these self-service resources first:

1. Search this Help Center: Use the search bar to find articles about common issues - many questions have instant answers available
2. Check your account settings: For subscription information, billing history, and account details, log into your account at centr.com or in the app
3. Try basic troubleshooting: For technical issues, try force-closing the app, restarting your device, or checking for app updates
4. Review your email: Check for confirmation emails about orders, subscriptions, or password resets - they may already contain the information you need

If you've checked these resources and still need help, we're here for you.

What to Include in Your Support Request

To help us resolve your issue quickly, please include:

• Your account email address: The email you used to sign up for CENTR
• Clear description of the issue: What's happening? What were you trying to do?
• For technical issues: Device type and OS version (e.g., iPhone 15 Pro, iOS 17.2 or Pixel 10, Android 16), app version (found in Settings), and when the issue started
• Screenshots or error messages: Visual information helps us diagnose problems faster
• Steps you've already tried: Let us know what troubleshooting you've attempted so we don't suggest the same steps
• For order issues: Order number, product name, and specific concern
• For billing issues: Transaction date, amount charged, and where you subscribed (Apple App Store, Google Play, or centr.com)

The more context you provide, the faster we can help resolve your issue.

Platform-Specific Support

Some issues need to be handled directly with the platform where you made your purchase:

Apple App Store Billing Issues

If you subscribed through the Apple App Store (iPhone or iPad) and have billing questions, refund requests, or payment issues:

• Visit reportaproblem.apple.com
• Sign in with your Apple ID
• Find your CENTR subscription transaction
• Request a refund or report a billing problem

Apple controls all billing for App Store subscriptions. We can't process refunds or modify billing for Apple subscriptions, but we're happy to guide you through the Apple process if needed.

Google Play Store Billing Issues

If you subscribed through Google Play (Android device) and have billing questions, refund requests, or payment issues:

• Visit play.google.com/store/account
• Sign in with your Google account
• Go to "Subscriptions"
• Select CENTR and manage your subscription or request a refund

Google manages all billing for Play Store subscriptions. For Google-specific billing issues, they're the best point of contact, though our team can help guide you through the process.

Web Subscriptions (centr.com)

If you subscribed directly through centr.com, our support team has full access to help with billing, refunds, and account modifications. Contact us at [email protected] for any assistance.

Response Time Expectations

We strive to respond as quickly as possible:

• Initial acknowledgment: Within 24 hours of your email
• Resolution or detailed update: Within 24-48 hours for most issues
• Complex issues: May require additional investigation and could take 3-5 days, but we'll keep you updated on progress
• Technical bugs: Our internal team reviews within 24-48 hours and provides updates on fix timelines

If your issue requires escalation to our technical team or involves coordination with Apple/Google, we'll keep you informed every step of the way.

Join the CENTR Community

While waiting for a response, or for general questions about workouts and programs, consider joining our community:

• Private Facebook Group: Connect with other CENTR members who can share tips, encouragement, and experiences
• Social Media: Follow us on Instagram, Facebook, Twitter, YouTube, and TikTok for updates, inspiration, and community interaction

The community is great for workout advice, motivation, and connecting with fellow members, but for account-specific or technical issues, always contact support directly.

Still Need Help?

If you've read through this article and still have questions, don't hesitate to reach out. Email us at [email protected] with as much detail as possible, and our team will get back to you within 24-48 hours. We're here to ensure you have the best possible experience with CENTR.