PRIMATE

Support

Something not working, or a question the app didn't answer? Write to us. A person reads every message.

Getting help quickly

You'll get a fix in one round instead of three if you tell us:

• the email address or phone number on your PRIMATE account;
• your phone model and OS version (for example, iPhone 14, iOS 18.4);
• the app version — Settings → About;
• what you expected to happen, and what happened instead;
• a screenshot, if something looks wrong on screen.

If it's about a wearable that isn't syncing, tell us which device and brand app you use — that's almost always the fastest thing to check.

Connecting a wearable

PRIMATE does not talk to your ring, watch, or band directly. It reads from the health hub your phone already has: Apple Health on iPhone, Health Connect on Android. Everything flows through there.

So there are two steps — and the first is the one almost everybody misses:

1. Turn on syncing in your wearable brand's own app. Open the app that came with your device — Apple Watch (Health is automatic), Samsung Health, Fitbit, Garmin Connect, Whoop, Oura, Noise, boAt, or whichever you use — and switch on writing to Apple Health or Health Connect. Until you do this, your wearable's data never reaches the hub, and PRIMATE has nothing to read. An empty PRIMATE almost always means this switch is off.
2. Grant PRIMATE the health permissions. Accept them during setup, or later in Settings → Connections. We ask category by category, and PRIMATE reads only what you grant.

Why do my scores say "getting to know you"?

Because they aren't trustworthy yet, and we'd rather say so than show you a number we had to invent.

PRIMATE's scores — Recovery, Sleep, Capacity, Body Age — are read against your own baseline, not a population average. A resting heart rate of 58 means nothing on its own; it means something once we know that yours normally sits at 62. Until the app has enough of your nights and days to know what normal looks like for you, it holds the score back.

Roughly what to expect:

• First few days — the first real daily scores appear.
• About two weeks of consistent wear — the baseline settles and scores stop moving around.
• Body Age needs the most history, so it arrives last.

Wearing your device overnight is what moves this along fastest — sleep and overnight heart rate variability do most of the work. Missing a night or two sets the baseline back slightly; it doesn't reset it.

What data does PRIMATE read?

From Apple Health or Health Connect, only the categories you grant, and only these:

• Heart rate, heart rate variability, resting heart rate
• Steps and active energy
• Sleep
• Blood oxygen, respiratory rate
• Workouts, including workout GPS routes where a recorded workout contains route data

Plus what you give the app directly: your profile details, food photos, lab reports you upload, and cycle data if you use cycle tracking.

It is used to run PRIMATE for you and nothing else. We do not sell your personal information, we never use your health data for advertising, and we never share it for anyone else's purposes. The Privacy Policy sets out every category of service provider that touches your data and why.

You can review or withdraw any permission whenever you like — Health Connect on Android, or the Health app's Privacy settings on iPhone. It takes effect immediately.

How do I delete my account?

In the app: Settings → Account → Delete Account. That removes your account and everything in it, including all the data read from Apple Health and Health Connect.

Prefer we do it? Email support@primate.health from the address on your account and we'll take care of it.

Either way, your personal data is deleted from our systems within 90 days — that window covers backup cycles rolling over.

How do I contact you?

For anything at all — bugs, your account, or a question about a score — email support@primate.health. We reply within 48 hours.

For a formal data-protection grievance under India's DPDP Act, write to our Grievance Officer, whose name, address, and email are in Section 8 of the Privacy Policy. Grievances are answered within 30 days.

One thing to be clear about

PRIMATE is a wellness product, not a medical device. Its scores, estimates, and suggestions — including Body Age — are for general wellness only. They are not medical advice, diagnosis, or treatment, and they are not a substitute for a qualified doctor. If something in your data worries you, see one. In an emergency, contact your local emergency services — not us.