Support
We're here to help. Most questions are answered below — if not, reach out directly.
Contact Us
Email us anytime and we'll get back to you within 1–2 business days.
departure@engagequalia.comAccount & Sign-in
I can't sign in to my account
Double-check your email and password, and try tapping "Forgot Password" on the sign-in screen to reset it. If you still can't get in, email us with the email address on your account and we'll help recover it.
How do I change my email or password?
Open the app → Profile tab → Settings → Edit Profile. You can update your display name and avatar there. For email or password changes, email us and we'll assist.
How do I delete my account?
Open the app → Profile → Settings → Delete Account. This permanently removes your profile, workouts, photos, purchase records, and all other data. You can also email us at departure@engagequalia.com to request deletion. Full details are in our Privacy Policy.
Workouts & Scoring
My workout didn't earn XP
Departure has anti-cheat rules to keep leaderboards fair. If a workout exceeds category weight limits, posts more than 3 workouts in one day, or shows a sudden volume spike, XP may be reduced or blocked. You'll see an alert explaining why. The full scoring rules are available in the app under Profile → How Scoring Works.
How do Personal Records (PRs) work?
The app auto-detects PRs using the Epley 1-rep-max formula for strength lifts, longest duration for cardio, and fastest time for races. Beating a PR awards bonus XP and can unlock equipment. View your full PR history in the Trophy Case.
Why is my rank not going up?
Ranks advance based on total XP earned across all workouts. There are 24 individual rank tiers (8 titles × 3 sublevels each). If your XP is increasing but rank isn't, you may be between sublevels — check the Ranks page in-app for the thresholds.
Purchases & Subscriptions
I bought something but didn't receive it
Tap Restore Purchases at the bottom of the Premium Store. The app re-checks Apple's records and re-delivers any unfulfilled purchase automatically. If the item still doesn't appear after 60 seconds, email us with your Apple receipt and we'll resolve it manually.
How do I restore purchases on a new device?
Sign in with the same account and tap Restore Purchases in the Premium Store. All non-consumable items (equipment slots, banner packs, treasure trails, permanent XP multipliers) will be restored automatically.
How do I request a refund?
Refunds for App Store purchases are handled directly by Apple. Go to reportaproblem.apple.com, sign in with your Apple ID, and request a refund for the purchase. If you need help explaining the issue to Apple, email us and we'll provide context.
Are in-app purchases required to play?
No. Departure is fully playable for free — all core features including workout tracking, rank progression, PRs, teams, journey battles, and AI future-self generation are free. In-app purchases are cosmetic or convenience upgrades (extra equipment slots, XP boosts, premium banners).
Future Self & AI Images
My future-self image didn't generate
AI image generation occasionally fails due to network issues or temporary service outages. Pull down on the Future Self screen to retry. If it fails three times in a row, restart the app. Each account includes a monthly allotment of free generations — buying additional image credits is optional.
Can I delete an AI-generated image?
Yes. Go to Profile → Future Self, tap the image, and select "Delete." The image is permanently removed from our servers within 24 hours.
Will my selfie be used to train AI models?
No. Selfies are used only to generate your personal future-self images and are not used for model training, shared with third parties for marketing, or retained beyond what's needed to show you your transformation. See our Privacy Policy for full details.
Teams & Battles
How do I join a team?
In the Arena tab, tap Discover Teams to browse public teams, or enter an invite code from a friend. You can be a member of one team at a time.
Why can't I fight the next monster?
Teams advance through the journey map linearly — you must defeat each monster in order. After a battle (win or lose), there's a 24-hour cooldown before the next fight. The cooldown timer is shown on the monster's info screen.
How do I leave a team?
Open your team's page → Settings → Leave Team. Team owners must transfer ownership or disband the team before leaving.
Technical & Bugs
The app is crashing or freezing
Force-quit the app and reopen it. If the issue persists, restart your device. If it still crashes, email us with a description of what you were doing when it happened — screenshots or a screen recording help a lot.
Notifications aren't showing up
Check iOS Settings → Notifications → Departure and confirm notifications are allowed. Within the app, go to Profile → Settings → Notifications to verify workout reminders are enabled.
My data isn't syncing across devices
Data syncs through your account, so make sure you're signed in with the same email on both devices. Pull down to refresh on the Home screen to force a sync. If data still isn't appearing, email us with your account email and we'll investigate.
Still need help?
Email us at departure@engagequalia.com and include:
- The email address on your Departure account
- Your device model and iOS version
- A description of the issue, ideally with a screenshot or screen recording
We typically respond within 1–2 business days.