Troubleshooting

If the platform is unresponsive, loads a blank screen, or feels unusually slow, try these steps in order:

1. Hard-refresh the page — In your browser, press Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac) to clear cached files and reload.
2. Clear browser cache — Go to your browser settings and clear cached images and files. Log back in afterwards.
3. Try a different browser — Test in Chrome, Firefox, or Safari to rule out a browser-specific issue.
4. Check your connection — Run a speed test or try loading other sites to confirm your internet connection is stable.
5. Mobile app: force-quit and relaunch — Close the app fully from the device's app switcher and reopen it.
6. Mobile app: update the app — Ensure you are on the latest version from the App Store or Google Play.

If none of the above helps, check our status page at status.kounisou.com to see if there is a known incident.

If you are not receiving push notifications for new messages, check-ins, or workout reminders:

1. Check device notification settings — On iOS, go to Settings → Notifications → Kounisou and ensure notifications are allowed. On Android, go to Settings → Apps → Kounisou → Notifications.
2. Check in-app notification settings — Open the Kounisou app → Settings → Notifications and confirm the relevant notification types are toggled on.
3. Re-grant permissions — If you previously declined notification permissions, revoke and re-grant them in your device settings, then reopen the app.
4. Reinstall the app — Uninstall and reinstall Kounisou. This re-registers the device for push notifications.
5. Check Do Not Disturb / Focus mode — These device modes suppress all notifications. Ensure they are not active during hours when you expect notifications.

If your steps, heart rate, sleep, or wearable data is not appearing in the app:

1. Confirm the integration is connected — Open the app → Health → Connected Sources. The source should show a green Connected status.
2. Open the app — Health data syncs when you open the app. It does not sync in the background on all devices. Open the app and wait 10–20 seconds.
3. Check source permissions — On iPhone, go to Settings → Privacy → Health → Kounisou and ensure all relevant data types are enabled. On Android, open Health Connect and verify Kounisou has read access to the data you expect to see.
4. Reconnect the source — In the app, disconnect the health source and reconnect it. This refreshes the authorisation token.
5. Strava / Garmin not syncing — Check that your Garmin device has synced to the Garmin Connect app, or that the activity has been confirmed on Strava. Imported activities can take a few minutes to appear after the source app processes them.

See also: Health & Recovery for the full connection guide.

Payment processing is handled by Stripe. Most issues are caused by card details, bank holds, or connection interruptions.

If your Kounisou plan payment failed:

1. Go to Settings → Plan & Billing and check the billing status.
2. Click Update Payment Method to add a new card.
3. Once updated, click Retry Payment.

If a client's subscription payment failed:

1. Go to Settings → Payments → Subscriptions and find the client with the failed payment badge.
2. Ask the client to update their card details. They can do this via the payment link in the failure notification email they received, or by contacting you to resend the payment request.

If you believe a payment was charged but your plan did not activate or the feature is still locked, contact support with the Stripe charge ID from your email receipt.

If you cannot log in to your account:

1. Check your email address — Ensure you are using the address you registered with. Coaches and clients use separate login flows — make sure you are on the correct one.
2. Reset your password — Click Forgot password on the sign-in page. A reset link will be sent to your email. Check your spam folder if it does not arrive within a few minutes.
3. Check your 2FA code — If you have 2FA enabled, ensure your authenticator app's time is synchronised. Codes are only valid for 30 seconds.
4. Clear cookies — Stale cookies can block the login flow. Clear site data for kounisou.com in your browser settings and try again.
5. Social login issues — If you signed up with Google or Apple and no longer have access to that account, contact support to verify your identity and update your login method.

If your account appears locked or you see an "account suspended" message, contact our support team — we can review the account status and help you regain access.