Help with
Getting set up
Start with the app and choose how you connect.
Where do I start?
Follow the getting started guide. Download the Penng app, sign in, and choose a Penng Band or a health-data source you already use. Your 7-day free trial and your membership are started in the app.
Can I use a wearable I already own?
On iPhone, Penng reads supported measurements from Apple Health. On Android, it reads Health Connect. Your wearable must write the relevant measurements there. Check our compatibility guide before buying; available data varies by device and permissions.
Help with
Band & connections
A few useful checks before you contact us.
My Penng Band is not connecting. What should I check?
Check that the band has charge, Bluetooth is enabled, and the band is near your phone. Review the permissions requested by Penng and try connecting from inside the app. If it still fails, contact us with your phone model, app version and what you see. Avoid deleting your account or resetting the band as a first troubleshooting step.
Why are imported measurements missing?
First check that the measurements appear in Apple Health or Health Connect. Then review Penng’s access in that health store’s settings. Some wearables write only certain measurements, and imported sources do not provide every Penng Band feature. Tell support which source and measurement are missing if these checks do not resolve it.
Help with
Account & membership
Get back into your account and find billing help.
Where do I log in?
Sign in inside the Penng app. The login page opens your Penng account on the web; use the same Google account in both. If you need help signing in, share the error message with support; never send your password or verification code.
How does the free trial work?
New members get a 7-day free trial in the app. You start it in the app, and the App Store or Google Play shows the price and the date your first payment is due before you confirm.
How do I pay for or cancel a membership?
Membership is bought and billed in the app through the App Store or Google Play. To cancel, open your subscription settings in the App Store or Google Play and cancel Penng there; your access continues until the end of the period you have paid for. Deleting the app or signing out does not cancel the subscription. Refunds for membership payments follow the store’s refund process.
How do I ask about my data or account deletion?
Email gold@penng.ai with the nature of your request. We can help you find the appropriate next step. Our privacy policy explains how we handle your data. Disconnecting a wearable does not itself delete your account.
Help with
Orders & your band
Have your order reference ready.
Where do you ship?
The Penng Band ships in South Africa only, for a flat R49 shipping fee per order.
How do I get an update on an order?
Check your confirmation and any tracking message first. If you still need help, contact us with your order reference and the issue. Do not include full payment card details.
Can I return my band?
Yes. Every band purchase has a 30-day money-back guarantee from the day it is delivered. Message us, we collect the band at no cost to you, and you get a full refund. See the guarantee for the details.
What if my band arrives damaged or stops working?
Contact support with your order reference, a description of the issue and, if useful, a photo of the band or packaging. Defects are handled under the Consumer Protection Act. See our terms.
A person can help
Still stuck? Tell us what happened.
For app issues, include your phone model, app version and the error message. For an order, include its reference. Keep passwords, verification codes, payment details and unnecessary health information out of your message.
Prefer email or WhatsApp? Use either below.