Help and contact
Support
Contact
Support: support@multifactorsolutions.net
Privacy and data requests: privacy@multifactorsolutions.net
7310 Menchaca Rd, #150091
Austin, TX 78715
United States
Response timing varies by request.
Email systems process your sender name/address, message, routing headers, and anything you attach. We use that communication to respond, route the request, investigate the reported issue, and keep the operational record needed to handle it. Do not attach a report, backup, screenshot, or other health or wellness content unless it is necessary and you intend to send it.
Your subscription
Proteneo is sold by subscription in the United States only, through the Apple App Store or Google Play. There are two plans, monthly and yearly, and the price is the one your store shows before you subscribe. Each plan starts with the store's 14-day free trial for a store account the store says can still have one; a store account can have one free trial, on either plan. A free trial turns into a paid subscription when it ends unless you cancel at least 24 hours before then.
Your subscription renews automatically at the then-current price, each month or each year, until you cancel. To stop the next renewal, cancel at least 24 hours before the free trial or the current month or year ends. Cancel in your store's subscription settings; Settings in the app has a button that opens them: Manage or cancel subscription. Deleting the app does not cancel a subscription, and cancelling does not delete your records.
Logging new dated entries (a weigh-in, a food, a treatment record, a workout, a check-in, or a completed lab draw) needs an active free trial or subscription. Without one, you can still view, correct, delete, export and back up your records, and restore a backup.
Refund eligibility and refund requests are governed by the applicable store's policies and by law. We cannot issue App Store refunds ourselves.
Your data
Proteneo stores records you enter in the encrypted record store on your device. There is no Proteneo account or sign-in, and no Proteneo/MFS-managed health-data server or sync, so we cannot recover that local record for you. Android cloud Auto Backup is disabled, but some Android 12+ manufacturer device-to-device flows may still move app files; iOS backup and device transfer remain platform-controlled. Proteneo does not support or promise either platform transfer path as recovery.
PDF and HTML reports are plaintext outside the encrypted record store and remain in app-owned Past exports until deleted or pruned. Proteneo attempts to keep the 10 most recent report files, but cleanup, migration, or filesystem failures can leave more. A plaintext JSON backup is a portable subset, not every app/device record. It includes portable records and preferences but excludes per-install/setup state, stored reports, and store/RevenueCat records.
A successful restore replaces that portable subset rather than merging it and leaves retained reports and other files in place. Clear all data first performs the bounded Proteneo-owned temporary-file and app-retained report cleanup. If a cleanup step reports a problem, app records remain in place; a file removed before that failure remains removed. Only after those cleanup steps report success does the app start its journaled clear of the clearable Proteneo record. Uninstall is controlled by the platform and does not run Proteneo's in-app cleanup; no exact deletion or recovery result is promised. Neither action cancels a subscription or deletes a report, backup, or recipient copy stored elsewhere.
Opening an exported report
Reports are prepared as a plaintext PDF or interactive HTML file and retained in Past exports. The PDF opens anywhere, including on a phone, and is the better choice for emailing or printing.
The interactive HTML file opens in a desktop browser. On a phone, a preview window such as Quick Look cannot run it. Open the Proteneo report reader and choose the file instead. The page reads the report on your device; it does not upload the selected file.
Reporting a problem
Email support with your device model, iOS or Android version, and what you were doing when it happened. Please do not send screenshots or exports containing entries you would rather keep private. We do not need them to begin investigating a problem.