Customer Support

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  • Can I access my account on multiple devices?

    You can log into your account on a number of devices, however, you cannot access your account on more than one simultaneously. BURN is a cross-platform app, so if you switch devices (from iOS to An...

  • Can I substitute/swap meals or ingredients?

    Of course! Customise your meals however you like, the recipes are just there for guidance! Some recipes also include substitute suggestions.

  • How can I delete my account?

    Open the App: Launch the app on your device and log in with your account credentials if you haven't already. Navigate to the Settings Screen: Once you are logged in, locate the settings icon withi...

  • I’ve received a faulty product

    You can see our full terms and conditions including information regarding faulty products here.   Should you receive a product that is defective or has a fault, we will happily look into offerin...

  • Can I exchange or return my physical order?

      Unfortunately, BURN cannot exchange or refund any fitness products due to hygiene reasons. For more information about our returns policy, please check our terms of service.   Any returned parc...

  • Why is my payment failing?

    Payments may fail for a number of reasons. Before/when purchasing, please always ensure: You have a strong and steady internet connection. There are sufficient funds in the account associated with...

  • How can I cast the BURN app to my TV from my phone?

    We support casting via Airplay on iOS devices, to do that please follow the steps provided below: Stream video from your iPhone, iPad, or iPod touch to a TV Connect your device to the same Wi-F...

  • How can I reset my password?

    Click here to go to the reset password screen. Enter your email address and then select "reset". Check your inbox to find the recovery email (allow a few minutes to receive the email and check you...

  • Have I lost my progress?

    The data associated with your BURN account (your profile details, the progress you make and set information you record) is saved on our server and would not be deleted under any circumstances. Howe...

  • How can I let you know of an idea I’ve had for the app?

    If you have a suggestion for how to improve or enhance BURN, your input is always welcome. You can submit your suggestions by submitting a customer support ticket. We review every submission we rec...