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.
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...
Is there a free trial period?
For the time being we do not offer a free trial period.
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...
Why can I not log into my account?
If you are having trouble logging into BURN, first ensure you are using the correct email address and password. If you have forgotten your password, find more help here. If your login details are c...