Support
Last updated: 14 September 2026 · Answers to the things that actually go wrong, and a human at the end of an email.
Email us
support@reelgainz.com — we answer within 5 business days, and review reports within 24 hours. Telling us your phone, the app version (Settings → My account, under The small print) and the reel link makes it much faster.
ReelGainz runs on iPhone with iOS 17 or later, and on Android 8.0 or later, in the United States (including Puerto Rico), Chile, Costa Rica, Panama, Honduras and Bolivia.
ReelGainz is made by ReelGainz LLC, 7533 S Center View Ct R, West Jordan, UT 84084, United States. Privacy questions go to privacy@reelgainz.com; copyright notices to copyright@reelgainz.com (see the Terms).
ReelGainz is only for adults
You need to be 18 or older, or 21 or older in Puerto Rico. The app asks your age the first time you open it, or checks with the App Store or Google Play where the law requires it, and stops anyone younger before anything is sent.
If you answered the age question by mistake, email support@reelgainz.com.
Signing in
You don't have to. An account is optional: your subscription, your library and Discover work without one. You need one to rate reels for everyone and to send reports from the app. The app offers it once, right after your subscription starts, and it's always in Settings → My account.
Three ways in. Sign in with Apple on iPhone, Sign in with Google on Android (the button says Continue with Google), or a 6-digit code sent to your email on either. There is never a password.
Didn't get a code? Check your spam folder, and wait a minute before asking for a new one. Codes work for 15 minutes. If you ask for a code and never use it, the address is deleted after about 24 hours.
"This account can't sign in." If you think that's a mistake, email support@reelgainz.com.
Signing out keeps your library. Your videos, routines, history and stars stay on the phone. Stars you give while signed out stay on this phone and are never sent later, and a reel you report while signed out is only hidden, unless you sign in from that report's sheet or email it to us. Sign in first if you want them to count.
New phone, or switching between iPhone and Android
Sign in with the same email address on the new phone to keep your account: Sign in with Apple, Sign in with Google and the email code all find the same account when they share the same address. If you chose Hide My Email with Apple, that hidden address can't be matched on Android.
Your library lives on the phone, not in your account, so it moves only with your phone's own backup or transfer. Your subscription doesn't move between Apple and Google either: it belongs to the store you bought it from.
An import didn't work
"That's not a link to a video on Instagram." Copy the link from Instagram itself: tap Share on the post, then Copy link. Profile links and story links won't work — it has to be a post or reel.
"You already saved this one." That reel is already in your library. Open it there rather than keeping two copies.
"No room for another video." Your library holds up to 500 videos you add, on any plan — the starter workouts don't count toward that. Nothing is ever deleted to make room; the app just stops adding. Remove a video you've finished with, then add this one. (On iPhone, sharing a reel into ReelGainz from another app counts the starter workouts too, so near the limit the share sheet can turn down a reel that pasting its link into the app would still add.)
"No room for another routine." Routines have their own limit: 50 you make or add, on any plan, with the starter routines not counted. Same rule — nothing is deleted to make room. Delete a routine you no longer use, then make the new one.
A video from your phone won't add. It has to be 3 minutes or shorter and 400 MB or smaller. The app says so in words and keeps nothing of a video it turns down.
A reel you added has no moves on it. That's how it works. ReelGainz never reads the post, so the moves are yours to add: in Advanced mode, type them or pick them from the built-in library. In Simple mode you don't need to — it just plays. The workouts we picked for Discover are different: they come with their moves already filled in.
A reel won't play
How a reel plays. Tap Play on the reel and it plays once. Tap Replay whenever you want it again — it's Play it again in Simple mode. A reel needs a connection, because Instagram serves it. Your workouts live on your phone, and videos from your phone play anywhere.
A reel shows an error instead of the video. The creator deleted the post or made their account private, and Instagram's player says so in its own words. Nothing on our side can bring it back — Instagram serves the video, we only point at it, and we have no way to know it has gone. The workout you built from it stays in your library, so you can still follow the moves.
It's stuck loading, or says Couldn't load this video. That's the connection — the second is the Android app's own message, with an Open in Instagram button under it. Check your connection, then tap Replay (Play it again in Simple mode). The player reloads from Instagram every time.
Sound and playback are Instagram's. The reel plays inside Instagram's own player, exactly as Instagram serves it, and ReelGainz never starts, stops, loops or mutes it for you. The buttons under it are ours and sit outside the player: Replay loads a fresh copy, Bigger shows it full size during a workout, and Open in Instagram opens the post in Instagram. Simple mode has Play it again and Open in Instagram.
A video from your phone is silent. It starts muted and loops, so it never talks over your music. Tap Sound on to hear it; Sound off hands your music back.
Simple vs Advanced
Simple plays your workouts: big buttons, no numbers, nothing to get wrong. Advanced logs every set, rep and weight (kg or lb), with rest timers, stats and streaks.
Switch any time in Settings → How the app works. Nothing you've saved is lost either way — it's the same library, shown differently. Simple doesn't log sets, though, so Stats only counts the workouts you did in Advanced.
Restoring a purchase
New phone, or reinstalled? Settings → My account → Restore a purchase (in Simple mode the row says I already paid for Pro). If the app shows you the subscription screen instead of your library, Restore a purchase is on that screen too. Your subscription lives with your App Store or Google Play account, not with us or with your ReelGainz account.
To change or cancel ReelGainz Pro, go to Settings → My account → Change or cancel, which opens your store's own subscription settings. Apple and Google handle billing, so canceling with us isn't a thing we can do for you. The Terms explain the withdrawal rights in Chile and Costa Rica.
Reporting a reel
Every workout card in Discover has a menu button — "…" on iPhone, "⋮" on Android. It asks Hide or report this workout?
- Hide this workout removes it from your Discover on that phone, straight away.
- Report — inappropriate, spam, broken video or something else — hides it for you and, when you're signed in, sends it to us. We review reports within 24 hours and remove reels that break the community rules from Discover for everyone.
Signed out? The reel is still hidden on your phone. To send the report, sign in from the sheet that appears, or email the reel's link and what's wrong to support@reelgainz.com with the subject Report a reel. We review emailed reports within 24 hours too.
If you're a creator and want your reel out of Discover, email us and we'll take it down, including one of the workouts we picked ourselves. To ask for a reel to be removed on copyright grounds, see Copyright in the Terms.
Deleting your account
Settings tab → My account → Delete my account (at the bottom), then Delete my account on the next screen, and confirm with Delete everything. If you're signed out, the app asks you to sign in first so we can find your account; if you never made one, Erase this phone only erases what's on the phone. If the app shows you the subscription screen instead, it has Delete my account and everything saved. Deleting your account doesn't cancel your subscription. See the deletion page for exactly what's removed and how to do it without the app.