Support Center

We're here to help you get the most out of HeartLab

Contact Us

The fastest way to get help is to email us directly:

• General Support: hello@heartlab.it
• Technical Issues: hello@heartlab.it
• Subscription & Billing: hello@heartlab.it

When contacting support, please include:

• Your device model (e.g., iPhone 15 Pro)
• iOS version (e.g., iOS 17.2)
• Apple Watch model (e.g., Apple Watch Series 9)
• HeartLab app version (found in Settings)
• A detailed description of your issue

Frequently Asked Questions

Getting Started

How do I record an ECG?

ECG recordings are made directly on your Apple Watch using the built-in ECG app. Simply open the ECG app on your watch, place your finger on the Digital Crown, and hold still for 30 seconds. The recording will automatically sync to HeartLab through Apple HealthKit.

Why can't HeartLab see my ECG recordings?

Make sure you've granted HeartLab access to your Health data:

• Open the Settings app on your iPhone
• Tap Privacy & Security → Health
• Select HeartLab
• Enable access to Electrocardiograms (ECG) and Heart Rate

Which Apple Watch models are supported?

HeartLab works with any Apple Watch that has ECG capability:

• Apple Watch Series 4 and later
• Apple Watch Ultra and Ultra 2

Note: ECG functionality may not be available in all regions due to regulatory restrictions.

ECG Analysis

What arrhythmias can HeartLab detect?

HeartLab can identify the following rhythm abnormalities:

• PAC (Premature Atrial Contractions) – Early beats originating from the atria
• PVC (Premature Ventricular Contractions) – Early beats originating from the ventricles
• Bigeminy – Pattern where every other beat is premature
• Trigeminy – Pattern where every third beat is premature
• Suspected AFib – Irregular rhythm patterns suggesting atrial fibrillation

How accurate is HeartLab's analysis?

HeartLab uses clinical-grade algorithms including Pan-Tompkins beat detection. However, HeartLab is not a medical device and is intended for informational purposes only. Always consult a healthcare professional for medical diagnoses.

What is HRV and why does it matter?

Heart Rate Variability (HRV) measures the variation in time between heartbeats. Higher HRV generally indicates better cardiovascular fitness and stress resilience. HeartLab analyzes multiple HRV metrics including SDNN, RMSSD, pNN50, and more.

AI Assistant

How does the AI Assistant work?

The AI Assistant uses advanced language models to help explain your ECG results in plain language. When you ask a question, relevant ECG data is sent to OpenAI's servers for analysis. This happens only when you explicitly request it.

Is my data safe when using the AI Assistant?

We take your privacy seriously. Data sent to the AI is used only to generate your response and is not used to train AI models. See our Privacy Policy for full details.

Subscription & Billing

What's included in the free version?

The free version of HeartLab includes:

• Basic ECG viewing
• Apple's rhythm classification
• Limited analysis history

What do I get with Premium?

HeartLab Premium unlocks:

• Advanced arrhythmia detection (PAC, PVC, Bigeminy, Trigeminy)
• Complete HRV analysis with 12+ metrics
• AI-powered ECG explanations
• Professional PDF reports for your doctor
• Unlimited analysis history
• Poincaré plots and advanced visualizations

How do I cancel my subscription?

Subscriptions are managed through Apple:

• Open Settings on your iPhone
• Tap your name at the top
• Tap Subscriptions
• Select HeartLab
• Tap Cancel Subscription

You'll continue to have Premium access until the end of your current billing period.

How do I request a refund?

Refunds are handled by Apple. To request a refund:

• Visit reportaproblem.apple.com
• Sign in with your Apple ID
• Find the HeartLab purchase
• Select "Request a refund"

Troubleshooting

The app is crashing or not responding

Try these steps:

• Force close the app and reopen it
• Restart your iPhone
• Make sure you're running the latest version of HeartLab
• Check that your iOS is up to date

If problems persist, please contact us with details about when the crash occurs.

ECG recordings are not syncing

If new ECG recordings aren't appearing in HeartLab:

• Ensure HealthKit permissions are enabled (see above)
• Open the Health app to verify the ECG was recorded
• Pull down to refresh in HeartLab
• Check that your Apple Watch is synced with your iPhone

PDF reports won't generate

If you're having trouble creating PDF reports:

• Ensure you have an active Premium subscription
• Check that you have sufficient storage space
• Try generating the report for a different ECG

Feature Requests & Feedback

We love hearing from our users! If you have ideas for new features or improvements, please email us at hello@heartlab.it with "Feature Request" in the subject line.

Report a Bug

Found a bug? Please help us fix it by sending a detailed report to hello@heartlab.it including:

• Steps to reproduce the issue
• What you expected to happen
• What actually happened
• Screenshots or screen recordings (if possible)
• Your device and app version information

Data & Privacy

For questions about your data or to exercise your privacy rights (access, deletion, portability), please see our Privacy Policy or contact us directly.