Mello · Support

How can we help?

Support for Mello - Gastroparesis Tracker. Most questions are answered below, and you can always email us directly.

Contact support

customer-care@velorahealth.io

Email us about anything: billing, a bug, a feature request, or your data. Please include your device model and iOS version so we can help faster.

We typically reply within 1-2 business days.
Subscriptions & billing

Mello is free to start, with an optional Mello Pro subscription. The available plans are:

Mello Pro Monthly - $5.99/month, with a 7-day free trial
Mello Pro Yearly - $39.99/year

The free tier includes daily meal and symptom logging with recent history. Pro unlocks your full history, the complete texture and tolerance insights, the monthly AI Tolerance Report and PDF export.

Where to find Pro in the app: Tap any locked insight or the Upgrade prompt (for example on the report screen) to open the subscription screen with the Monthly and Yearly options.

Manage or cancel your subscription

Restore a purchase (e.g. on a new device): open the paywall and tap Restore Purchases while signed in with the Apple ID you subscribed with.

All payments and renewals are handled by Apple. Refunds are handled by Apple at reportaproblem.apple.com.

The AI Tolerance Report

Once a month you can generate a Tolerance Report summarising what your stomach tolerated, your GCSI trend, weight and medications. A summary of your logs is sent to our AI service to write it, returned to your device, and not stored on our servers. Generating a report uses Sign in with Apple. Every report carries a "not medical advice" note.

Apple Health & weight

Connecting Apple Health is optional. Mello can read your weight and save your logged weight entries back to Health. Manage access in iOS Settings > Health > Data Access & Devices > Mello.

Your data & iCloud

Your logs are stored on your device and synced through your own private iCloud (CloudKit) - we run no server that stores them. Make sure you are signed into iCloud with iCloud Drive enabled for sync. To erase your data, delete entries in the app, or remove the app and its iCloud data. See our Privacy Policy.

Troubleshooting

My report will not generate

Report generation needs an internet connection and Sign in with Apple. If you have already generated one this calendar month, the next becomes available next month.

My data is not syncing between devices

Make sure both devices are signed into the same iCloud account with iCloud Drive on.

I subscribed but Pro is locked

Open the paywall and tap Restore Purchases while signed in with the Apple ID you used to subscribe.
Frequently asked

Does Mello tell me what to eat?

No. Mello records what you ate and how you tolerated it, and shows your own patterns. It does not prescribe diets - discuss changes with your GI specialist or dietitian.

What is GCSI?

The Gastroparesis Cardinal Symptom Index is a validated symptom score used in gastroparesis care. Mello lets you track it over time so your specialist can see your trend.

What do I need to run Mello?

An iPhone on iOS 17 or later, and an iCloud account for sync.
Still need help?

Email customer-care@velorahealth.io and we will get back to you within 1-2 business days. You can also review our Privacy Policy and Terms of Use.