PortionNest help and support

Last updated 22 October 2026

Most problems can be fixed in a minute with the quick fixes below. If not, email hello@portionnest.au and a real person will get back to you. For how we handle your data, see the Privacy Policy; for the rules of using PortionNest, see the Terms of Use.

If someone is having a severe allergic reaction, call 000 now. Don't wait for us.

Getting help

Email hello@portionnest.au from the address on your account. PortionNest is run by one person in Queensland, so replies come during business hours (AEST), Monday to Friday, except for safety issues.

Safety, first reply within 24 hours, any day: an allergen check missed something, a recipe has unsafe cooking advice, harmful or abusive content.
Locked out or data missing, within 1 business day: can't sign in, diary entries or recipes gone.
Something isn't working, within 3 business days: a screen crashes, syncing stops, scanning fails.
Questions and ideas, within 5 business days: how something works, a feature you'd like.
Privacy and account requests, done within 30 days: a copy of your data, deleting your account without the app.

You'll get an update when the issue is fixed or if we need more from you. Fixes for bugs usually arrive in the next app update.

To help us fix it faster, include:

your PortionNest username (never your password)
your phone model and whether it's iPhone or Android
the app version, shown at the bottom of Settings
what you did, what you expected, and what happened instead
a screenshot or screen recording, if you can

To report a public recipe or photo, use the report button on it rather than email; it goes straight into the review queue.

What to expect from the app

Numbers are estimates. Energy and nutrients come from Australian food composition data and the ingredients you confirm. Two people cooking the same recipe can get slightly different results, so treat figures as a close guide, not an exact count.
It works offline. Today's screens are saved on your phone, and anything you log offline syncs when you're back online. Other screens, AI ideas, barcode lookups and recipe imports need a connection.
Household changes show when you look. When someone updates the shopping list or plan, it shows on other phones next time they open that screen or pull down to refresh, once both are online.
Updates bring fixes. Keep automatic updates on in the App Store or Google Play so you get fixes as soon as they're out.
Planned maintenance is rare and short. If the service is down, the app keeps working offline and catches up afterwards.
The app is careful with you. It won't suggest targets below a safe minimum, and guidance is gentle by design. If a target feels wrong for you, you can change it, and it's worth checking with your GP or a dietitian.

Quick fixes: signing in and your account

Before anything else, try the two fixes that solve most problems: make sure you're on the latest version of the app, then fully close it and open it again.

"Account not found" or the wrong account: use the same sign-in method you signed up with. Apple, Google and email sign-ins with the same email address open the same account, but if you chose Apple's "Hide My Email", your Apple sign-in has a different address and is a separate account.
Signed in with Apple but we have a strange email: you chose "Hide My Email" when signing up. Apple forwards our emails to your real address, so nothing is wrong.
Didn't get a sign-in email: check spam and promotions folders, wait 5 minutes, then try once more. Still nothing? Email us from that address.
Can't create an account: you need to be 18 or older, and usernames must be unique. Try a different username.
Logged out unexpectedly: sign back in with the same method. Anything logged offline is kept on your phone and syncs after you sign in, so don't delete the app first.
New phone: install PortionNest and sign in the same way as before. Your diary, recipes and household come back automatically. Reconnect Apple Health or Health Connect on the new phone.

Quick fixes: syncing, offline and households

Changes aren't showing on my other phone: check both phones are online, then close and reopen the app on each. Changes made offline wait on that phone until it reconnects.
Diary entry disappeared: it may have been logged on another day or for another meal; check the days either side. If it was logged offline, open the app on that phone with internet on so it can sync.
Partner can't see my diary: your diary is private unless you switch on "Share my diary with the household". Your targets, weight and activity are never shown, even then.
Household invite link doesn't work: each invite works once, for 7 days. Ask for a fresh link or code, and make sure the person is signed in first.
Shopping list changed and I didn't do it: everyone in the household can edit the shared list. Check who's in your household; you can remove someone or leave if needed.
Shared meal is hidden or changed: a household member has an allergy to something in it. PortionNest hides the recipe or swaps the ingredient so it's safe for everyone eating.

Quick fixes: barcodes, label photos, recipe scanning and imports

Camera won't open: allow camera access for PortionNest in your phone's Settings, then reopen the app.
Barcode not found: not every product is in the Open Food Facts database yet. Take a photo of the nutrition label instead, or add the product yourself; it's then saved for your household.
Barcode found the wrong product or old details: products change. Check the pack, correct the details, and use the label photo for the current figures.
Label or recipe scan reads numbers wrong: lay the page flat in good light, fill the frame and avoid glare. Always check the text before confirming; only what you confirm is used.
Scanned recipe has no serving count: add the number of serves before saving. Energy per serve is worked out from it, so a missing or wrong count makes every figure wrong.
Recipe link won't import: some websites block importing or don't share recipe details in a readable way. Paste the recipe text instead, or type it in.
Can't share a recipe with everyone: scanned or imported recipes can't be shared publicly because they belong to someone else. Recipes you wrote yourself can.

Quick fixes: Apple Health, Health Connect and notifications

Activity isn't showing: check activity reading is on in PortionNest's Settings, and that PortionNest has permission in Apple Health (Health app → Profile → Apps) or Health Connect (App permissions).
Samsung Health or a watch isn't syncing: Samsung Health and most Android watches send data through Health Connect. Turn on syncing to Health Connect in that app first.
Steps or energy look delayed: your watch or health app may sync in batches. Open it to push the latest data, then reopen PortionNest.
Burned energy seems high: watches can overestimate. PortionNest uses active energy only, not your resting burn, but if it still seems high you can switch activity reading off.
Meals are showing twice in Apple Health: nutrition is written from one phone only. Check another phone or app isn't also writing your meals.
Not getting reminders: switch notifications on in PortionNest's Settings and allow them for PortionNest in your phone's Settings. Check Focus or Do Not Disturb, and on Android, turn off battery optimisation for PortionNest.
Reminders arrive at the wrong time: reminders follow your time zone. Open the app once after travelling so it updates.

Questions: targets, energy and your diary

How is my daily target worked out? From your age, height, weight, activity level, goal and chosen pace, using Australian dietary guidelines. Energy burned from your watch or phone is shown as “Estimated burned”, for information: your target stays the same unless you choose to add some back in Settings → Health.
Why won't it let me pick a lower target? PortionNest won't suggest eating less than is safe for you. If you're pregnant or breastfeeding it won't suggest eating less than you need at all. If you have a reason to go lower, talk to your GP or a dietitian first.
kJ or calories? Either. Australian labels use kilojoules (kJ); 1 Calorie (kcal) is about 4.2 kJ. Change your energy unit in Settings and every screen switches over.
Why don't my numbers match the packet? Packets round their figures, and recipes are calculated from ingredients, which can differ from a brand's own testing. Small differences are normal. For a packaged product, scanning the label gives you the brand's own figures.
What does marking a day complete do? It tells PortionNest you've finished logging, so your weekly round-up and tips are based on full days. You can still edit the day afterwards.
I missed logging a day. Does it matter? No. Skip it or fill it in later; days you leave unfinished don't count against you in the round-up.
Do I have to log my weight? No. It's optional and always private. Logging it just helps keep your suggested target up to date.

Questions: allergens, recipes, AI ideas and health stars

What's the difference between an allergy, an intolerance and a dislike? Allergies and intolerances are safety settings: recipes containing them are hidden or offered with a clearly labelled swap. Dislikes are just preferences: the recipe still shows, with a gentle note. Please don't add dislikes as allergies, or you'll miss out on recipes for no reason.
Why is a recipe missing from my household's suggestions? Someone in your household is allergic or intolerant to an ingredient and there's no safe swap. Check their allergy list with them if you're unsure.
What does a "may contain traces" warning mean? The swap or product may have been made alongside the allergen. For serious allergies, check the pack and follow the separate-cooking steps shown.
The allergen check missed something. What do I do? Don't eat it if in doubt, then email us straight away with the recipe or product. We treat these as safety issues and reply within 24 hours.
Why does one recipe get fewer health stars than another? Stars are estimated from the recipe's ingredients, weighing things like saturated fat, sugar and salt against fibre, protein, fruit and vegetables. Not everything gets five stars, and that's on purpose. They're an estimate, not an official Health Star Rating.
Are AI recipe ideas safe to follow? They take your household's allergies into account, but they're generated automatically. Check cooking times, make sure meat is cooked through, and check every ingredient's label before you cook.
How do I get my recipe removed from the public library? Open it and tap "Stop sharing"; it's gone straight away. People who already saved a copy keep their own copy.
What do the ratings mean? Stars show how good people found a recipe, and "would make again" shows how many would cook it again. You can rate after cooking.

Questions: households and sharing

What does my household see? Shared recipes, meal plans, shopping, pantry and prices, plus your name, avatar and colour. Your diary only if you switch on sharing, and never your targets, weight or activity.
Can my kids join? Adult children (18 and over) can. PortionNest isn't available to anyone under 18, and there are no child profiles.
Can I be in more than one household? No, one household at a time. Leave your current one before joining another.
What happens to my recipes if I leave a household? Recipes you wrote for the household stay with it, without your name. Your private recipes come with you.
I sent a diary link to the wrong person. What now? Stop sharing it straight away; the link stops working immediately. Each link opens for only one person, so if someone else opened it first, the person you meant to send it to won't be able to.
How do I stop seeing someone's recipes? Block them from one of their public recipes. If they've broken the rules, report the recipe too.

Questions: account, cost and your data

Is PortionNest really free? Yes. There are no ads and we never sell your data. If paid features are ever added, you'll be told first and never charged without agreeing.
Where is my data kept? On PortionNest's own server in Australia. The Privacy Policy has the full detail.
How do I get a copy of my data? Settings → Your data. You'll get everything as JSON, and your diary as a CSV you can open in a spreadsheet.
How do I delete my account? Settings → Account. If you no longer have the app, use portionnest.au/delete-account or email us from your account's address.
Can I suggest a feature? Please do. Email hello@portionnest.au; every suggestion is read, even if it can't be built straight away.