Help
Support
Questions about Keely or your Loop? Write to us, or start with the answers below.
Write to us
Email support@metrica.fit — we usually reply within two business days.
It helps to include your iPhone model, your iOS version and the Keely version from Settings › About. You never need to send us health data to get help.
Keely is made by Metrica Fit LLC, 1 Park View Avenue, Jersey City, NJ 07302, United States.Common questions
What do I need?
A Polar Loop and an iPhone with iOS 26 or later. Keely talks to the Loop directly over Bluetooth, so you don’t need another app. You’ll also create a Keely account with your email address.
How do I pair my Loop?
Open Keely and tap Get started. Keep your Loop on its charger, next to your iPhone, and follow the steps.
If Keely can’t find your Loop, make sure Bluetooth is on and that Keely is allowed to use it in your iPhone’s Settings. Also check that the Loop isn’t connected to Polar Flow on another phone.
I use Polar Flow. Can I use Keely?
Yes. A Loop works with one app at a time, so Keely connects to it directly, instead of Polar Flow. Keely walks you through the move. It takes about two minutes, and your history stays in Polar Flow.
Why is my Recovery “calibrating”?
Recovery compares each night with your own normal, so Keely first has to learn what normal is for you. That takes your first few nights of wearing your Loop to sleep. Until then, Recovery shows as calibrating, and the scores firm up as Keely learns.
Is Keely a medical device?
No. Keely is for fitness and wellbeing. It isn’t a medical device and isn’t intended to diagnose, treat, cure or prevent any disease or condition. If you’re worried about your health, talk to a doctor. In an emergency, call your local emergency number.
How do I sign in on a new iPhone?
Install Keely, tap I already have an account, enter your email address, and open the link we send you on the new iPhone. Your profile and the last 30 days come back. Then pair your Loop with the new iPhone.
Each link works once and expires after an hour. If yours has expired, ask for a new one.
How do I turn off anonymous usage statistics?
In Keely, go to Settings › Privacy and turn off Share anonymous usage. Keely stops sending at once, drops anything waiting to be sent, and forgets its random install ID.
The statistics never include your health data. Our Privacy Policy lists exactly what they include.
How do I delete my account?
In Keely, go to Settings › Delete account. This deletes your account and your cloud copy immediately, along with the data on this iPhone, and resets your Loop. It can’t be undone. Copies in our provider’s encrypted backups roll off on its regular cycle, typically within 30 days.
To erase only this iPhone’s data and keep your account and cloud copy, use Settings › Erase this iPhone’s data.
Can’t get into the app? Email support@metrica.fit from the address on your account, and we’ll delete it for you.
Where is my data stored?
Your raw heart data stays on your iPhone. Your account backs up your profile, band details and daily summaries with Supabase, in Canada. Anonymous usage statistics go to PostHog, in the EU. Our Privacy Policy has the details.