Support

Last updated: August 18, 2026

Write to support@load-atlas.com and we will get back to you, normally within two business days. Telling us the URL you measured and roughly when you ran it helps a lot, since it lets us find the run.

Getting a measurement

Open the Measure tab, paste a URL and tap Measure. The page loads visibly on your phone, by default three times, and the report appears once the runs finish. Keep the app in the foreground while it works: the measurement is a real page load on your device, so leaving the app interrupts it.

Why a number is missing

Largest content (LCP) can only be measured in the browser engine we use on iOS 26.2 and newer. On older phones we leave it out instead of estimating it. The same rule applies elsewhere in the report: a missing number means we could not measure it honestly.

What the network label means

Every run is labelled from the exit IP your phone actually used, so you know what the result describes. A run over a mobile carrier is labelled as such; a run through a VPN or from a data centre is labelled that way instead and is never presented as a mobile-network result. If the label surprises you, check whether a VPN or private relay is switched on.

Results moved between runs

Real networks vary. That is why the app runs a page more than once and reports the median along with the spread across runs. A wide spread is itself information: it usually means the connection, or the site, is inconsistent. Running five times instead of three gives a steadier figure.

Subscriptions, billing and refunds

Plans are billed through the App Store. To change or cancel, open Settings on your device, tap your name, then Subscriptions. Cancelling stops the next renewal and keeps your access until the end of the paid period. Refunds are issued by Apple, not by us: request one at reportaproblem.apple.com.

If you paid and the plan did not unlock, open the plans screen and tap Restore purchases first. If that does not help, email us with the date of purchase and we will sort it out.

Privacy and deleting your account

What we collect and why is described in the Privacy Policy. You can delete your account and everything attached to it from the Account tab in the app, or follow the steps at load-atlas.com/delete-account. Deletion is permanent and takes effect within 30 days across backups.

Terms

The Terms of Use cover what the Service does, what you may measure, and how subscriptions work.