Is it possible to receive assistance navigating NurtiCalc?
We have a very comprehensive Support Center to help with most queries. This is always available from the Help and Support area of your subscription along with our YouTube videos which can be found within the Explore our Video Library. Here you will find answers to most of your questions.
I can’t login to my account.
If you’ve tried 3 times or more to enter incorrect login details, you will be locked out of the account for 15 minutes as a security measure
I’m in the middle of my subscription but I can’t see my recipes & ingredients
All accounts must hold a live payment card on account. Although there may be nothing to pay, you’ll need to update your payment method please
My colleague isn’t receiving the invitation emails I’m sending.
There are a couple of things to check here: Ensure that you select Save after creating the invitation otherwise these won’t be sent. It’s also worth checking the email address of the recipient is accurate.
I keep getting knocked out of my account
This is frequently due to sharing login details. You can avoid this by purchasing a seat for each team member. You’ll then be able to share the account data successfully.
I can’t seem to change the email address on my account
If you only have a single seat on your team, you will need to contact us at: helpdesk@nutricalc.co.uk to enable this switch. If you have multiple users, you’ll need to ask an admin member to remove you and re-invite you using your new email address.
I can’t seem to find the ingredient I’m looking for
It’s best to keep searches brief/limited to 3 characters for each word i.e. ‘sug whi’ will find white sugar. This avoids issues with spellings and plurals like Yoghurt, strawberries etc. For variable products it is good practice to enter the nutrients for the ingredient into the database as a New Ingredient from the ingredient center. Chocolate, seasonings and stock are a good example of these.
Q: I have yellow triangles against my product nutrients, why is this?
NutriCalc runs checks on the data entries to help keep you on track. These are not always appropriate however, in the vast majority of cases it is good practise to follow the suggestions. If in doubt, please reach out to the support team for assistance.
Can I add Dietary Fibre and Polyols to my Back of Pack label
Yes, you can do this in the My Preferences area of your account
Why are the allergens not emboldened in my ingredient declaration?
This is because there is some missing information for one or more ingredients and is in place as a final check. Please use the guide at the top of the ingredient declaration report to find the ingredients and complete the information.
I don’t understand why the next invoice amount is higher than my subscription fee.
This can happen when you have added a seat or upgraded during your subscription and the pro-rated amount on the outstanding time has been added to the next invoice and then also includes the new amount moving forwards. The invoices within the subscription can be ignored if your company pay by bank transfer. Please contact us if this doesn’t apply to you.
I can’t see where I can cancel my subscription
Cancellations can only be executed by us after receiving a written request by the account holder using the email address held on account.
I can’t see the specific measures for some of my ingredients. Why is this?
If the ingredient is one we supply, it will be that there is no official data for volume available. If it’s an ingredient you’ve entered yourself, you may have missed adding the specified measure to the ingredient when you added it in. You can go back and pop it in at a later date if you wish.