carbometria Support and FAQ

Version: 1.0 · Last updated: 27 October 2026

Bu sayfanın Türkçesi: https://www.enerwiseai.com/carbometria/destek

carbometria is a personal carbon footprint app provided by Enerwise Enerji Yönetimi ve Verimliliği Çözümleri A.Ş. You will find answers to most questions in the FAQ below. For general support requests, please use the contact form at https://www.enerwiseai.com/en/contact.

Contact us#

Opening hours: Monday to Friday, 08:30-17:30 Türkiye time (UTC+3), excluding public holidays in Türkiye Language: You can write to us in English or Turkish. Response time: We aim to answer support requests within 5 business days. Requests under the KVKK are concluded within 30 days at the latest and, as a rule, free of charge (if the response involves an additional cost, the tariff in Article 7 of the Communiqué on the Procedures and Principles for Applications to the Data Controller may apply). Requests under the GDPR and the UK GDPR are answered free of charge within one month at the latest, subject to the extension of this period under Article 12(3) and to a fee under Article 12(5).

To help us solve your problem quickly, just tell us your app version (shown at the bottom of the Settings page), your device model and your operating system version. Never share your password; Enerwise staff will never ask for it.

Postal address: Enerwise Enerji Yönetimi ve Verimliliği Çözümleri A.Ş., Altunizade Mah. Kuşbakışı Cad. No:11/1, 34662 Üsküdar/İstanbul

Legal documents#

• Privacy Policy and KVKK Privacy Notice (including GDPR and UK GDPR information): https://www.enerwiseai.com/en/carbometria/privacy
• Terms of Use: https://www.enerwiseai.com/en/carbometria/terms-of-use
• Delete your account: https://www.enerwiseai.com/en/carbometria/delete-account

Frequently asked questions#

General#

What is carbometria? carbometria is a mobile app that helps you estimate your personal carbon footprint and follow how it changes over time, by recording your daily travel, home energy use and annual lifestyle information.

Does carbometria cost anything? No. carbometria is free. There are no in-app purchases and no ads.

Which devices does it work on? iPhone, iPad and Android phones and tablets. Minimum supported operating system versions: iOS 16.4, iPadOS 16.4 and Android 7.0.

Can I use carbometria outside Türkiye? Yes. carbometria can be used in the countries where the App Store and Google Play make it available. When you first use the app, you select your country of residence. For electricity outside Türkiye, the Türkiye factor is not used; Ember's yearly lifecycle emissions intensity is used instead (the country value, otherwise the regional average, otherwise the world average). The level used is stated in the result, and the result is labeled "assumption" when a regional or world average is used.

Which languages is the app available in? English and Turkish. The app opens in your device language; if your device language is not Turkish, it opens in English. You can change the language in the app settings at any time.

Can I use the app without an internet connection? You need an internet connection to log entries and view results.

Account#

How do I create an account? Open the app and follow the "Sign up" steps. Enter your name, email address and a password, then verify your email address using the code we send you. You must be at least 13 years old to use carbometria.

I didn't receive the verification email. What should I do?

• Check that you typed your email address correctly.
• Check your spam and "Promotions" folders. carbometria emails are sent from info@enerwisetech.com.
• Wait a few minutes, then request a new verification email in the app.
• If the problem continues, write to us at info@enerwisetech.com.

I forgot my password. Tap "Forgot password" on the sign-in screen and enter your registered email address. You can set a new password using the link in the email we send you. For security reasons, the link is valid only for a limited time.

Can I change my name, email address or password? You can change your name under Profile. You cannot change your email address or password from within the app; to do so, write to info@enerwisetech.com from your registered email address. If you have forgotten your password, use the "Forgot password" link on the sign-in screen.

How do I delete my account? In the app, go to Profile > Delete account. If you cannot access the app, send an email with the subject "carbometria account deletion request" to info@enerwisetech.com from your registered email address; in this case your account is closed once we have verified that the request comes from you. Your data is deleted from our servers within 30 days of the time your deletion request is verified and access to your account is closed, and from backups at the end of the backup cycle. Some records, such as security and error logs, are kept for the periods listed under "Data we keep" on the account deletion page. Details: https://www.enerwiseai.com/en/carbometria/delete-account

If I uninstall the app, is my account deleted too? No. Uninstalling the app from your device does not delete your account. To delete your account, follow the steps above.

Country, units and currency#

Why do you ask for my country? For some categories, such as electricity, emission factors vary from country to country. For electricity outside Türkiye, the Türkiye factor is not used; Ember's yearly lifecycle emissions intensity is used instead (the country value, otherwise the regional average, otherwise the world average). The level used is stated in the result, and the result is labeled "assumption" when a regional or world average is used. The app suggests a country based on your device's region setting, which is read only on your device. You confirm the choice.

Do you use my location? No. We do not access your device location; for location, we only store the country you select and your device's time zone setting. carbometria does not ask for location permission. The time zone setting is used only to set the dates of your entries by your local time; it does not come from location services. In the app stores' privacy labels, the country you select, the hotel country and the time zone appear as "approximate location"; your device's location is not accessed.

Can I enter distances in miles instead of kilometers? Yes. You can choose kilometers or miles as your distance unit when you first use the app or in the settings.

Which currency do I use for spending? The currency you have selected. You choose the currency when you first use the app or in the settings. carbometria does not take payments and never asks for payment details.

How do I change my country, unit, currency or language? You can change them at any time under Profile. If you change your country, new entries are calculated and labeled according to the new country; the app tells you whether past entries are recalculated.

Entries and calculations#

How do I add a travel entry? How do I know the distance? Enter the mode of travel you used during the day (walking, cycling, public transport, taxi, private car) and the approximate distance in your chosen unit. You can estimate the distance using a map app. carbometria does not use your location; you always enter the distance yourself.

What is the "no travel today" option for? It tells the app that you did not use any means of transport that day, so the day counts as zero travel emissions instead of a missing entry.

What is a trip template? It lets you save journeys you make often (for example, between home and work) as a template and enter them again with one tap.

Where do I find my electricity and gas use? Enter the amount used as shown on your bill (kWh for electricity; for gas, the unit on your bill, for example m³ or kWh) and the billing period. Enter the amount of energy used, not the amount you paid.

Why do you ask how many people live in my household? Your home's electricity, gas and water use is divided among the people in your household to calculate your share. We only ask for the number of people, nothing else about them.

Do I have to complete the annual review? No. Items you leave blank are left out of the calculation or estimated using average assumptions, and the result screen says so.

How are results calculated? The amounts you enter (for example, distance, kWh or number of flights) are multiplied by publicly available emission factors to give a result in kg CO2e (carbon dioxide equivalent). For electricity in Türkiye, factors from the Turkish Ministry of Energy and Natural Resources (ETKB) are used; for other categories, sources from the UK Department for Energy Security and Net Zero (DESNZ, the Defra conversion factors), the IPCC and other publicly available official and scientific sources. For electricity outside Türkiye, the Türkiye factor is not used; Ember's yearly lifecycle emissions intensity is used instead (the country value, otherwise the regional average, otherwise the world average). The level used is stated in the result, and the result is labeled "assumption" when a regional or world average is used. This data is based on generation, does not fully reflect imports and exports, and does not include transmission and distribution losses; in Türkiye, the ETKB factor is used and the 9.2% transmission and distribution losses are shown on a separate line. Electricity emissions intensity data: Ember, Yearly Electricity Data (2026), licensed under CC BY 4.0 (creativecommons.org/licenses/by/4.0), ember-energy.org. The year and regional selection is our own processing. UK DESNZ conversion factors: contains public sector information licensed under the Open Government Licence v3.0. Global warming potential (GWP) values for refrigerants come from the IPCC Sixth Assessment Report (AR6); other factors use the GWP basis of their own source: DESNZ (Defra) factors are mostly based on AR5, and Ember electricity data uses a 100-year GWP of 21 for methane. The method and sources are explained in detail in the "Calculation Method and Sources" section of the app.

Why are results shown as "indicative"? Because they are estimates based on what you tell us and on average emission factors; they are not measurements. For some categories there is no data specific to your country, so averages from other countries are used. Results have not been verified by an independent body and are not certified.

Can I use my result in my company's sustainability report, for carbon offsetting or in a "green" claim? No. carbometria results are for personal information and awareness only. They may not be used for corporate reporting, carbon offsetting, carbon credits, environmental claims or official declarations.

Why have my results changed? Your results may change if you add a new entry, correct an entry or change your country. A new factor version is used only for entries you add or correct afterwards; your past results do not change unless you ask.

What are points and badges for? They help you see your progress and build a habit of making regular entries. Points and badges have no monetary value; they cannot be exchanged for money, gifts or discounts and do not represent any savings.

Reminders#

I'm not getting reminders.

• Check that notifications are allowed for carbometria in your device settings.
• Make sure Focus, Do Not Disturb or silent mode is not blocking notifications.
• On Android, battery saver or battery optimization settings can delay reminders; try turning this setting off for carbometria.
• Reminders are scheduled locally on your device. If you have reinstalled the app or moved to a new device, set up your reminders again in the app.

How do I turn off reminders? In the app's reminder settings (Profile > Settings > Reminders) or in your device's notification settings.

Privacy#

Do you track my location? No. We do not access your device location; for location, we only store the country you select and your device's time zone setting. carbometria does not access your contacts, photos, camera or health data either. There are no ads, and we do not track you across other apps or websites.

Who do you share my data with? We do not sell your data or share it for advertising. We share it only with the IT infrastructure service providers needed to run the service and, where required by law, with competent authorities. See the Privacy Policy for details.

Where is my data processed? carbometria is operated from Türkiye, and your data is processed in Türkiye. For users in the European Economic Area and the United Kingdom, details are in Section 19 of the Privacy Policy.

Are my actions in the app logged? Yes. For security, abuse prevention and support, the entries you create, edit and delete in the app are recorded on our servers with the type and path of the operation, the result code, your IP address and the time; these records do not contain your account ID or your name. Security and error logs are also kept. These logs are kept for 12 months and are not used for advertising or marketing.

Can I get a copy of my data? Yes. Write to info@enerwisetech.com from your registered email address to request information about the data we process about you and a copy of your data. Requests under the KVKK are concluded within 30 days at the latest and, as a rule, free of charge; if the response involves an additional cost, a fee may be charged under the tariff in Article 7 of the Communiqué on the Procedures and Principles for Applications to the Data Controller. Users in the European Economic Area and the United Kingdom can also receive their data free of charge under the GDPR and the UK GDPR (subject to a fee under Article 12(5)), in a machine-readable format (CSV or JSON).

Technical#

The app is asking me to update. Some older versions are no longer supported for security and compatibility reasons. Use the link on the screen to update from the App Store or Google Play. carbometria updates are distributed only through the app stores.

I found a bug. How do I report it? Use the feedback form under Profile > Settings > Send feedback. Telling us the screen where the problem occurred, the steps to reproduce it, and what you expected and what actually happened helps us fix it quickly. Please do not share special categories of personal data, such as health information, in the form.