SUPPORT & LEGAL
Support
Help with recording, maps, sensors and your data.
Contact
Email tgstartup@icloud.com. Include your iPhone model, iOS version, TrailMetric version, activity type, approximate start time and what happened. Mention screen locking and Low Power Mode if relevant. Please do not send account passwords or unnecessary personal information. A route or diagnostic file is optional.
Recording in the background
Allow location while using the app and start recording before locking the screen. Do not swipe the app away while recording. If recording is interrupted, open TrailMetric and resume manually. Verify the saved result before relying on the figures.
Map is unavailable
Maps need an internet connection. Activity recording and local measurements can work without the basemap. Retry loading the map and check the connection. GPS reception is separate from tile loading; poor reception or interference can affect the recorded track.
Steps, speed or elevation look wrong
Movement of the phone, poor GPS or pressure changes can produce incomplete or inaccurate estimates. Note approximately when the issue happened and whether you were walking, on stairs, in a lift or stationary. Send these observations with the device and app version.
Connecting a sensor
Use a compatible standard Bluetooth Low Energy sensor, not a Wi-Fi device. A watch must explicitly broadcast a supported service, such as Heart Rate. Ordinary syncing with the watch vendor’s app does not provide that service. Direct Mi Band 8 support and workout import are not currently available.
Sharing and deleting data
Review export privacy settings before sending a route. Delete saved activities from their details or delete an unreadable entry directly in the journal. Deleting a local activity does not remove health-store entries, shared files or backups. Manage those separately. See the Privacy Policy for temporary-file retention.
More information
Read the Terms of Use and Privacy Policy. TrailMetric is provided by Tigran Gevorgyan, Armenia. This support address is not an emergency service.