Support
Last updated 7 October 2026
Something broken, something confusing, or something you want to tell us? Email support@xtrim.app. A real person reads it and we aim to reply within two working days.
It helps a lot if you include your phone model, whether you are on iPhone or Android, the app version from Settings, and what you were doing when it went wrong.
Common questions
My activity did not save
Recorded activities are saved on the phone first and uploaded afterwards, so a lost signal does not lose them. Open the app with a working connection and they upload on their own. If yours still has not appeared after a few minutes, email us with the date and rough time and we will look for it.
The distance or route looks wrong
GPS accuracy depends on your phone, the sky above you and the buildings around you. Tall buildings and heavy tree cover are the usual culprits. Give the app a few seconds to get a good fix before a GPS-tracked activity, and keep battery saver off while recording because it can throttle location updates.
Tracking stops when my screen locks
Android battery optimisation is often the cause. In your phone's settings, find Xtrimly under battery and set it to unrestricted. On iPhone, make sure Location is set to Always and Background App Refresh is on.
How do I change who can see an activity?
Each activity has a visibility setting: everyone, followers, or only you. You can change it when you save the activity and at any time afterwards from the activity itself.
I paid for Pro and it has not appeared
Open Settings and tap Restore purchases. If it still does not show up, email us with the store receipt and we will sort it out.
How do I cancel Pro?
Through the store you bought it from: Subscriptions in your Apple ID settings, or Subscriptions in the Google Play app. We cannot cancel a store subscription for you. Cancel there before deleting your account, or billing carries on.
How do I delete my account?
Settings, then Account, then Delete account. If you no longer have the app, use the deletion page on this site. It is permanent.
Someone is behaving badly
Use the report option on their profile, run, comment or club. Reports go to a real queue and get looked at. Blocking them stops them seeing you or contacting you in the meantime.
Safety and abuse
If you are reporting harassment, a threat, or anything involving a child, put URGENT in the subject line and we will prioritise it. If someone is in immediate danger, call your local emergency services first.
Privacy requests
To ask for a copy of your data, or to have it corrected or deleted, email the same address. See the privacy policy for what we hold and how long we keep it.