Support

Get help with RideRunner. Browse common troubleshooting topics below or contact us directly.

Troubleshooting & FAQ

Crash detection isn’t working

Crash detection relies on your device’s accelerometer and gyroscope sensors. Ensure the App has motion & fitness permission enabled in your device settings. Crash detection is also dependent on your device being properly mounted or carried — loose phones in pockets may not register impacts reliably. Note that not all crashes may be detected, and no crash detection system is guaranteed.

GPS tracking is inaccurate or not working

Ensure location services are enabled and set to “Always” (iOS) or “Allow all the time” (Android) for RideRunner. GPS accuracy is affected by environmental factors including tall buildings, tunnels, dense tree cover, and weather. For best results, ensure your device has a clear view of the sky and a charged battery.

SOS alert didn’t send or emergency contacts not notified

SOS alerts require an active internet connection (mobile data or Wi-Fi). If you are in an area with no signal, the alert may not transmit. Also check that you have configured emergency contacts correctly in the App settings. SOS is a best-effort feature. Always call emergency services directly (000, 911, 112) in a real emergency.

Subscription or billing issue

Premium subscriptions are managed through Apple App Store or Google Play. For billing issues, refund requests, or cancellations, manage your subscription through your Store account settings. RideRunner cannot process refunds directly — they are handled by Apple and Google per their policies.

KmPoints not showing or incorrect

KmPoints are credited after completed rides are synced to the server. Allow a few minutes for points to appear. If points are still missing after a completed ride, try force-closing and reopening the App.

How do I delete my account?

You can request account deletion by contacting support@riderunner.app from your registered email. Your ride data, team history, and uploaded content will be permanently deleted within 30 days of a verified request, subject to legal retention requirements. You can export your ride data via the app settings menu before deletion.

App crashes on startup or freezes

Try the following: 1) Force close and restart the App. 2) Restart your device. 3) Ensure you are running the latest version from the App Store or Google Play. 4) Check your device meets minimum requirements (iOS 15+ or Android 11+). If the issue persists, contact us using the form below with your device model and app version.

Device compatibility

RideRunner requires iOS 15+ or Android 11+ with GPS and motion sensors. Crash detection requires a device with an accelerometer and gyroscope. Background location tracking is required for ride recording and crash detection. Not all devices may support all features due to hardware limitations.

How do road claims and reclaims work?

You can upload a photo at any location for 10 km-points. If the road is unclaimed, your photo automatically claims it for you at no extra cost. If the road is already claimed by another rider, your photo joins their gallery and you can reclaim the road from them for a price that increases each time it changes hands (10 + previous reclaims × 10 km-points). Reclaiming transfers ownership to you with your new photo as the claim marker.

Still need help?

Email us directly at support@riderunner.app or fill in the form below.

We aim to respond within 24-48 hours on business days (Australian time).