Help & FAQ

Your phone shut off On Track's tracking, almost always to save battery. Set your phone up like this once:

Samsung

• Settings, Apps, On Track, Battery: Unrestricted.
• Settings, Battery, Background usage limits: add On Track to Never sleeping apps, and turn off Put unused apps to sleep.
• Settings, Apps, On Track: turn off Pause app activity if unused (on some phones it's called Manage app if unused).
• Power saving: off.

Other Android phones

• Settings, Apps, On Track, App battery usage (or Battery): Unrestricted.
• Battery Saver: off.

iPhone

• Settings, On Track, Location: Always, with Precise Location on.
• Settings, General, Background App Refresh: on for On Track.
• Low Power Mode: off.

On Android, On Track checks the battery setting every time you start a hike and warns you if it's set to Optimized.

Your phone hasn't given On Track a good enough GPS reading yet. Hold the phone screen-up with a clear view of the sky for a minute. Under heavy timber or down in a drainage it can take longer.

Check that location is set to Allow all the time with Use precise location on (Android: Settings, Apps, On Track, Permissions, Location; iPhone: Settings, On Track, Location).

If the miles still won't move, stop the hike, restart your phone, and start a new one.

Tip: start tracking with the phone in your hand, and put it away once the miles start moving.

• Waiting for a GPS signal: your phone is sending locations, but none accurate enough to start your track. Get to open sky.
• No GPS from your phone: your phone hasn't sent any location since the hike started. Location is off, or the phone is blocking On Track.
• No GPS for a number of minutes: locations stopped coming in partway through. This is usually the phone's battery settings (see above).

Tap the warning in the app to see what to check. The warning is in version 1.0.39 and newer.

Tracking was off for that stretch. You'll have seen a message that said "Hike recovered" or "Tracking restarted." On Track keeps your totals and picks up from where you are, but it can't record the part it missed, so it connects the two points with a straight line.

Setting up your battery settings (above) keeps it from happening again.

Yes. GPS doesn't need cell service. Your hike records and saves on your phone, and uploads the next time you have service.

The satellite map in the background may not load for new areas without service. Recording doesn't need it.

If you finished without service, the hike is saved on your phone and uploads by itself once you have service and open the app. A banner on HQ shows while a hike is waiting. Pull down on HQ to refresh.

Don't delete the app while a hike is waiting to upload. Until it uploads, it only exists on your phone.

Small differences are normal. On Track filters out GPS wobble: standing still doesn't add miles, and climbing only counts once you've actually gained ground, not every time the GPS jitters up and down. Other apps handle this differently.

Tree cover, canyon walls, and where the phone rides all affect accuracy. If a hike looks way off, email us a screenshot of your tracking report.

No. Speeds faster than about 15 mph are ignored, and your track picks back up when you're on foot. It's still best to stop tracking before you drive. When you save a hike whose average speed looks like driving, the app asks before saving it.

A shoulder strap pocket with the screen facing out is best. A hip belt works well. A back pocket, or any pocket pressed against your body or under a binocular harness, is the worst, because your body sits between the phone and the sky.

While the map is open during a hike, the screen stays on. Press the power button to lock your phone. Tracking keeps going with the screen off.

GPS still uses power, so bring a battery pack on all-day hunts. Don't turn on Power Saving or Low Power Mode to stretch it, because that can interrupt tracking.

Open the Map tab, then press and hold the round button in the top right corner for two seconds. Take a screenshot of what appears and email it to us.

The report covers your most recent hike and is cleared when you start a new one, so grab it before you start another hike. It's in version 1.0.39 and newer.

Every hike earns points for distance and vertical gain. Steep, fast climbs earn more than slow, gradual ones, and descents count at a reduced rate. Pack weight multiplies everything, up to 150 lb.

Tap the i next to Lifetime Effort Score on HQ for the summary in the app.

While tracking, tap the weight on the stats box and enter the new weight. Each stretch of your hike is scored at the weight you were carrying at the time.

Not one at a time. The app keeps your 10 best and 40 most recent hikes and removes older ones automatically. Your lifetime, yearly, monthly and weekly totals keep counting either way.

Trophies unlock as your lifetime effort score grows, from Bronze at 10,000 points up to Mythic at 1,000,000.

Get the 6-character invite code from someone in the squad. Then open the Squad tab, tap Join Squad, and enter the code.

Open the Squad tab, tap Start Squad, and give it a name. You'll get a 6-character invite code. Tap the code to share it.

If you rejoin later, your score in that squad starts over from zero. Your own hikes and totals aren't affected.

The Missions tab is a calendar for planning outings. Use Solo for your own plans and Squad to plan with your squad. Tap + to add a mission. Only the person who created a mission can remove it.

On the sign-in screen, enter your email and tap Forgot Password? Then follow the link in the email. Check your spam folder if you don't see it.

Check your spam folder. To send another, tap the gear icon on HQ to open Settings, then tap Resend next to Email Verified.

Tap the gear icon on HQ to open Settings, then tap Username.

Sign in with the same account, then tap Restore Purchases on the subscription screen. Your subscription is tied to your account and your app store account, so it comes with you.

On iPhone, tap Redeem a Code on the subscription screen, or open the App Store, tap your profile picture, then Redeem Gift Card or Code. On Android, open the Google Play Store, tap your profile picture, then Payments & subscriptions, then Redeem code.

Fourteen days of full access for new subscribers, with no reduced features. It converts to a paid annual subscription unless you cancel at least 24 hours before it ends.

Subscriptions are managed by the app store you bought through, not by us.

• iPhone: Settings, then your name, then Subscriptions.
• Android: Google Play Store, then your profile picture, then Payments & subscriptions, then Subscriptions.

Cancelling stops the next renewal. You keep full access until the end of the period you already paid for. Deleting the app does not cancel a subscription.

Apple and Google handle all refunds, so we can't issue one directly. Use reportaproblem.apple.com or support.google.com/googleplay. If something went wrong on our end, email us anyway and we'll help you make the case.

In the app: tap the gear icon on HQ, then Delete Account, and enter your password. Deleting your account doesn't cancel a subscription, so cancel through your app store first. See the Delete Account page for exactly what gets removed.