On Track GPS
Support
Email support@getontrackgps.com · Replies within two business days
On Track GPS is built and supported by one person in Montana. Email support@getontrackgps.com and you will get a real answer, usually within two business days.
Including your device model and what you were doing when the problem happened will almost always get you a faster fix.
Subscriptions
How do I cancel?
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 Account, 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.
How do I get a refund?
Apple and Google handle all refunds, so we cannot issue one directly. Use reportaproblem.apple.com or support.google.com/googleplay. If something went wrong on our end, email us anyway — we will help you make the case.
How does the free trial work?
Fourteen days, full access, no reduced features. It converts to a paid subscription unless you cancel before it ends.
Tracking
My hike stopped recording partway through
This is almost always the phone rather than the app, and it is almost always Android. Check these, in order:
- Power Saving Mode turned off
- Battery optimization set to unrestricted for On Track GPS
- Adaptive Battery turned off
- On Track GPS added to never sleeping apps, if your phone has that setting
Samsung devices are the strictest and need all four. If it still stops after that, email us with your phone model.
Why does it need location access all the time?
So it can keep recording while your phone is in your pocket and the screen is locked. Without background permission it can only record while you are staring at the screen, which is not how anybody hikes. We do not collect your location when no activity is recording.
Where should I carry my phone?
A shoulder strap pocket with the screen facing out is best. A hip belt works well. A back pocket is the worst option, because your body sits between the phone and the sky.
The distance seems off
GPS accuracy moves with tree cover, canyon walls, cloud cover, and where the phone is riding. Dense timber and steep drainages are the hardest conditions there are. Some error is normal. Error that looks wildly wrong is worth an email.
Account
How do I delete my account?
In the app, under Settings. This removes your account and your recorded activities as described in our Privacy Policy. It does not cancel an active subscription — do that through your app store first.
Can I get my data out?
Yes. Email support@getontrackgps.com and ask.
Still stuck
Email support@getontrackgps.com. Tell us your phone model, roughly when it happened, and what you expected to see instead. That is usually enough to sort it out in one reply.