Having trouble? We're happy to help — usually within 24 hours.
For subscription and billing issues, include your order number or the email address used to purchase.
How do I cancel my subscription?
On iOS, open the App Store → tap your profile picture → Subscriptions → TrailWise → Cancel Subscription. On Android, open the Play Store → tap your profile picture → Payments & subscriptions → Subscriptions → TrailWise → Cancel. Your premium access continues until the end of the current billing period.
I was charged but I can't access premium features.
Open TrailWise and go to Settings → Restore Purchases. If the issue persists, please contact us with your purchase receipt and we'll sort it out within 24 hours.
How do I request a refund?
Apple and Google handle all refunds directly. For iOS, visit reportaproblem.apple.com. For Android, visit support.google.com/googleplay. If you're having trouble, contact us and we'll help guide you through the process.
How do I delete my account and data?
Go to Settings → Account → Delete Account inside the TrailWise app. This permanently removes your account, all activity logs, routes, gear lists, and personal data from our servers. Alternatively, email us and we will delete your account within 48 hours.
How do I sync my Strava activities?
Go to Settings → Connected Apps → Connect Strava. Once connected, activities you log on Strava will automatically appear in your TrailWise timeline. You can disconnect at any time from the same screen.
Can I use TrailWise without a phone signal?
Yes. Download offline maps for any region from the Map screen before heading out. Your routes, gear lists, and timeline are also cached locally so you can access them without a connection.
How do I export a route as a GPX file?
GPX export is a premium feature. Open any route, tap the share icon, then select Export GPX. The file can be opened in your GPS device, Garmin Connect, or any mapping app.
My activity didn't appear after tracking — where did it go?
Activities are saved locally first and synced when you have a connection. If an activity is missing, check Settings → Sync to manually trigger a sync. If it's still missing, contact us with the approximate date and we can investigate.
What data does TrailWise collect?
We collect your account information (email, name), activity data you choose to log (routes, locations, times), and anonymous analytics to improve the app. We never sell your data. Full details are in our Privacy Policy.
Still need help?
Email us at contact@trailwise.io and we'll get back to you as soon as possible.