Thanks for choosing to download the Love to Ride app!📱
Jump straight to your issue:
App is not automatically logging rides
If your app has stopped autologging your rides or has never been able to, there are three things to check:
1. Check if Auto Logging is on.
You can check this under the 'More' tab. The 'Auto Logging' toggle needs to be switched on.
2. If Auto Logging is on...
Check that the app is running. The app only needs to be opened once to work in the background, but if you turn off your phone every night you will have to open our app in the morning to make sure it is ready to log your next ride.
3. Auto logging is on and the app is running, but still no rides picked up?
Go to your general 'Settings' on your iPhone
Open 'Privacy'
Open 'Location Services'
Find our app. It's called 'Love to Ride' (search 'ride' in your iPhone settings)
5. The Location setting should say 'Always'. If it says something else, tap on 'Love to Ride' and choose 'Always' under 'Allow Location Access':
Next time you ride your bike it should be logged automatically. 😊
Rides are logged incorrectly
Our app may occasionally record a journey incorrectly, like incorrect distance or mode of transport. We may never be able to get the most precise level of accuracy for every ride, however, if you're having persistent issues where your ride is off the correct distance by a large amount please report these directly to our team in the app. We're constantly refining the app to make it even better, so knowing these errors help our app team investigate what's going on!
To report an inaccurate trip, tap on the trip from the main 'Rides' tab and then tap the menu button in the lower right corner and select your issue. Please describe what happened. E.g 'stopped at red light'. This will help us understand the context and improve it for future rides.
Thank you for taking the time to do this, we really appreciate your feedback!
Other modes of transport are being logged
Our automatic logging feature means the app may also pick up other non biking trips, for example walks and car journeys. If the app does incorrectly guess that a non-biking trip was a biking trip (or vice versa), you can change the transport mode of the trip by editing it either within the app or on your web profile (tap on the pencil icon next to the ride). Once you have reviewed your trip on your profile or in the app, it will sync to your profile. However, if you don't review, then your web profile will show the incorrectly predicted trip until it's updated or deleted.
If you would like your app to not record these trips, please go to "more settings" on the app and turn off "data sharing". Once this has been switched off all of your other trips, including the vehicle and walking trips will be deleted in 30 days.
Rides aren't appearing on the Heatmap
The Heatmap is not refreshed after every single bike ride, so there can sometimes be a little delay before it appears. If you have logged the ride with automatic logging, it will appear the next time your Heatmap is drawn. Bear with us - it will appear!
Rides logged in other apps will not appear on the Heatmap. We only have access to GPS points from our own app, so the ride has to be logged with our app to appear.
My mapped line is inaccurate
If you are using automatic logging your may notice that your bike ride wasn't logged from the very beginning. This may appear on your map as a dashed line at the start of your ride up to the point where GPS was turned on. This is normally no more than a few hundred yards/meters but if the start location is further away or if the dashed line is over 0.5 miles, then please report it in the app and we will take a look.
The automatic logging feature means we cannot promise 100% accuracy of your mapped line. This is because the app is regularly checking if you're moving by bike by reading accelerometer data. As soon as the app thinks you're riding a bike it will turn on GPS to log the ride accurately. However, to conserve battery life, the app doesn't check every second, so there is usually a slight delay before the app knows you've started riding and before it turns on GPS to log your exact route.
The low-accuracy location points will be marked with a dashed line. These may appear at other points on your route. For example, if you've stopped for a little bit then you might also see a dashed line after a break. This marks the point where we have processed and merged two sections together which the app initially thought were two separate rides.
Still missing the answer you need?
Contact support@lovetoride.net and we will do our very best to help you with your issue. 😊