Contact support
You can also open Profile → Settings → Feedback in the App. For an urgent account or security issue, begin your email subject with [Urgent].
Before emailing
Including the details below helps us reproduce the problem and respond more quickly:
- Long Haul app version from Settings → About;
- iPhone or Apple Watch model and operating system version;
- the steps that caused the issue and what you expected to happen;
- a screenshot or screen recording, with private information removed; and
- for a specific ride, the approximate date and time and any diagnostic export available from the ride details screen.
Frequently asked questions
I cannot sign in or receive a verification code.
Check that the phone number and country code are correct and that your device has a stable connection. Wait briefly before requesting another code. If SMS remains unavailable, use Sign in with Apple when offered or email support. Repeated requests may be temporarily limited to protect your account.
Speed, altitude, or grade looks incorrect.
These metrics depend on GPS reception and device sensors. Tunnels, dense buildings, tree cover, low-power mode, and an obstructed phone can cause temporary gaps. Enable Location and Motion & Fitness permissions, place the phone where it has a clear sky view, and confirm that external sensors are connected before starting.
Why did auto-pause not activate?
Open Settings → Ride Preferences and confirm Auto-Pause is enabled. Very slow movement or prolonged GPS loss in a tunnel or parking structure can delay detection. You can always pause or resume the ride manually.
Apple Watch heart rate is missing.
Confirm that the Watch is paired, the Long Haul Watch app is installed, and Long Haul has permission to read heart rate in Apple Health. Start the cycling workout from the supported Long Haul experience and keep Bluetooth enabled. You can also connect a compatible heart-rate strap from Settings → Devices.
Live Activities are not appearing.
Live Activities require iOS 16.1 or later and must be enabled in iOS Settings for Long Haul. A ride must be active before progress appears on the Lock Screen. Dynamic Island presentation is available only on supported iPhone models.
How do I import a GPX route?
Open a .gpx file from Files, Mail, or another app and choose Long Haul from the share sheet. You can also open Routes, tap the add button, and choose the file import option.
Other riders cannot see my live group position.
Make sure you joined the correct group ride, Location access is enabled, and the ride is active. Background location may be required when the screen is locked. Live positions can be delayed by weak cellular service and should not be used as an emergency locator.
How do I delete my account?
Open Profile → Settings → Account Security → Delete Account. If that option is unavailable, email support from the address or phone-associated account and request deletion. Export anything you want to keep first; deletion is permanent.
The App closes unexpectedly.
Install the latest Long Haul and iOS updates, restart the App, and restart the device. If the problem continues, email us the app version, device model, approximate time, and the actions immediately before the crash.
System requirements
- iPhone: iOS 16.1 or later on a compatible device;
- Apple Watch: watchOS 9 or later for Watch features;
- Connectivity: internet access is required for accounts, maps, route search, weather, social features, and live groups;
- Core permissions: Location is required for route tracking, and Motion & Fitness improves ride metrics;
- Optional permissions: Health, Bluetooth, Camera, Photos, Notifications, and Live Activities enable their corresponding features.
Account, privacy, and safety
For details about information handling, account rights, ride safety, and service rules, review: