Support Center

We're here to help. Find answers to common questions, troubleshooting guides, and ways to contact our team.

Getting Help

Need assistance with Velovate? We offer multiple ways to get help:

Email Support

Our support team typically responds within 24 hours (Monday-Friday).

support@velovate.app

General Inquiries

For partnerships, press, or business questions.

info@velovate.app

Frequently Asked Questions

Account & Setup

How do I create an account?

You can sign up using your email address or by connecting your Google or Apple account. Visit members.velovate.app to get started.

Can I use Velovate on multiple devices?

Yes! Velovate works across web, iOS, and Android. Your data syncs automatically across all devices when you're logged in with the same account.

Is Velovate free?

Velovate offers a free tier with essential features including team creation, ride tracking, and fundraising campaigns. Premium features are available through our affordable subscription plans. Check our pricing page for details.

Teams & Members

How do I create a team?

After logging in, navigate to the Teams section and click "Create Team." You'll be prompted to enter your team name, description, and other details. You can then invite members via email or shareable link.

How do I join a team?

You can join a team by accepting an email invitation, using a team invite link, or by requesting to join public teams. Team administrators will approve your request.

Can I be on multiple teams?

Yes! You can join and participate in multiple teams simultaneously. Switch between teams in the app navigation.

Ride Tracking

How do I track a ride?

Open the Velovate mobile app, tap the "Start Ride" button, and grant location permissions when prompted. Your ride will be tracked automatically using GPS. Tap "Finish" when you're done to save and sync your ride.

Can I import rides from other apps?

Yes! Velovate integrates with popular fitness platforms like Strava and Garmin. Connect your accounts in Settings → Integrations to automatically sync your rides.

Why isn't my GPS working?

Ensure you've granted location permissions to the Velovate app in your device settings. On iOS, go to Settings → Velovate → Location and select "While Using the App." On Android, go to Settings → Apps → Velovate → Permissions → Location.

Fundraising

How do I set up a fundraising campaign?

Team administrators can create fundraising campaigns from the Team Dashboard. Set your fundraising goal, select a charity or cause, add campaign details, and share the campaign link with supporters.

How are donations processed?

Donations are processed securely through our payment partners. Funds are held and disbursed according to your campaign settings. Velovate does not take a percentage of donations.

Can donors get tax receipts?

Tax receipts depend on the charity or organization you're fundraising for. If you're supporting a registered 501(c)(3) nonprofit, donors will typically receive tax receipts directly from the organization.

Account Management

Update Your Profile

You can update your profile information, including name, email, profile photo, and bio, by navigating to Settings → Profile in the app or web interface.

Change Your Password

Go to Settings → Security → Change Password. You'll need to enter your current password and choose a new one. If you've forgotten your password, use the "Forgot Password" link on the login page.

Export Your Data

You have the right to export your personal data at any time. To request a data export:

Log in to your account
Go to Settings → Privacy → Export Data
Click "Request Data Export"
You'll receive an email with a download link within 48 hours

Your export will include your profile information, ride history, team memberships, and other personal data in JSON format.

Delete Your Account

If you wish to permanently delete your Velovate account:

Log in to your account
Go to Settings → Privacy → Delete Account
Review what will be deleted (you may want to export your data first)
Confirm deletion by entering your password

Important: Account deletion is permanent and cannot be undone. Your personal data will be deleted within 90 days. Some data may be retained as required by law (e.g., payment records for tax purposes). See our Privacy Policy for details.

Cancel Premium Subscription

To cancel your premium subscription:

Web: Settings → Subscription → Cancel Subscription
iOS: Cancel through the App Store (Settings → [Your Name] → Subscriptions)
Android: Cancel through Google Play (Play Store → Subscriptions)

You'll retain premium access until the end of your current billing period. See our Refund Policy for refund eligibility.

Troubleshooting

Login Issues

Forgot password: Use the "Forgot Password" link on the login page
Email not recognized: Ensure you're using the email address associated with your account
Third-party login problems: Try disconnecting and reconnecting your Google/Apple account
Account locked: Contact support@velovate.app if your account has been locked

GPS & Location Issues

GPS not tracking: Ensure location permissions are enabled in device settings
Inaccurate tracking: Make sure you have a clear view of the sky; buildings and trees can interfere with GPS
Battery drain: GPS tracking uses battery; consider using battery saver mode for longer rides
Missing route data: Ensure the app has permission to run in the background

Syncing Problems

Data not syncing: Check your internet connection and try refreshing the app
Rides not appearing: Make sure you've finished and saved the ride; check your device storage
Integration issues: Disconnect and reconnect the integration (Settings → Integrations)
Duplicate rides: Contact support to have duplicate entries removed

App Performance

App crashing: Update to the latest version; restart your device
Slow performance: Clear the app cache (Settings → Storage → Clear Cache)
Features not loading: Check your internet connection; try logging out and back in
Notifications not working: Enable notifications in device settings

Still having issues? Contact our support team at support@velovate.app with details about your problem, including: