[ Support ]

Help, calibrated for every rider.

Find answers to common questions, step-by-step account guides, troubleshooting fixes, and ways to reach our team — all organized so you can get back on the road quickly.

Jump toHelp desk
01Frequently asked questions→02Account management→03Troubleshooting→04Contact the team→

[ Frequently asked ]

Questions, answered.

Grouped by topic — account setup, teams, ride tracking, and fundraising. Expand any question to read the full answer.

Account & Setup

QHow 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.
QCan 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.
QIs 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

QHow 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.
QHow 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.
QCan I be on multiple teams?
Yes! You can join and participate in multiple teams simultaneously. Switch between teams in the app navigation.

Ride Tracking

QHow 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.
QCan 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.
QWhy 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

QHow 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.
QHow 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.
QCan 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 ]

Manage your account, end to end.

Profile updates, password changes, data exports, deletion, and subscription — each a precise, step-by-step procedure.

01 /

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.

02 /

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.

03 /

Export Your Data

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

  1. 1Log in to your account
  2. 2Go to Settings → Privacy → Export Data
  3. 3Click “Request Data Export”
  4. 4You’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.

04 /

Delete Your Account

If you wish to permanently delete your Velovate account:

  1. 1Log in to your account
  2. 2Go to Settings → Privacy → Delete Account
  3. 3Review what will be deleted (you may want to export your data first)
  4. 4Confirm 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.

05 /

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 ]

Common fixes, fast.

Most issues resolve in seconds. Find your symptom below — if it persists, our support team is one message away.

Login Issues

01
  • 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

02
  • 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

03
  • 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

04
  • 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 stuck? ]

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

  • Device type and operating system version
  • Velovate app version
  • Steps to reproduce the issue
  • Screenshots or error messages (if applicable)

[ Contact us ]

Talk to a real person.

Pick the channel that fits — technical support, general inquiries, or privacy and data requests. We read every message.

Email Support→

Technical Support

01

For help with your account, technical issues, or bug reports.

support@velovate.app

Response · Within 24 hours (Mon–Fri)

General Inquiries

02

For partnerships, press inquiries, or business questions.

info@velovate.app

Response · Within 48 hours

Privacy & Data Requests

03

For data export requests, account deletion, or privacy inquiries.

privacy@velovate.app

Response · GDPR & CCPA — within 30 days, as required by law

Connect on social media

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[ Additional resources ]

More to explore.

Legal documents, company background, and the rest of the Velovate world — one click away. Velovate is developed and operated by Sassy Dog Enterprises LLC.

Privacy PolicyHow we collect and protect your data→Terms of ServiceTerms governing your use of Velovate→Refund PolicyOur cancellation and refund policies→About UsLearn about our mission and values→BlogCycling tips, stories, and updates→CareersJoin our team→