Support

Before sending a report

Include the RIDE version shown by the app, phone or watch model, Android or Wear OS version, the feature involved, what you did, what you expected, what happened, and whether the issue repeats. Include an approximate time only when it helps explain the problem. Avoid a precise home or work location and a full route unless they are necessary to reproduce the issue.

Do not send passwords, authentication codes, provider keys, purchase tokens, payment-card details, or a full device log. A screenshot or exported file can contain precise location, contact, or health information. Review and remove unnecessary private information before choosing to share it.

Location and recording

Check RIDE's Android location permission and the device's location setting. Location supports the map, guidance, and recording. Automatic ride tracking is optional and off by default. An ongoing recording can continue with a foreground notification while you use another app. Include the visible permission or status message in a report; avoid repeatedly toggling unrelated settings to reproduce a recording problem.

Routes, maps, saved pins, and weather

Online route, search, and map resources depend on Stadia Maps, connectivity, device permissions, and provider availability. Saved route inputs, imported-route provenance, saved places, and saved pins have local controls. Opening a saved route or imported GPX for planning can request a fresh online plan; roads and timing can change. A bounded map cache does not guarantee offline route calculation.

When weather is enabled, RIDE's weather service is hosted on Cloudflare and relays requests to paid Open-Meteo Standard. Weather-tab requests use up to four coordinates and rain-avoidance requests use up to twelve per request; coordinates are rounded to two decimal places. The service can receive request IP information and forecast parameters and keeps a limited in-memory cache. The device's latest forecast cache can remain after its 30-minute stale status; staleness is not deletion. Report the actual weather availability or status message shown by your version.

Watch and heart rate

The companion requires a paired phone running RIDE and the relevant companion choices. Heart-rate use needs phone consent, the watch health permission, and an authorized recording session. Pairing alone does not enable heart-rate history. Include the visible status message from each device. Turning off history recording stops future writes and keeps earlier samples until you choose to erase them.

Deleting or exporting records

Deleting a completed ride or clearing completed history applies to those completed records and related live-database data. It does not automatically erase saved routes, saved places or pins, the last-known position, forecast or map caches, purchase state, diagnostic files, or private database-recovery quarantine files. A separate health-history erase action has its own scope.

If database recovery was authorized, old encrypted DB/WAL/SHM files can remain in private quarantine excluded from backup. Live history deletion and health erase do not remove them. A completed recovery key-record or alias reset makes old encrypted data unavailable through those old keys; it does not physically delete the files or prove erasure of plaintext remnants. An interrupted reset has not completed that result.

JSON, GPX, health, and diagnostic exports can contain identifiers, time, location, ride, or heart-rate data. Send an export only after you understand what it contains and deliberately choose to provide it. A default JSON summary is not anonymous, and exported files are not automatically encrypted. Copies sent to another app, person, document provider, or service follow that recipient's handling and deletion rules.

Purchases

RIDE checks purchase ownership with Google Play independently of whether a Store screen is present. For a purchase issue, describe the visible purchase or restore result and product name if relevant; do not include the purchase token or payment-card information. The current RIDE product policy provides 250 successfully delivered new route plans per calendar month and a one-time full-version unlock through Google Play. No subscription is described. For Google's refund guidance, see https://support.google.com/googleplay/answer/2479637?hl=en.

Do beta testers need to buy the unlock?

No. The invited closed-beta build includes unlimited route planning without an unlock purchase; standard public builds retain their normal route allowance and purchase terms.

Emergency situations

RIDE is not an emergency dispatch service. Its SMS action opens a composer for your review, and an external app controls any live-sharing session. Use the appropriate local emergency service when urgent assistance is needed.

Sending feedback and privacy requests

Send a report or privacy question to ridesupport@proxiedmail.com. Do not send a full ride, diagnostic archive, purchase token, credential, or precise location unless it is necessary and you have deliberately chosen to provide it. The selected contact method, recipient access, retention, deletion procedure, and response expectations must be kept current.