Support
Contact
Email: [support email address]
We aim to respond within 2 business days, and to act on reports of objectionable content within 24 hours.
Beta testers
If you are testing the app through TestFlight, the quickest way to reach us is TestFlight itself: take a screenshot in the app and choose Share Beta Feedback, or open the TestFlight app, pick Backpack Weight Tracker and tap Send Beta Feedback. Crashes in a beta build are reported to us automatically. Beta builds can change between versions, and your data may occasionally need to be reset.
Common questions
I can’t sign in. Check you are using the same method you signed up with: email, Apple or Google. For email accounts, use “Forgot password” on the sign-in screen. If you signed up with Apple’s private relay address, sign in with Apple rather than email.
My changes aren’t showing on my other device. Changes sync when the app is open and online. Open the app on both devices with a connection and pull to refresh. Changes made offline are kept on the device and sent as soon as it reconnects.
The weather card is empty. Forecasts need a trip location set from the location search, and come from the US National Weather Service, which covers the United States only.
The map is blank where I am planning. Maps currently cover only part of the United States. Outside that area the map shows bare ground with your route drawn over it. Coverage is growing.
My planned route is a straight line. The app could not find a trail or road between those two points, so it drew a straight line instead. Move a point onto a trail, or add one in between. A straight line is not a route anyone can walk.
Route recording stopped with the screen off. Allow location access “Always” for the app in iOS Settings → Privacy & Security → Location Services.
Where do gear suggestions come from? By default, from our servers using Google’s Gemini, which sees your gear names, categories, weights and prices. You can use your own Anthropic or OpenAI key instead in Settings. Suggestions can be wrong, so check before leaving anything at home.
The app crashed. Crash reports reach us automatically. If it keeps happening, email us what you were doing, your device model and your iOS version.
Reporting content or an account
Report any post or comment from the flag icon on it, and block anyone from their profile or from that same menu. If something needs attention faster, email us with a link or a screenshot.
Your data
- See what we hold, or get a copy: email us from the address on your account.
- Correct it: edit it in the app, or email us.
- Delete your account: Settings → Delete Account, inside the app. It is immediate and cannot be undone.
- Privacy rights requests under California, other US state or Canadian law: email us. We respond within 30 days.