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Ask & Troubleshoot

Whether it's getting a better handle on our core features or seeking clarity on how Strava works, the Ask & troubleshoot section allows you to get the most out of your Strava experience - let's dive in!

4287 Topics
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Heather is OutsideHub Rookie
asked in Strava Features Chat
Can no longer hide map/data to view Home screen while recording activities

I record my activities using the Strava app on my iPhone. Seems I no longer have the ability to hide the map/data screen while recording an activity to be able to view the Home screen. Used to be a Hide button on the map to get back to the Home screen in the app while the continuing to record the activity in the background. Was this an update? If so, please bring back this feature. I like to check the Home screen during activities. 

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Vincenzo
Superuser
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MicolHub Rookie
asked in Developers & API
Maps feature not working

Hi All, the maps feature stopped working and I can't see maps or select the sport. Did anyone experience the same issue? Can I asked how people solved this hurdle? Cheers! 

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sansansanHub Starter
asked in Strava Features Chat
Please can yo urefund me

I’ve submitted countless tickets so that I may be refunded for my strava subscription which I did not intend to renew.. I was using the free trial to test and then I was billed for a yearly subscriptons.. I really need the money back for allowance. Please pelase respond to this I’ve tried to contact several times on your emails.

211
Vincenzo
Superuser
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jeffsdadHub Rookie
asked in Strava Features Chat
My Stats

My stats only shows my stats for Ride. But, I have 1000s of miles on my ebike. Is there anyway to include my ebike ride stats in my stats?

443
Jan_Mantau
Superuser
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Pietro_BatoniHub Rookie
asked in Devices and Connections
Strava doesn't sync correctly with Samsung Health

Hi, I don't know why Strava and Samsung health wont properly connect, I recently finished my first marathon but on strava it says that I only run for 33km, as you can imagine this is pissing me off a lot, it wont save it correctly even if I manually upload the gpx file, it keep saying 33km, What can I do?   

596
1Max1
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Duong BuiHub Starter
asked in Strava Features Chat
Turn on AI

Hey team, It looks like I accidentally turned off the .Ai analytics feature. Is there a way to switch it back on?

601
Vincenzo
Superuser
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henryconchieHub Starter
asked in Devices and Connections
loss of activity - recovery

Hello,I recently finished the London marathon with the activity recording on my Apple Watch.  My watch was running low on battery, but I managed to finish the race with some battery left. I completed it on my watch and got the usual readout of statistics. However following this my watch ran out of battery and I don’t think it uploaded onto my actual account as it is not showing up on my Strava account. Is there any way of recovering saved runs which haven’t been uploaded? Thanks 

1061
Jana_S
Superuser
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Dragon1ordHub Rookie
asked in Devices and Connections
Samsung health doesn't synch to strava

Samsung health doesn't synch to strava anymore since about 9 days ago. Before it worked ok. I don't remember if there was an update for my phone.I have a Samsung watch 4The activity shows in Samsung health but doesn't synch to strava anymore. Deleted and Reinstalled all apps, Samsung health, wear and strava. Disconnected all accounts and reconnect again. Nothing seems to work. 

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Karenb1919Hub Rookie
asked in Devices and Connections
garmin watch type not showing on activity

I have just bought a Garmin vivoactive 6 and linked to connect and strava. On my strava activities my watch type doesn't show anymore like it did with the forerunner I had before. Can I add this someway. 

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ShoniHub Rookie
asked in Developers & API
OAuth - Authorization Error

The following post request is returning an authorization error (401).What steps can I take to fix this?https://www.strava.com/oauth/token?client_id={client_id}&client_secret={client_secret}&code={code}&grant_type=authorization_codeReturning:{    "message": "Authorization Error",    "errors": [        {            "resource": "Application",            "field": "",            "code": "invalid"        }    ]}

1273
Jan_Mantau
Superuser
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Jonasvdb1Hub Starter
asked in Strava Features Chat
Notification after every km

Can you run with the Strava app (on the smartwatch) and receive a notification after every km how long I have walked on that km?

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ZaxHub Trailblazer
asked in Strava Features Chat
Notification Loading Delay in Mobile App

I've noticed a significant change in the mobile app's performance since the latest updates to its layout. Whenever I click on the Notifications button, it takes about 10 seconds for the messages to load, whereas previously, they would load instantly. I'm not sure if this is a bug or something that could be improved, but the delay is quite noticeable and affects the overall user experience.

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nz74y5vsgiHub Rookie
asked in Devices and Connections
Map data from apple watch suddenly stopped uploading

I have an Apple Watch Ultra 2 and typically use it to record all of my activity. I use the Apple workout to select the activity (outdoor ride, outdoor run or outdoor swim). Usually the activity will automatically upload to Strava once I complete it, but periodically I have to import it manually, through the Strava app.A couple of days ago, without having changed any settings or anything, the map data from the workouts stopped being uploaded to Strava, even though the rest of the data was there (HR, pace, calories, etc.). I tried deleting the workout from Strava and importing it again, but I get a message in Strava saying “there is no map data but would I like to import it anyway?”. When I check the data in the Apple workout app, the map data is there and when I check the uploaded data to another third party app, like training peaks, the map data is there. It’s evident that the issue is somewhere in the conversation between Strava and Apple, but I have zero restrictions on location perm

1653
Jana_S
Superuser
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MikyHub Starter
posted in Strava Features Chat
[Known Issue]Missing Segments in created Route

Hello,after repeated evasive replies from support, I'm trying my luck here. I'm having a problem creating Routes from Activities. Or in general, if I create a Route on any course there are always less segments attached to this Route than there are available when riding the course.For example I use this activity https://www.strava.com/activities/9052590815 with 11 segments. If I create Route out of this activity there are only 3 segments attached to that Route as seen here: https://www.strava.com/routes/3113035808400641468.Since for Live Segments feature used on Garmin devices the Route must be created in Strava and all segments must be packed together with the Route to actually work correctly, this bug makes this feature almost useless. I definitely cannot be the only one struggling with this. Any suggestion or ETA would be great either from Strava or from the community.Thanks in advance for the advice and discussions.

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JimTomHub Rookie
asked in Devices and Connections
Activities no longer import from IFit

Both my wife's and my activities no longer important from IFit. Tomorrow will be day 3 and it is happening from multiple pieces of equipment. Nordictrack x24 bike and a rw900 rower. I also have a tacx but haven't used it yet to help determine if it's an IFit issue or a strava issue.We both un-paired and uninstalled both apps then re-download and reconnected the apps, still nothing.

1177
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LesediHub Rookie
asked in Devices and Connections
[RESOLVED] Import from Apple health no longer works for running and cycling

I can no longer import workouts from apple health, both automatically and manually.Any running, walking and cycling workouts recorded on the Apple Watch does not sync to strava. However other workouts such as Strength training does sync. iOS version: 18.1.1strava version: 386.0.1watchOs version: 11.1 

956
Lola
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jatinshahHub Starter
asked in Strava Features Chat
[Resolved] Transparent image display issue

The transparent image within the Share option is not getting populated properly. I have attached the screenshot indicating how the numbers are getting cropped. I am using Samsung S21 FE. One UI 6.1. Android version 14. Please can I request you to check and fix the issue or suggest me a workaround.

28793
Lola
A
Anonymous
asked in Strava Features Chat
cant get hold of customer service !! forgotten password and want to uodate email

Hello all. Just wondering if anyone has had any luck in getting hold of Strava support before? I've been trying for sometime on and off to speak to someone other than the virtual assistant which has been no help at all. I closed an old email account which is linked to my Strava. I've asked Strava to update my new email but it never happens or they said they sent an email to my closed email to change it ! All I want is my Strava to be updated with my new email. If I create a new account I'll loose all my data. Bit technical but if anyone has any ideas DM me ! Can't find useable helpline number. I don't remember my password. Been trying for months to update my email and reset my password. Very frustrating 

2021
Lola
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Damian RCHub Rookie
asked in Strava Features Chat
Improvement: Create Route (Heatmaps)

I would like to have opportunity to see a few type of heatmaps together during Create a Route. Can you add more option under Heatmaps>Global Heatmap>Settings>Sports types to choice by user which types of sports I want to see in heatmaps during Create Route? I want to see for example: Run,Walk,Trial Run,Hike,Mountain Bike Ride,Gravel Ride,E-Bike Ride,E-Mountain Bike Ride (without the rest like Road Bike).

421
Jana_S
Superuser
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HarryMHub Rookie
asked in Strava Features Chat
Average speed in hundredths

Hi Guys,A friend of mine has the Strava app, and for her the average speed is displayed in hundredths, whereas for me, it’s in tenths. We are both free users, and haven’t been able to find anything where this can be set. I would very much like to have the speed in hundredths too, if possible. Is there a way of setting this?My second question is that right now, it’s showing live speed instead of average. I’ve read that this is because the free subscription preview is active. Is there any way to end the preview early, so that I can get average speed back?Thanks, Harry

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ppacitti2008Hub Rookie
asked in Strava Features Chat
Flyby Issue

Can anyone enlighten me as to why the  flyby page isn’t loading on my account. I’ve tried firefox, chrome and the microsoft one and also on different pc’s but it’s always the same. I’mat a loss. Here’s the screen I get. 

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NaomeriHub Rookie
asked in Devices and Connections
Marathon Run Not Importing

I ran my first marathon on January 12.  I recorded the run using the Apple Workouts app on my Apple Watch.  The races I ran on January 9 (5K), 10 (10K), and 11 (half marathon) all imported as normal, but the marathon will not import, no matter what I do.I’ve logged out/logged back in, deleted and reinstalled the app, restarted my phone several times, and even recorded a new workout and imported it successfully, but nothing I do can get the marathon run to import.I always manually import my workouts from Apple Health.  I go to the list of recent activities, find the one I want, tap import, wait for it to stop spinning and change to a checkmark, and then go refresh my activity feed to see the new workout, but my marathon changes to a checkmark and never appears in my feed.I’ve seen posts from other people having this same issue and I don’t understand why it hasn’t been fixed yet.

261
Bryant
Community Manager
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cheryl auraHub Starter
asked in Devices and Connections
tolong bantu aku untuk pengembalian dana (please help me for refund)

help me

571
Bryant
Community Manager
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TadhgHub Rookie
asked in Strava Features Chat
Suggestion: Respect distance values on 'track runs'

With Garmin and other watches, there are ‘track run’ modes that calculate the distance of an activity based on the number of laps of an athletics track, rather than directly from the GNSS trace. This results with an activity distance that precisely relates to the distance of the effort. However, when that activity is uploaded to Strava, I’ve found that Strava’s own distance-calculating algorithms are applied and the distance comes up short (eg: 5000 m track run came out as 4999 m) This is problematic as the ‘true’ distance is likely to be a ‘best effort’ distance, so losing any amount may result in a new best effort performance being overlooked (fortunately not the case in my example).My suggestion: if the uploaded activity is a track run, do not apply smoothing distance algorithms and retain the original distance value.

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Superuser
arc88Superuser
asked in Strava Features Chat
Personal heatmap display error

When you select a specific sport for your heatmap on the maps tab, that carries over to an activity of another sport despite what the label says. The map tab is acting as a master switch. I had my map set to walk activities only: Then opened an athlete's ride which still shows my walking activities while claiming ride:For comparison this is some of my ride heatmap in the area:If a user wants to change which activities' heats are displayed, they have to back all the way out to the main map to change it. It would be ideal if loading activities automatically selected the appropriate heatmap type and I assume this behavior is unintentional. 

1005
A
Superuser

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