Ask & Troubleshoot

I’m unable to get through to support and every ticket I create is marked “Solved” within seconds after creation despite no reply.I have yet to interact with a human after having paid for an inaccessible subscription that Apple refuses to refund without stating a reason why. The Apple payment integration is broken and somehow I’m being forced to pay for this faulty system.How am I supposed to interact with support when every ticket I create is automatically closed? I have yet to hear from a human after days of trying to get through. The ticketing system is broken. 

For me this is an old problem but now after a week on Gran Canaria IT was really bad. I use my phone (Android latest version) to create routes just so that I doesn't have to bring my computer on the vacation. The suggestion routes (based on other cyklist) from Strava are often boring and nothing new so I use to create my routes by my own from point A to B to C... and further. I've chosen the setting Road before I start create. I assume that Strava then should pick paved routes between my points but as it happens, it doesn't. It is difficult to check the chosen route on the map though Iit doesn't tell if it is a paced road, a gravel, a trail or even a walking path. Suddenly, out riding the route Strava wants me to get on a trail or a walk path over a mountain. This happens all the time. It's really annoying because I have to stop, check Google maps and the continue. Is there any update coming for this problem or is it a setting?. I've tried to use and not use heatmap. Heatmap on is wors

How do I get active calories from Garmin Connect when syncing rides to Strava?  I’m getting total calories from GC which is active plus basal calories.   Other apps report/use active calories, not total. I did some searching having found this being resolved.  Has it been?

Hello, while I’m aware that many users have probably already reported issues related to the recent layout changes in the mobile app's map, I’d like to share a few specific observations: POIs (Points of Interest) Fences North Orientation Indicator Previously, all three were always visible on the map for saved activities. Now, they seem to be turned off by default but do appear when I start recording a new activity.These changes noticeably affect the overall user experience. I’m not sure if they are bugs or intentional design decisions, but I wanted to share my feedback and ask if this behavior is intended or if it could be improved.

Hi so im not sure if its a small mistake or if its supposed to be like that. I was checking my progress and comparing it to previous weeks and years, and when i touched the current day to compare to a previous week or years the app shows "today" on both bubbles on the graphs as you can see here, its just a minor thing i would like you to know, keep up the good work!

could you please tell me if it is possible for Strava to delete a load of activities from a Garmin device that was paired to a friend's account? There are far too many to delete manually.In the furture a simple solution would be a simple warning when pairing: "Do you want all activity data from the watch to be uploaded?"Other option is user block activity delation with simple interface. Strava Ticket: 3233060  

Every day, when I launch the Strava app on the Apple Watch, I get the loading spinner with the app icon while the app launches, then a screen that just says “Loading…” that blocks the UI for anywhere from 60 to 120 seconds or more. Why does the Loading screen need to be there?Blocking the app is extremely frustrating from a UX perspective, and it’s becoming a dealbreaker after years of waiting an extraordinary amount of time (and sometimes forgetting) to start my activity every day. Whatever it’s doing (e.g., updating the list of sport types based on frequency of use), could it instead be done in the background for the next app launch? I use my Apple Watch for limited periods of fitness tracking each day, so I turn it off every day. That seems like it could be a factor in the choice to present this Loading screen every single time, but I think that’s further evidence it needs to change, as a cold launch after a restart is not a good proxy for “the app hasn’t been used in a while”. 

I’ve noticed that my application will sometimes stop receiving webhook events from some athletes. These athletes have not deauthorized my application, so I should still be receiving events for them. I have checked with these athletes and they have confirmed that my application is still authorized. I’m wondering, does Strava stop sending webhooks events for an athlete if the athlete’s access token needs to be refreshed? Currently, if I get a notification from an athlete that has an expired access token, this triggers a refresh call. But do I need to be actively refreshing tokens right as they expire to make sure that I don’t miss webhook events? This is not mentioned in the documentation afaik.

For whatever reason my Peloton runs have stopped syncing to Strava. All other activities seem to sync immediately, but as of the last 2 months none of my runs from Peloton have synced or are able to be retrieved by the Strava app. From my research, it seems like this issue has been going on for folks for over a year without any fix. Very frustrating to have the only suggested solution be to enter these runs manually when every other Peloton activity seems to sync fine - any advice is appreciated.

Are the team at Strava aware? I can’t find a way to report this but an error message is currently plaguing the route planner “sorry, we couldn’t complete that action”. Upon refreshing all my routes disappeared at one point too. Server issue?

I cannot, for the life of me, figure out why my power numbers in Strava for rides do not reflect the power as measured by my Garmin Edge and the Sram power meter on my bike. It’s ALWAYS lower, so times by as much as 20% or 30%. Has anyone else had this issue? If so, were you able to resolve it? Thanks.

I’m the developer/webmaster for my local cycling club’s website. We have Strava widgets embedded, which display correctly, but they’re throwing the following console error:Uncaught ReferenceError: jQuery is not definedYou can see the error (in the browser console) on our homepage:https://sdbc.orgThe issue seems to be with the Activity and Summary iFrame widgets - the Route widget (which uses a JavaScript include) doesn’t throw any errors.Is there a solution for this? Or any plans to replace the iFrame widgets with JavaScript includes?  

I have bought myself a new mobile phone. Put Strava on it.So I get challenged on logging in - it wants a 1 time 6 numeric digit password (which had been emaild to me).InputtedCouldn’t get accessTried again 5 or 6 times around in circles before “The Strava app has encounted an errors. Please contact support if the problem persists”.I have tried deleting the cache, deleting the data, completely uninstalling the app having deleted the data & cleared the cache, doing this and then rolling the phone over before trying to re-install. Essentially, I have tried absolutely everything I can think of to clear the problem  - but I just get “The Strava app has encounted an errors. Please contact support if the problem persists”. Needless to say, although I can (and have) logged in here to explain this using my desktop PC), if I cannot log in to to Strava on my phone to start recording an activity, I cannot continue to use Strava and will have to use another app to record my jollies on the bike!

HelloCan I request for a refund that i accidentally purchased subscription

Good dayI have an old email account that does not exist anymore and I cannot remember my old password.I cannot reset password as I no longer receive emails to the email account.How can I get access to my account without creating a new account? 

Hi. Recently I am having some issues uploading pictures to my activities. White lines (artifacts) randomly appear in either the bottom or the right side of the image. It didn’t happen until very recently.I shoot with an iPhone 14 Pro, edit in Lightroom and export in JPEG. It shouldn’t be a format issue. I’ve tried to uninstall the app and restart the phone. Nothing works and it keeps happening. It is really annoying.  I’d appreciate any kind of help.  Thanks.   

Similar issue, I cannot add emoticons to my strva posts anylonger. When opening google play, I cannot update strava or google chrome either (I assume because it is already the most recent version). What do I miss/should I do?

I have GPX files created via a third party App (Memory Map) which when saved/ converted within Strava are showing the incorrect moving time. These are walking activities but much quicker than the 30 mins for a mile quoted for stop timings. Memory Map stop time is fine. I have asked via a support ticket if this can be adjusted in anyway or walk settings, but after a month response did not answer this suggesting that I increase the logging within Memory Map. This can’t be done as I asked them the question which was answered within a few hours, all within the algorithum used so I guess stravas is different. I have raise a query again. I did wonder if its a software standard issue but could not find on the PC. I had seen people were having issues a year ago with moving times?

Today I completed the Samsung Challenge. I am trying to redeem the offer and enter the draw but it is asking me for my Strava ID. I have tried my name but this doesn’t work. I cannot find a subscriber number anywhere within the account settings on the website. What am I missing?

When using my Google Pixel 2 watch, speed and distance are not recording if using the windsurf or kite surfing activities although it is recording my track, so no issues with GPS locating me, has anyone come across this?I currently have to log it as a bike ride then change the activity type post exercise.I have re installed Strava on the watch but the issue remains

I am experiencing the following issue.Using a Galaxy watch 4. I finished an activity on the watch ( disabled battery saving mode on watch and phone before I finished the activity on the watch. Saw a short message "open on phone" but the acivity did not  appearin stava. Went to settings on the watch and "Not synched" displayed "0". Rebooted the watch and my Galaxy S21 but nothing appeared in strava. Is there any hope to recover my activity?

As an international traveler was one of the coolest features. On the webI no longer can zoom out very far.  No longer see workout aggregates.  Basically difficult/impossible to find my own workouts.  Hopefully this is a known bug or bad release and gets fixed.

I couldn’t sync my device and had to keep logging in and getting codes. I think the system has blocked me. It has been hours and I can’t connect support I just keep getting chatbot. Does anyone know how to get back in?   

Since Strava is not listening, Im calling on ebike riders to fix this problem ourselves.1. Find the existing segments you normally ride, 2. Go ride them on your ebike and upload as an ebike ride.3. Create the same segments but as ebike segments, with similar naming but with an "e" infront.If all of us do this for all the routes we ride, we can fix this ourselves.

All of a sudden, my personal heatmap will not load on the app (android) I've cleared my data, uninstalled, and reset the phone, and nothing seems to work. Is anyone else having similar problems?