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Vague support responses are not useful

  • January 30, 2026
  • 3 replies
  • 60 views

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Just want to whine one more time before this forum changes focus.

When I see a pretty obvious scam account post, like the saccharine "cycling is my freedom" or the infamous "son died of cancer, who wants his PS5", I report them as spam, scam, or impersonation. Sometimes Strava even does something about it. But when they respond to the support request, there is no sign of what the support request is referring to. They do allow you so refute their automatic decision with more details, screenshots, etc but without knowing what the report was about, it's kind of moot by design. 

Maybe Strava can "use technology"  to improve their support request handling and crack down on spammy accounts.

 

3 replies

Jana_S
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  • Hub Superuser Alumni
  • January 30, 2026

Hey ​@arc88, putting the technology use aside (that itself deserves the snarkiest remarks...), any chance that there's more details when you look at the request through the web interface? Here:

https://support.strava.com/hc/en-us/requests

It’s been a long term issue that emails from Strava’s support system are missing half of what's actually supposed to be there (and it's the actually the useful half that's missing, and the delivered email only includes generic blurbs). I always have to go to the Support website to see what a ticket response is about. 


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  • Author
  • Superuser
  • January 30, 2026

@Jana_S The screenshot is from the support site, this was all of the content and my reply. I have a dozen of them just like this, some slightly different like they "took appropriate actions" but no hint as to what they are following up about. I really think that could use some attention from the company since they are removing users supporting users on official channels. 


Jana_S
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  • Hub Superuser Alumni
  • January 30, 2026

Ah, that's… not great. Makes me wonder whether Strava really wants to eliminate fake accounts & bots, or whether these are happily tolerated as they're increasing the number of “active users” 😐