Frequently Asked Questions

Is there a problem with the app? Do you need our help? Please check our FAQ. In case you do not find the right answer that suits your situation or the problem persists, please contact us at app@urbancyclers.com.

Why is the trajectory of the tracked ride straight or zigzag or incomplete? 🔥

The mobile phones are closing apps running in the background to increase battery life. Please try to lock the app running in the background - Go to Settings Apps - Battery Optimization - List of open apps and whitelist the app for running in the background. Detailed guides for all different types of phones can be found at Don’t kill my app.

How do I prevent the phone from closing the app during the ride?

The mobile phones are closing apps running in the background to increase battery life. Please try to lock the app running in the background - Go to Settings Apps - Battery Optimization - List of open apps and whitelist the app for running in the background. Detailed guides for all different types of phones can be found at Don’t kill my app.

Do I need the data connection to use Cyclers App? 🔥

To use the app to one’s full satisfaction, a data connection is necessary. However, the basic functions are available offline. For example, if you plan your trip on wifi, and then set out, the app will navigate you to the planned destination. Your ride will be tracked at the same time. Once you connect to the internet again the app will synchronize with the server and your game points etc. will be added. Without connection, the app does not plan a new trip nor reroutes during the ride. Also, there is a risk of incorrect map loading.

What should I do when my Cyclers Plus is not working after having paid the subscription? 🔥

Please send us a notification through the app and let us know your Cyclers Plus features have not been activated. Then please send us an email together with the Google Play Store receipt to app@urbancyclers.com. Your Cyclers Plus will be activated as soon as possible.

Is there a different way of payment than with a payment card?

Another payment method, such as a bank transfer is currently unavailable. The usual payment methods accepted in Google Play Store are Payment cards, PayPal, Paysafecard, Operator billing.

How can I change the language settings?

To change the language you need to change the phone language settings. The app is currently available in English, German, Italian, Portuguese (Brazil) and Czech languages. The app will be available in more languages soon.

How can I change the email address that I have set up at the app registration?

To change the email address, you need to
  • Set-up a new user’s profile (you can use the same Nickname as the current one).
  • Send us an email to the app@urbancyclers.com
  • The subject line should state ’Tracked rides transfer’.
  • To the body of the email message, please put your old and new email addresses and indicate which one is old.
  • Before the transfer, an authentication code will be sent to your old email address.

How can I verify my password? I use an Android operating system phone.

In the Android operating system, the sign-in is enabled with a Google account. You need to know the password to your Google account (your device most likely remembers it).

How can I verify my password? I use an iOS operating system phone. (Apple)

When using iOS, you need a password only when signed in with a different email account than Google. To reset your password you need to click onto the ‘Forgot my password’ button under the password field at the sign-in page. You will receive a link and instructions on how to proceed into your email box.

I've got Cyclers Plus and the voice navigation does not work.

Please see our instructions on how to set up the voice navigation here: Solutions to the voice navigation problems

I've got Cyclers Plus but my navigation does not reroute when I detour from the originally planned route.

Go to your profile please, choose App settings and at Navigation allow the Automatic rerouting.

How can I insert a new report to the map?

You can insert the report just by holding a finger in the map, then selecting the report icon from the bottom right corner of the sreen. Then you choose the suitable icon and before sending the report you may add a commentary.

How can I delete an outdated or not valid report?

You can currently delete the report by opening it and selecting ‘Report bad content’ from the menu on the right side. The report will be deleted after a certain time.

How can I manually add a ride to the rides’ list when I have forgotten to track it?

The app does not currently support adding or correcting rides manually.

All of the sudden I do not see any of my rides in the rides list.

Please make sure you are signed in to your account. (Go to profile, scroll down and choose sign-in)

I would like to be able to see the total distance for this year period only.

Open the Rides tab. In the upper part of the screen, click on the filter year icon and select the period you want to display.

How can I change a region setting?

On the home screen (the map), click on the Profile settings in the top right corner, then Edit in the top right corner again. Click on the ‘Area where I cycle’ and select your country.

How can I change a region setting?

On the home screen (the map), click on the Profile settings in the top right corner, then select ‘Edit profile’. Afterwards choose ‘Region’ and select the desired country and area.

How can I change the app units settings? (miles to km and vice versa) - I use an Android operating system phone

To change the app units settings please go to your profile (in the top right corner of the map homescreen) and select ‘App settings’. The choice of units will appear.

How can I change the app units settings? (miles to km and vice versa) - I use an iOS operating system phone

To change the units you need to change the region in your phone settings. Please find the instructions here.

How can I connect Cyclers App to another sports tracker (Strava, Garmin, Endomondo, etc.)? Or how can I import a GPX file into Cyclers App?

Cyclers App app does not currently support connection to other sports trackers. It is possible to import GPX files from your mobile phone or computer using the import tool cyclers.app/import