Troubleshooting & FAQ

Recording

My ride stopped recording, or has gaps, when my phone was in my pocket

This is almost always your phone pausing the app to save battery once the screen goes off. Check these:

• Location access. On iPhone it must be set to Always. On Android, choose Allow all the time and keep precise location on.
• Battery saving. Low Power Mode (iPhone) or Battery Saver (Android) can slow GPS down. Turn it off before you ride.
• Background activity (Android). Android may suspend the app partway through a ride unless Ride Hermes is set to unrestricted battery use.
• Your phone maker's power manager (Android). Samsung, Xiaomi, Huawei, OnePlus and others have their own settings that close apps in the background.

The app can check most of these for you:

1. Open the record menu and tap Details.
2. At the bottom, tap Check recording settings.
3. The Recording readiness screen lists the settings that matter on your phone: Battery saving, and on Android also Background activity and Vendor power manager.
4. Tap Fix next to a setting and follow the instructions. Battery saving has no Fix button: turn it off from Control Centre (iPhone) or Quick Settings (Android).

The app may also warn you when you start a ride if it spots one of these problems. Vendor power manager always says Can't be checked automatically, because the app can't read that setting. Tap Fix to check it yourself.

More detail is in Recording Rides.

My ride's line looks jagged or cuts corners

That's GPS accuracy. It's weaker under heavy tree cover, between tall buildings and in the first minute or so of a ride. Give the app a moment to find your position before you set off, and keep your phone where it has a clear view of the sky if you can.

Saving and uploading

My ride didn't upload

If the upload fails, for example with no signal, the ride is kept on your phone. It isn't lost.

1. Open the side menu.
2. Tap Pending Rides (it says Tap to sync). It only shows when a ride is waiting.
3. On the Local Rides screen, tap Upload on the ride.

If it says We were not able to upload your ride. It is still saved on your device., wait until you have a better connection and try again.

I deleted a ride by mistake

Deleted rides can't be brought back, and their trail times are removed from the leaderboards.

Trails and times

I rode a trail but no time was recorded

Trail times are worked out on our servers after your ride uploads, which can take a few minutes. Open the ride and check its Trails list. If the trail still isn't there, it's usually one of these:

• You missed the start or the finish. You have to pass close to both the start point and the finish point.
• You rode it the wrong way. You have to reach the start before the finish.
• You left the trail's line. You need to follow the trail's path for nearly all of the way. Shortcuts and detours don't count.
• GPS was poor. Weak GPS can put you too far from the trail. See the recording questions above.

When a new trail is created, or a trail's line or gates are changed, past rides are checked again. So a trail created after your ride can still pick up your time.

Still sure it should have counted? Email us the ride link and the trail name and we'll take a look (details at the bottom of this page).

My time is on my ride but not on the trail leaderboard

• The leaderboard shows each rider's best time only. A slower time won't replace a faster one.
• Hidden rides and hidden times never count. Check that Hide isn't ticked on the ride.
• If the leaderboard is filtered by gender or weight class, you only appear when your profile matches. See Why gender and weight matter.

My time isn't counting for a season

Seasons have their own rules. A time only counts if:

• The trail is one of the season's trails.
• You rode it between the season's start and end dates. Some trails in a season have their own dates, shown on the season page.
• Your ride's vehicle is allowed, if the season is limited to certain vehicles or a vehicle class.
• You're allowed to enter, if the organizers have limited who can compete.

Season leaderboards are also filtered the same way as trail leaderboards. See Seasons, Leagues & The Underground.

My ride has the wrong vehicle

Edit the ride and pick the right one. In the app, open the ride, tap the ⋮ menu, choose Edit, change Vehicle and tap Save. On the website, click Edit Ride on the ride page.

Season entries are checked again automatically, so fixing the vehicle can add the ride's times to a vehicle-limited season (or take them off one). To get it right next time, see Tunes & Vehicles.

I can't find a trail

In the app, go to the Trails tab and move the map to the area, or type the name into Find trails. On the website, use the Trails page.

If nobody has made it yet, you can create it yourself from a ride. See Trails & Leaderboards.

Purchases

I bought a membership but I'm not Elevated

After you pay, the app shows Activating your membership... while we confirm the purchase with the App Store or Google Play. If it takes a while you'll see Taking longer than expected. Your purchase is safe — check back in a moment.

• Wait a few minutes, then pull down on the Pantheon screen to refresh it.
• Make sure you're logged in to the same Ride Hermes account you were using when you paid. The membership belongs to that account, not to your phone.
• If you see That was a test purchase, you're on a test version of the app. Install the app from the App Store or Google Play.

Still nothing? Email us with your username and your receipt. For managing or canceling a membership, see The Pantheon Membership.

I bought credits but my balance didn't change

The app shows Adding credits to your account... until the credits arrive, then Credits added! If it says it's taking longer than expected, your purchase is safe. Check your balance again in a few minutes. The same test-purchase rule applies as above.

Bought credits on the website? They're added once the payment goes through. The Credit purchase received page shows a reference ID (it starts with PAY-). Include it if you email us. Credits work the same on the app and the website. More in Relics, Credits & the Store.

Your account

It says "Incorrect username or password"

You log in with your email, not your username. Check the email for typos. If you've forgotten your password, reset it.

How do I reset my password?

On the app's login screen, type your email and tap Forgot Password. Full steps: Password and email.

How do I change my username, email or weight?

In the app, open the side menu and tap Settings. On the website, choose Settings from the menu under your username. See Changing your settings.

How do I delete my account?

In the app, go to Settings and tap Delete Account. Cancel any membership first. See Deleting your account.

Reporting a bug or getting in touch

Email support@ridehermes.app or message @ridehermes.app on Instagram.

For a bug, it helps to include:

• Your username.
• Your app version. It's at the bottom of the side menu.
• Your phone model and whether it's iPhone or Android.
• What you did, what you expected and what happened instead.
• A link to the ride or trail, if it's about one, and a screenshot if you can.

Suggestions and questions are welcome too.