Support | ActivePath

We're here to help. Find quick answers below, or reach out and we'll get back to you within one business day.

Getting Started

How do I create my first route?

Open the app and tap the wizard on the home screen. Pick your activity (running, walking, or cycling), choose how you want to describe the route (distance, duration, mood, or specific places), and ActivePath generates a route shaped to your input. Tap "Start Workout" when you're ready to go.

Do I need to grant location permission?

Yes. ActivePath builds routes around your current location and tracks your workouts using GPS. We only use location while the app is active or during a workout. You can revoke location access any time in iOS Settings > Privacy & Security > Location Services.

What does Dash do?

Dash is your AI coach inside ActivePath. Ask for routes, training plans, or a breakdown of your last workout in natural language, and Dash builds it for you. Open Dash from the sparkle button on the home screen.

Workouts & Tracking

Why is my GPS track inaccurate?

GPS accuracy depends on signal strength and your device's hardware. For best results: start your workout outside with a clear view of the sky, wait 15-30 seconds for a strong fix before moving, and avoid dense urban canyons or heavy tree cover where you can. If your iPhone is in a pocket close to your body, signal can degrade.

Can I pair a heart rate monitor?

Yes. ActivePath supports any Bluetooth Heart Rate Profile (HRP) monitor (Polar, Garmin, Wahoo, Whoop, etc.). Go to Settings > Health Integrations > Bluetooth Heart Rate to scan and connect. You can also use your Apple Watch as the heart rate source if you start a workout from Apple Health.

Does ActivePath work with Apple Watch?

Yes. ActivePath supports Apple Watch in two ways. First, if you start a workout on the watch via Apple Health, ActivePath reads the heart rate during your phone workout. Second, the companion watch app mirrors your live metrics and lets you control workouts from your wrist.

My workout didn't save — what happened?

ActivePath saves your workout locally as you go and syncs to the cloud at the end. If sync fails (no signal at finish), the workout stays on your device and uploads automatically when you're back online. If a workout truly went missing, email support@activepath.ai with the approximate date and time and we can help recover it.

Subscription & Billing

What's included in ActivePath Pro?

Pro unlocks unlimited AI-generated routes, training plans, Dash AI coaching, the full structured-workout catalog (track sessions, HIIT, intervals), and advanced analytics. New Pro features ship on a regular cadence and are included at no extra cost.

How do I manage or cancel my subscription?

Subscriptions are handled by Apple. Open the Settings app on your iPhone > tap your name at the top > Subscriptions > ActivePath. From there you can change plans, cancel, or update payment. Cancellations take effect at the end of the current billing period.

How do I restore my purchases on a new device?

Sign in with the same Apple ID you used to subscribe, then open ActivePath and go to Settings > Subscription > Restore Purchases. Your Pro access syncs back automatically.

Can I get a refund?

Refunds for App Store subscriptions are handled by Apple, not by ActivePath. Request a refund at reportaproblem.apple.com using the Apple ID that made the purchase. If you have questions about how your subscription is being used, email support@activepath.ai.

Account & Privacy

How do I delete my account?

Open ActivePath > Settings > scroll to "Delete Account". Confirm, and your account plus all associated data (workouts, routes, profile) is removed from our active systems within 30 days. Backup copies are purged within 90 days. See our Privacy Policy for full details on retention.

What data does ActivePath collect?

We collect what's needed to deliver the service: your account info, workouts, GPS tracks, health metrics, and basic device telemetry. We never sell your data and we don't use it for third-party advertising. The full breakdown is in our Privacy Policy.

Can I change my profile visibility?

Yes. Open Settings > Privacy > Profile Visibility. You can set your profile to public (visible on leaderboards), friends-only, or private. Workout sharing is controlled separately so you can keep individual workouts private even on a public profile.

Troubleshooting

The app crashed or froze.

Force-quit and reopen ActivePath first. If the crash persists, email support@activepath.ai with: the screen where it happened, your iOS version, your iPhone model, and (if possible) a short description of what you tapped right before the crash. Crash reports are automatically sent to our diagnostic system, but more context helps us reproduce.

I can't sign in or my password isn't working.

Use "Sign in with Apple" or the email magic-link option on the sign-in screen — those don't require a password. If you signed up with email but never set a password, the magic link is the right path. If you're still stuck, email support@activepath.ai from the address on your account.

Routes look strange or won't generate in my area.

Route generation works best where OpenStreetMap data is rich (cities, towns, established trail networks). Very rural areas, brand-new developments, or regions with sparse street data can produce odd loops. Try increasing the distance, switching to "point-to-point" mode, or moving your starting location to a nearby intersection.

Still Need Help?

Email support@activepath.ai with as much detail as you can — what device you're on, what you were trying to do, and what happened. Screenshots help a lot. We respond within one business day Monday through Friday.

For account-suspension appeals, use appeals@activepath.ai. For legal or privacy-rights requests (GDPR, CCPA), use legal@activepath.ai.