Preserve the evidence without exposing the drive.
- Park safely before opening Trace or changing any setting.
- Do not uninstall or clear app data if you need to preserve a local-only record.
- Note the approximate time of the issue, app version, iOS version, iPhone model, and whether an account was signed in.
- Keep the affected drive and vehicle entry in place until you know whether the fix is destructive.
- Redact routes, home or work locations, VINs, plates, receipts, names, faces, and notification contents from screenshots unless they are essential.
Never send a password, one-time code, Apple or Google credential, session token, secret key, full payment number, or unrestricted database export to support.
If a drive does not start, save, or look complete.
Trace source implements a manual record flow and motion-based automatic drive detection, although the exact release behavior still requires production validation. Either flow depends on device permissions, app lifecycle, sensor quality, battery conditions, and iOS background execution. A missed or partial drive does not establish that the vehicle did or did not travel a route.
- Confirm Trace has the location and motion permissions required by the recording mode you selected.
- Confirm Low Power Mode, device temperature, storage pressure, or an iOS force-quit did not interrupt background work.
- For manual recording, begin before moving and end only after parking.
- For automatic detection, allow time for start and stop confirmation; do not handle the phone to force a state while driving.
- Check local history after the drive. Some summaries may finish processing after recording ends.
GPS gaps, tunnels, dense buildings, poor sky view, device movement, or permission changes can make distance, speed, route shape, and motion-derived events incomplete or inaccurate. See the Safety Policy for measurement limits.
The vehicle configuration is part of each drive’s context.
Review which vehicle and build snapshot were active when the drive was recorded. Editing the current vehicle later should not silently rewrite the historical context attached to an earlier drive. User-entered specifications, maintenance, costs, and modification details can be incomplete or wrong and are not a mechanical inspection.
Local-first data may exist only on the device when optional account sync is not in use. Deleting the app, resetting the device, or erasing local data may permanently remove it. No complete export control is mounted in the current canonical UI, so do not take a destructive step based on an assumed export or backup. Production export coverage remains a release gate.
Grant only the access required for the feature you choose.
Location enables routes and location-derived drive metrics. Motion access supports drive detection and motion-derived context. Photos access may support receipt or vehicle media; current source does not declare a camera permission. Contacts access is requested for connection discovery where enabled, although the current consolidated social UI status must be verified. Notifications may deliver account, social, or operational updates. Trace should request access in context and explain why before the system prompt appears.
You can review permissions in iOS Settings. Turning one off may stop the related feature, but it should not make unrelated local records unavailable. Background and precise location should be used only for recording behavior you selected.
The local core and account services are separate boundaries.
Current account UI offers Sign in with Apple and Google. When a person is signed in, has a writable account namespace, and has Trace Pro, eligible records can automatically synchronize through Supabase; no separate sync switch is mounted. Before public release, the app must provide accurate just-in-time disclosure before the first hosted transfer, particularly for precise routes and other sensitive data.
- Use the same sign-in provider and account identity used during setup.
- Check connectivity before assuming a local item failed to synchronize.
- Do not merge or overwrite two datasets until the app clearly previews the result.
- Signing out is not account deletion and does not prove hosted copies were erased.
- For a lost device, use the Apple or Google provider controls and contact support@builtbyvex.com.
Purchases are managed through Apple.
Trace uses Apple StoreKit for any iOS subscription offered. The final purchase screen must show the product, billing period, price, renewal terms, trial or promotional conditions, and a link to effective Terms and Privacy before confirmation.
- Use Restore Purchases inside the app for an eligible purchase made with the same Apple Account.
- View, change, or cancel through Apple’s subscription settings; removing Trace or deleting a Trace account does not itself cancel Apple billing.
- Apple controls payment processing and applicable refund workflows for App Store transactions.
Local deletion, account deletion, and billing cancellation are different actions.
A person should be able to remove a local drive or vehicle from the device, request deletion of a signed-in account and hosted data, and separately manage any Apple subscription. Those paths have different effects and must be explained before confirmation.
Review the current implementation boundary on the Account & Data Deletion page (not yet public). The production server-side deletion worker, completion notice, backup period, legal-hold rules, and full export coverage remain launch gates.
Describe the failure before attaching the record.
When a monitored channel is published, begin with:
- a short statement of what you expected and what happened;
- the app version, iOS version, and iPhone model;
- whether the issue affects local data, an account, a public artifact, or a purchase;
- an approximate timestamp and a random in-app item identifier, if one is exposed safely; and
- a redacted screenshot only when needed.
Support should request additional personal data only when necessary, state why it is needed, restrict access, and retain it only for the approved support period.
Trace is not emergency, roadside, or dispatch service.
If a person is in immediate danger, a crash may have occurred, a vehicle is unsafe, or urgent roadside help is required, contact local emergency services, the track or property operator, a qualified repair professional, or a roadside provider as appropriate. Do not wait for Trace support and do not rely on Trace to detect or report an emergency.
One public inbox routes every request.
- General support
- support@builtbyvex.com
- Privacy and data rights
- support@builtbyvex.com
- Security reports
- support@builtbyvex.com
- Safety, moderation, and appeals
- support@builtbyvex.com
- Expected response time
- No response-time commitment is made until the production workflow is staffed and measured
