Help with Trace.

Email support@builtbyvex.com. Include your iPhone model, iOS version, Trace app version and build, the feature involved, the last step that worked, the wording of any error, and whether the issue repeats. Screenshots are helpful only after you remove unrelated personal information.

Support is handled through this monitored inbox. We do not promise an instant response or a specific response time. Safety emergencies, active crimes, and medical issues must go to emergency services or the appropriate local authority.

For manual recording, confirm that Precise Location is allowed and that the app has the required Motion & Fitness access. Automatic recording also requires Always Location and an active device authorization. The automatic preference alone does not grant permission.

Force-quitting Trace, disabling permissions, Low Power or system constraints, lost GPS, tunnels, poor device placement, or an interrupted app update can prevent or shorten a recording. Never troubleshoot while moving. Park safely, reopen Trace, review permissions, and preserve an unfinished drive before reinstalling.

Trace accounts use Sign in with Apple, Sign in with Google, or a confirmed email address and password. Sign in with the same method and account you originally used. A relay email from Apple can differ from your everyday email. If you forget an email account's password, use the reset option and enter the code we email you.

Drives and Garage changes save on your iPhone first and sync to your account when a connection is available. Eligible completed records may persist privately to the verified account, but an active checkpoint or local-only item may not be present in a server export or on another phone. Before reinstalling, signing out, or deleting an account, complete pending drives and export or preserve anything you need.

Detailed drives and raw routes are private. When profile and Stats visibility allow it, accepted friends can still receive limited activity facts for eligible completed drives. Profile and Stats visibility, Ghost mode, live drives with friends, live drives in each club, heatmap contribution, contact discovery, product analytics, optional Mapbox telemetry, friends, clubs, leaderboards, Territory, selected route shares, and public vehicle cards are separate paths.

A newly created Garage build can begin with Public selected, so review the vehicle visibility before saving. If a card or share is visible unexpectedly, revoke or stop it where available, change the applicable visibility, and email support with the link or username. A revocation cannot recall a screenshot or copy already held outside Trace.

Operational clarification, October 5, 2026: in build 24, open Friends, choose the contact-discovery panel, and tap “Turn off contact discovery” to request that reciprocal matching be disabled. This is separate from the iOS Contacts permission. If the request fails, retry when connected or email support; a failed request does not mean discovery is off.

Free includes manual and automatic recording, your 10 newest drives, one vehicle, headline stats, friends, Home Screen widgets, the basic share card, and data export. Older drives stay saved. Trace Pro opens the full archive, deeper stats and records, premium share layouts, video overlays and route replays, Lock Screen widgets, custom driving icons, and an unlimited garage. Export and deletion are account rights, not Pro benefits. The app shows the current paid boundary before purchase.

If Trace Pro is offered, the Apple purchase sheet shows the current price and period. Use Restore Purchases in Trace when the App Store shows an active subscription but Pro access is missing. Make sure the Apple ID and Trace account are the ones used for the purchase.

Manage or cancel at Apple Subscriptions. Deleting the app or Trace account does not cancel billing. Request refunds through Apple. For entitlement problems, send support the product name, approximate purchase time, and non-sensitive status shown by the app—never a full signed transaction or payment-card number.

Use Profile → Account → Export Account Data to request a server-held archive when available. That archive may not contain an unfinished drive or another local-only record. Verify the download before deleting anything.

Account deletion and connected cleanup services are still being activated and tested. The Privacy Policy describes the current status, steps, scope, and Apple subscription reminder. If the in-app control is unavailable, a request remains pending, or you cannot sign in, email support@builtbyvex.com. An email can start support and identity verification, but visiting a page or sending an unverified message does not by itself prove deletion.

Use Report or Block where available, or email support@builtbyvex.com. Include the username or public link, approximate time, and a concise description. For an immediate threat or emergency, contact emergency services. Review the Safety Policy, including its community standards.

• Privacy Policy, including account deletion
• Terms of Use
• Safety Policy, including the community standards