Getting help
Email support@cycladat.com. In the app, settings has a support button that opens a message to that address with the subject filled in. A real person reads it.
What to include
Section titled “What to include”The thing that helps most is the app’s own debug report, because most problems come down to a specific video file on a specific phone and we can’t see either from here.
- Shake the phone (anywhere in the app), or open settings and tap debug menu.
- Tap share debug data. The app packages its logs and sends them to us with a report.
- In your email, tell us roughly when you sent it, what you were doing, and what you expected to happen instead.
The logs include the timestamps the app read from your video file and which ride it tried to match, which is exactly what we need for the two most common problems, data that doesn’t line up and no matching activity. They don’t include the video itself.
A short screen recording of the problem is the next best thing, and often the only way to explain a layout or gesture issue.
Screen capture
Section titled “Screen capture”The debug menu also has screen capture, which records your session in the app until you tap the red stop pill, then asks whether to upload it or discard it. Use it when the problem is something you can show but not describe. Nothing is uploaded until you say so.
Force logout
Section titled “Force logout”The third debug option, force logout, clears the stored Strava connection without asking Strava to revoke it. If the app is stuck in a bad state after a Strava login, this gets you back to the connect screen. You’ll sign in again as normal.
Check first
Section titled “Check first”Two things worth checking first, because they’re the answer surprisingly often:
- The camera’s clock. Wrong time on the camera is behind most “the data is wrong” reports. See my data doesn’t line up.
- That the ride is actually on Strava, and finished processing there, before you pick the video.