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Troubleshooting common issues

  • Updated

If you're encountering issues, it might not always be a straightforward error. Below are common problems and troubleshooting steps to resolve them.

Profile and subscription

AllTrails features

App-specific features

Recommended fixes

Can't sign in

  • Known causes: multiple accounts, incorrect password, incorrect email address
  • Fixes:
    1. Try using any other email addresses you might have. Click 'Reset Password' for these accounts. If you don't receive a reset email, the email used may not be linked to an account.
    2. Verify your email address and reset your password if needed.

My AllTrails premium plan isn't showing

  • Known cause 1: upgraded on the website instead of the app
    • Fix: Sign out of the app and sign back in with the email used to upgrade. This will resync your account.
  • Known cause 2: Upgraded through the app but features aren't synced
    • Fix: Go to 'Profile' > 'Settings' (gear icon) > 'Restore in-app purchases.'


My gift’s redemption code isn't working

  • Known cause 1: attempting to redeem the gift in the Apple App Store or Google Play Store
  • Known cause 2: applying the gift code in the incorrect place

Reset Password Shows 'login not found'

  • Known cause: The email address doesn't have an associated account

Reset Password Shows 'invalid token'

  • Known cause 1: reset password emails are valid for 30 minutes
    • Fix: Resend the reset password email.
  • Known cause 2: using an outdated reset password email
    • Fix: Use the most recent reset email or request a new one.

Trails not showing up when using filters

  • Known cause 1: too many filters applied
    • Fix: Filters use 'AND' logic. If you select multiple filters, only trails matching all filters will show. Remove some filters to view more trails.
  • Known cause 2: limited trails with specific tags in your area
    • Fix: Contribute a map or recording to our database. Learn more about contributing here.

I don't see the weather map detail

  • Known cause: lack of notable weather events in your area
    • Fix: Zoom out to check weather details in other areas.

I have an AllTrails paid subscription and can't download maps

  • If you're being asked to subscribe again:

    • Known cause 1: accidentally signed into a free account
    • Known cause 2: account not synced with AllTrails Plus/Peak features
      • Fix: Sign out and sign back in with the email linked to your AllTrails premium account. Go to 'Profile' > 'Settings' (gear icon) > 'Restore in-app purchases'

  • If you're not asked to subscribe again:

    • Known cause: app needs to be reset
      • Fix: Delete and reinstall the app. Your history will be preserved if you sign in with the same email address.

My map isn't loading

  • Known cause and fix: Map not loaded into Navigate correctly. Load the map into Navigate, not just in Saved >> Downloads.
  • Check your service or wifi connection. Follow steps for using Navigate.
  • If you're an AllTrails premium member: Manually load the map into Navigate. Learn more about navigating with a downloaded map.

My map disappears from Navigate when i'm offline

  • If you don't have AllTrails Plus or Peak, this is likely due to lack of mobile/cellular service. AllTrails premium plans allow for offline map downloads. Learn more about offline maps here.
  • Known cause: map not loaded into Navigate correctly
    • Fix: Manually load the map into Navigate following the steps for using downloaded maps.

If you still need help after following these steps, you can submit a request to our team at support@alltrails.com and we'll respond as soon as we're able.

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