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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+ status 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  • Known cause 2: using an outdated reset password email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+ 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+ features
      • Fix: Sign out and sign back in with the email linked to your AllTrails+ 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+ 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+, this is likely due to lack of cellular service. AllTrails+ allows 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 through our contact form, and we’ll respond via email as soon as we’re able.

If you’re on a desktop computer or laptop, you can also get help quickly through our Virtual Assistant. To start a conversation, just click the speech bubble icon at the bottom right of every page in our help center. The Virtual Assistant can resolve many common account and subscription issues, and it will send an email request directly to our team if it can’t resolve your issue.

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