We're aware that there may be some processes that present themselves as errors but have a different root cause and may be not be errors at all. These links will direct you to the correct troubleshooting steps for these issues that you may be seeing. If your issue is not shown here, feel free to browse our support page or reach out to us at firstname.lastname@example.org.
Profile & Subscription
- Cannot Sign In
- My Pro Status is not Showing
- My Gifts Redeem Code is Not Working
- Reset Password Shows 'Login Not Found'
- Reset Password Shows 'Invalid Token'
App Specific Features
- I Have a Pro Subscription and Can’t Download Maps
- My Map is not Loading
- My Map Disappears from the Navigator When I'm Offline
- I had trouble editing my endpoint
Web Specific Features
Known Causes: Multiple accounts with different email addresses, incorrect password, incorrect email address.
- Try any other email address you may have used. You can click reset password for these. If you do not receive a reset password email, the email you used may not be linked to an account.
- Reset Password
My Pro Status Is Not Showing
Known Cause 1:Upgraded on the website instead of the app
Fix 1: Sign out of the app then sign back in with the email address you used to upgrade. This will resync your account.
Known Cause 2: Upgraded through the app but the Pro features are not synced.
Fix 2: Go to Profile >> Settings icon () >> Restore in-app purchases.
Known Cause 1: Trying to apply Gift in Apple App Store or Google Play Store
Fix 1: Gift's must be applied on our website. Please sign into your account at AllTrails.com then go to AllTrails.com/redeem to redeem your gift.
Known Cause 2: Applying the gift code in the incorrect place.
Fix 2: Gifts must be applied to accounts at AllTrails.com/redeem
Know Cause 3: Account is already Pro
Fix 3: Please reach out to us at email@example.com and we'll be able to help.
Known Cause 1: A 'login not found' error when resetting your password means we don't have an account under that email address.
Fix 1: Verify you are using the correct email, or, if you do not have an account you can create one at https://www.alltrails.com/users/sign_up
Known Cause 1: Reset Password emails are only valid for 30 minutes. You'll see 'Invalid Token' if that email has expired.
Fix 1: Resend yourself the reset password email.
Known Cause 2: You've sent yourself multiple reset password emails and are not using the most recently received one.
Fix 2: Choose the most recently received reset password email in your inbox. If you're unsure, you can send yourself another reset password email and use that one.
Known Cause 1: Too many filters applied.
Fix 1: Filter results are based on 'AND' search logic, meaning that if you selected 'hiking' and 'backpacking', the results only show trails that are assigned both of those tags as opposed to trails that are assigned one or the other. You can remove a filter to see more trails.
Known Cause 2: While we continue to add more trails every day we may not have added many trails with tags such as Horseback Riding, OHV / Offroad Driving, Cross-Country Skiing, etc to your area yet.
Fix 2: You can contribute a map or your recording to our database for our team to review and add! We appreciate your patience. You can learn more about that here: Contribute a Trail to AllTrails
Known Cause 1: There may not be notable weather in your area. The weather map detail may only pick up higher concentrations of rain, snow, storms, etc. and your area may not have those weather events.
Fix 1: To see if the weather map detail is on but your area does not have weather events, you can zoom out and see if you can see the weather in other areas.
If you're being asked to subscribe to Pro again
Known Cause 1: You may be signed into a free account by accident.
Known Cause 2: Your account is not synced to your Pro Features.
Fix 1 & 2: Sign out and sign back in with the email linked to your Pro account and Restore in-app purchases by going to Profile >> Settings icon () >> Restore in-app purchases.
If you're not being asked to subscribe to Pro again
Known Cause 1: App needs to be reset.
Fix 1: Delete and reinstall the app. You will not lose your history if you sign back in using the same email address. If this does not help, please reach out to us at firstname.lastname@example.org
Known Cause & Fix 1: Map is not loaded into Navigator correctly. You will need to load the map into the Navigator as opposed to looking at it in Saved >> Downloads.
Free User - You may not have enough service or wifi connection to load the map into Navigator You can try these steps: Using Navigator for Navigation
Pro User - Navigator is not automatically pulling your downloaded map. You'll want to manually load the map into Navigator following these steps: Navigate with a Downloaded Map
**If you are a free user and see this, this is due to lack of cellular service and using a free account. A Pro account lets you download maps for offline use and you can learn more here: Maps for Offline Use
Known Cause 1: Map is not loaded into Navigator correctly. You will need to load the map into the navigator as opposed to looking at it in Saved >> Downloads.
Fix 1: Navigator is not automatically pulling your downloaded map. You'll want to manually load the map into Navigator following these steps: Navigate with a Downloaded Map
Known Cause 1: If you saved an endpoint edit and your whole activity disappeared, that may have been done by accident after having moved the endpoint to the 'out' path instead of keeping it on the 'back' path.
Fix 1: Please reach out to us at email@example.com and we can help you further.