Support

Common things

My steps or minutes are not showing up

Strava does not count steps — it reports distance, active minutes and calories from activities you record — so a steps challenge needs Apple Health on an iPhone or Health Connect on Android. If that is already connected, check the permission is still granted: a phone upgrade or an OS update can quietly reset it. Data also arrives late sometimes, and the challenge scores again as it lands. The step-by-step guide is at trybefit.co.za/help/connect.

I lost a streak I should not have

It happens, usually because health data synced after the day rolled over. Email us with your handle and the dates, and if the activity is there we can restore the days. We do not restore days that were genuinely missed — a streak that survives anything is not worth having.

Someone is cheating in my challenge

Email us with the challenge name and who you mean. Scores are calculated on our side from connected activity data rather than entered by hand, so most suspicion turns out to be a sync quirk — but if something is genuinely wrong we can see it in the underlying record, and we act on it.

Someone is being abusive in a chat

Report the message from the chat itself — press and hold, then Report. Reported messages go to a moderator. If it is urgent or it is happening to a minor, email us directly and say so in the subject line.

I want my data, or I want my account deleted

Email us from the address on the account and say which you want. An export is everything we hold about you, in a file you can keep. Deletion starts a 30-day window before a permanent purge, so a mistaken or pressured deletion is recoverable — tell us within the month and we can stop it.

I want to cancel my subscription

Cancel it in the App Store or Google Play, under the subscription settings of your own store account. It has to be done there: the subscription is between you and the store, and we have no way to end it from our side — emailing us will not stop a renewal. Cancelling stops the next payment and you keep Trybe until the period you have already paid for runs out.

I want a refund

Subscriptions are refunded by the store, not by us — Apple and Google both handle their own billing and we never see your payment details. Ask Apple through reportaproblem.apple.com, or Google through the Play Store’s order history. Cancelling and asking for a refund are two different things, so if you want both, do both.