Contact AllTrails Support

by Euphorbia Monstrose

I am a generally happy all rails pro subscriber - it’s made my COVID-inspired outdoorsiness possible! But the new UI is ...oh, not good. I loved the simple Record button. Now when I manage to find the button through Navigate (which is not the right word! I’m not navigating, just starting to walk from wherever I am and want the app to capture it), and press Pause, doesn’t leave it paused. .The old version often stopped my recording when I only wanted to pause - and I couldn’t get back in and tell it Nope, so I would end up with two hikes split up because I couldn’t opt to continue where I left off. But,the new design is worse, because not only is it completely unintuitive to even find the button to start a recording, now if you don’t press and *hold* to stop/save, and simply hit pause (perhaps because you don’t care if you save the recording), it just seems to keep recording. So I wound up with a ~80mi hike the other day because it captured my entire drive for the day after I had thought I stopped the recording, and the walk itself was maybe half a mile. So now I had to delete the entire hike, which is not a huge deal but now my iPhone health app thinks I was some kind of superwoman for a single day and will forever compare me to it, unfavorably.
I love this app. But please get some more experienced ux folks to review these designs.

by Aramiamo

I have been using AllTrails for quite a while, let me makes this clear, this was my 5 star app to go with all the time! And still is, BUT! There was an issue popping up on my app, I tried to figure it out myself, didn’t work. Then reached out to the support, they told me there was no issue and everything looked great on their side! (Felt like they were blaming me) so after too many back and forth emails finally we decided to screen record the steps I was taking on the app from beginning to the end (because they thought that was me rather than the app), they finally believed me and accepted there was an issue! Phew! They wanted me to delete the app (actually I was the one who asked them if I should) and they were like: oh yeah! You have not done that yet??? So I did, and dowloaded it again, it temporarily fixed the issue! But deleted some of my saved hikes and folders, and duplicated some others at least 20-30 times, but all empty! Then I thought that was my phone being old and glitchy (iPhone 8 plus, with no technical or any other issues) so I switched to iPhone 13 pro Max! Guess what, that issue still accruing ! Oh and I am a PRO subscriber as well… so now I dont know where to get help from. Apparently AllTrails has only one person who is responding to these kind of issues, and I think we are done!

by MH-PAC

My overall impressions of the app have been good, however, since the most recent update, there seems to be a glitch with automatic syncing. I use my Garmin watch to track activity and it is automatically synced to Alltrails. Alltrails is consistently adding an extra mile to each hike from what is tracked in Garmin. If Garmin Connect tells me I’ve hiked 8 miles, Alltrails lists it as 9 miles. This has only been an issue since the new update; everything matched prior. This has been incredibly annoying since the mileage is not accurate. I’ve been uploading the GPX files but also new, Alltrails is not recognizing the time and pace info (even though I’ve previously uploaded GPX files with that info). I contacted Alltrails but they didn’t have much have an answer. Rep mentioned Alltrails uses “smoothing” but it doesn’t make sense that “smoothing” would add distance. Is anyone else having this issue? Hope it gets fixed, but it makes me less inclined to use Alltrails to track hikes.

Update: AllTrails “addressed” my issue but ended up completely missing the point. They wrote that our phones have “noise” but my issue is AllTrails is incorrectly and randomly adds distance to my Garmin synced files. Why would they add distance to a synced file? That seems to be an issue with their app specifically.