Support

VELOCT Help

Tracking, sensors, AI coaching, and getting unstuck

Need a hand?

Email dev@coretattva.com with your question, your device model, and a GPX export or screenshot if useful. We usually reply within 2–3 business days.

01 / GPS is drifting or dropping out

Cold-start GPS can take 30–60 seconds the first time you use VELOCT outdoors. Step away from buildings, dense canopy, and tunnels for the initial fix. Allow 'Always' (background) location so the run keeps tracking when the screen is off. On iOS, make sure Precise Location is enabled. If drift persists, check that battery saver / low-power mode is off — it often throttles GPS sample rate.

02 / Background tracking stops mid-run

Aggressive battery optimization is the usual cause. Disable battery optimization for VELOCT (Android) or set Background App Refresh to On (iOS). Avoid swiping VELOCT away from the multitasking switcher mid-run. The companion watch app helps as a redundant tracker on supported watches.

03 / My BLE heart rate strap will not pair

VELOCT scans only for Bluetooth devices advertising the Heart Rate Service (UUID 0x180D) — Polar, Wahoo, Garmin HRM, COROS POD/HR, Magene, Suunto. Make sure the strap is moistened and snug, the battery has charge, and the strap is not still paired to another app or watch. Force-close that other app, then re-scan in VELOCT.

04 / AI coach takes a long time on the first run

If you enabled the optional on-device LLM, the first response after launch warms up the model. Subsequent responses are faster. The rule-based coach runs instantly and is always available. On lower-end devices you can disable the LLM in Settings and rely on the rule-based engine, which still produces psychology-informed coaching.

05 / Voice coaching is silent

Check media volume (not ringer), make sure VELOCT has system text-to-speech access, and confirm voice coaching is enabled in Settings → Voice. If you are using Bluetooth audio, make sure the headphones are connected to your phone and not the watch. You can choose split announcements, pace warnings, and HR alerts independently.

06 / Form Lab is not detecting my running form

Form Lab uses MediaPipe BlazePose with 33 landmarks. Record from the side at hip height, capture at least 5–10 strides in the frame, and avoid backlit shots. The full body must be visible (head to feet). All processing runs on-device, so no internet is required, but resolution and stable framing make the biggest difference to gait quality.

07 / Watch companion shows wrong metrics

The watch companion syncs every 2 seconds via the platform Data Layer (Wear OS) or WatchKit (Apple Watch). If metrics drift, make sure the watch is paired with the same phone running VELOCT, both apps are up to date, and Bluetooth/Wi-Fi is enabled. Re-pairing from Settings → Watch usually resolves stale state.

08 / Cheat detection flagged a real run

Cheat detection looks for non-running motion patterns (driving, biking, treadmill without treadmill mode). False positives can happen on very slow recovery jogs or when the phone is on a moving surface. Open the run, tap Edit, and override the detection — the run will be re-classified and counted toward your training plan.

09 / Treadmill runs show no distance

Switch to Treadmill Mode before starting. VELOCT then uses cadence + a calibrated stride length (or your manual override) to estimate distance. After a session, you can fine-tune the stride length and the entire run will recompute distance and pace.

10 / Weather is not loading

Weather is the only optional outbound network call. It hits api.open-meteo.com with your approximate lat/lng — no API key, no tracking. If weather fails to load, your device is offline or the network is blocking the request. Everything else in VELOCT keeps working.

11 / On-device LLM model download stalled

The model file is large and the download is resumable + SHA-256 verified. If it stalls, switch to a stable Wi-Fi network and tap Resume in Settings → AI Coach → Model. Partial files are kept and the download continues from where it stopped. The model lives entirely on your device after download.

12 / How do I export or back up my runs?

From Privacy Dashboard → Export, you can download a full JSON backup of every run, training plan, journal entry, and preference. Individual runs can also be exported as GPX 1.1 or TCX from the run detail screen via the share sheet. There is no cloud sync — these exports are your backup.

13 / How do I delete my data?

Use Privacy Dashboard → Clear local database to wipe all runs, plans, and preferences in one tap. You can also clear individual sections (cycle data, journal, shoe inventory) separately. Uninstalling the app deletes everything permanently. Nothing exists on our side because nothing is ever transmitted.

14 / Health & motion permissions

VELOCT integrates with Apple HealthKit, Health Connect (Android 14+), or Google Fit (older Android) — all reads/writes happen locally between your phone and the platform health store. You can revoke any permission at any time without breaking core run tracking.

15 / Bug reports and feature requests

Email is the fastest way. Send a short note to dev@coretattva.com with your device model, OS version, and steps to reproduce. A GPX export of the affected run, or a screen recording, helps us debug quickly.

16 / Refunds

Refunds for paid downloads are handled by Apple and Google directly through your App Store or Play Store account. We cannot issue refunds on their behalf, but we are happy to help troubleshoot anything that is getting in the way.

17 / Still stuck?

Reach out at dev@coretattva.com and we'll get you sorted.