For a question, a bug or a suggestion, email Christian Casariego at contact@xplo-outdoor.ch. Include your XPLO version, iPhone model, iOS version and what you were trying to do. A short set of steps and a screenshot often help more than a large export of your activity history.
Provider: Christian Casariego, Hardstrasse 24, Embrach, Switzerland.
Before removing or reinstalling XPLO
Export important activities and routes first. The current release stores your library locally and excludes sensitive library files from device backups. Reinstalling is not a routine troubleshooting step: it can remove records that are not stored anywhere else. Support cannot recover a local library from an XPLO server.
Purchase or trial access
Use Restore purchases in the app while signed into the Apple Account used for the purchase. A restore can require an internet connection. The 30-day trial starts from its original activation and does not automatically turn into a paid subscription. A lifetime unlock is a separate purchase confirmed by Apple.
If access still looks wrong, send the displayed error and app version. Do not email payment-card details or Apple Account credentials. Apple processes payments and eligible refunds through Report a Problem.
Maps or downloaded areas
Check the selected map layer and internet connection. Offline coverage depends on the area, source and zoom levels downloaded; it does not include every service used by route planning, weather or mountain information. Before a trip, open the area and the detail you need with connectivity disabled, and keep an independent navigation option.
When reporting a map issue, include the map layer, approximate area and whether you were online or using a downloaded pack. You do not need to send a track showing your home or a private address.
Mountain views look misaligned
Confirm that XPLO has location and motion access, let the location settle outdoors, and keep the phone away from magnetic mounts or other interference. Compass, GPS and altitude accuracy affect alignment. Include the selected AR, 3D or panorama mode and a screenshot when reporting a problem. Mountain identification is a visual aid, not a safety assessment of the terrain.
Health, Watch and sensors
Review Health access in Apple Health and import options in XPLO's You settings. Reading workouts and writing saved workouts are separate permissions. For Watch transfers, check the paired-device connection and allow a pending transfer to complete. For a Bluetooth sensor, check its battery and pairing state before reconnecting.
Describe the missing workout or measurement without including sensitive Health records. Revoking a permission does not remove a copy that has already been saved; manage that copy in the app where it is stored.
Diagnostic reports are your choice
XPLO keeps a limited diagnostic history locally. If a report is useful, preview it before sharing and send only what you are comfortable sending. There is no need to include a complete route library to report an interface or loading problem. The privacy policy explains how support messages and shared reports are handled.
Privacy and security questions
Use the same email address for privacy requests. For a suspected vulnerability, use the subject “XPLO security report” and follow the guidance on our data security page. Support email is not monitored as an emergency channel; contact the appropriate local emergency services when urgent help is needed outdoors.