TheRouteStory

Support, designed like journey control

Help page that feels like part of product.

Account issue, broken route, missing media, export failure, privacy request. Everything starts with one clear support path and a cleaner way to explain what happened.

01Support email
3Main issue lanes
FastBetter triage
Support cockpit

Email support@theroutestory.com

Best route for account help, trip recovery, bug reports, privacy requests and missing outputs.

Best pathOne message. Full context.
  • What brokeExact action, expected result, actual result.
  • Your setupAccount email, device model, OS version, app version.
  • Helpful proofJourney name, date, screenshots, copied error text.
Email support Privacy policy
Route problems

Trip did not record right.

Use this lane when route stopped, distance looks wrong, map is incomplete, or memories did not land in right place.

  • Share trip name and date.
  • Say if GPS drift, pause, or full stop happened.
  • Attach screenshot of route if visible.
Media and exports

Travel book, film, or sync failed.

Best for missing photos, stuck uploads, route film generation issues, export trouble, and incomplete travel books.

  • Include network type and retry result.
  • Mention whether photos, videos, or output missing.
  • Share exact time problem started.
Account and privacy

Sign-in, deletion, or data request.

Best for login trouble, account recovery, correction requests, deletion requests, privacy concerns, and grievances.

  • Email from account-linked address.
  • Never send password or OTP code.
  • Describe request as clearly as possible.
Bug payload

What to include for faster fix.

Short, structured reports save back-and-forth. These three blocks cover almost every useful detail.

Device context
  • Device model and operating system version.
  • App version, if visible.
  • Whether issue affects one or multiple devices.
Journey context
  • Journey name, date and feature affected.
  • Whether problem hit route, media, sync or export.
  • Approximate time issue first appeared.
Reproduction context
  • Short step-by-step path.
  • Exact error text, copied verbatim if possible.
  • Screenshots or screen recording if available.
Before you send

Quick checks that solve common issues.

Try these first.

These checks often fix route, sync and export problems before support even needs to jump in.

  • PermissionsConfirm location, photos and notification access still enabled where needed.
  • ConnectionRetry on stable internet if sync, upload, travel-book or film generation failed.
  • VersionUpdate app, reopen it, and retry same action once.
Privacy requests

For deletion, correction or grievances, email from account-linked address. Avoid passwords and authentication codes.

Primary contact

support@theroutestory.com

FAQ

Short answers, cleaner layout.

How do I request deletion of my account or journey data?

Use in-app delete controls where available. If you need help, email support@theroutestory.com from account email and say exactly what should be deleted.

Why is my route incomplete or inaccurate?

GPS quality can drop because of terrain, tunnels, battery restrictions, low signal or permission changes. Include trip date and device details so team can review.

My travel book or route film did not generate. What now?

Retry on stable internet, then report journey name, approximate generation time and visible error. Screenshot helps a lot.

Where can I read privacy and usage terms?

See Privacy Policy for data handling and Terms & Conditions for service rules and safety guidance.