Support
Most questions are about why a run scored the way it did. Those answers are below. Anything else, write to us — a person reads it.
Why wasn't my run ranked?
The result screen always says which reason applies:
- Flying start — you crossed the start line already at speed. A run-up is free pace against someone launching from the line, so the run is scored and shown but not ranked. Roll up slowly and it ranks.
- Left the course — the drive deviated from the course geometry.
- Not verified — something in the sensor data could not be confirmed. This is not an accusation; unverifiable runs are kept and scored, they simply cannot be compared.
Why is my smoothness low when I felt smooth?
Smoothness is measured from the phone's accelerometer and gyroscope, so a loose mount reads as harshness that your hands never felt. A rigid mount is the single biggest improvement most drivers can make.
My run didn't upload
It is not lost. Runs are written to the phone before any network call and stay there until the server confirms it has them. Sign in, or get back online, and the queue flushes on its own.
Ghosts
A ghost is a progress-versus-time curve, not a GPS trace — racing one never reveals anyone's route. Control who can race yours in Profile → Privacy: everyone, friends only, or nobody.
Subscriptions
Manage or cancel Smooooth Pro in your Apple ID settings (Settings → your name → Subscriptions). We cannot cancel or refund on your behalf — Apple owns that relationship. If you paid and the app still shows Free, open Profile → Restore purchases.
Deleting your account
Profile → Delete account. It is immediate, it removes everything, and it cannot be undone. No email required.
Reporting a dangerous course
If a course sends drivers somewhere unsafe, tell us and we will remove it. Include the course name and what is wrong: support@smoooothoperator.com