Track Record — Support

A game about visiting transit stations.

Reporting something that looked wrong

The most useful reports name a station and what you expected. “It turned to Surfaced before I got within half a block of Bedford Av” is worth more than a screenshot, because it can be checked against the data.

The quickest way is from inside the app: Settings → Help → Contact support. That fills in your app version, iOS version, device model, tracking mode and station count, so nobody has to ask you for your build number.

It also offers to attach a fix trace — a recording of the raw location samples the app saw. That makes a problem replayable rather than guessable. It is off by default and resets to off every time, because it is a record of where you have been. Nothing is uploaded: the file is handed to your own mail app, where you can see it before you send and remove it or cancel.

Common questions

Does my location leave my phone?

No. The app works out which station you are at on the device, and the record of where you have been stays there. The only exception is if you choose to attach a fix trace to a support email, as above — and if you never touch that toggle, your location never leaves at all.

Why does it want “Always” location?

So it can notice you reached a station while the app is closed, which is how anyone actually uses it. In that mode it watches only the stations nearest you and wakes when you reach one — it does not follow you continuously unless you press Start. “While Using” works too; you will just only collect stations with the app open.

What do my friends see?

How many stations you have collected in each mode, and the face you chose. Never which stations, never when, and never anywhere you have been. The board is friends-only: somebody has to have your invite link.

The app is using more battery than I expected

Check Settings → Background tracking. Balanced watches nearby stations and wakes on them; High keeps the GPS on and costs accordingly; Low is the cheapest. If Balanced is draining the battery, that is worth an email — it is not supposed to.

How do I delete everything?

Settings → Delete everything erases your collection, your id, your friendships and the fix trace from the phone, and deletes your rows from iCloud. If the network is down at the time, the app remembers and retries until it succeeds.

A station is missing, or in the wrong place

Worth writing in. The station data is built from each operator’s public feed, and where a feed is wrong or out of date the map inherits it — but some of it is ours to fix.