Support
Do you have a problem with Grade or a question? Write to us: the message already starts with the information we need, you just fill in the lines.
Or write directly to info@sofapps.it.
Before you write
The trainer won't connect. Grade works with Bluetooth FTMS trainers and smart bikes. A trainer accepts commands from one app at a time: close any other apps that use it, including the manufacturer's, and try again. Also check that Grade has permission to use Bluetooth, in the device settings.
The gradient doesn't change. Some trainers can't simulate gradient. In that case Grade says so and commands the resistance instead.
The data doesn't arrive on the other device. Check that the two devices use the same iCloud account and that syncing is on in Settings → iCloud. The first sync can take a few minutes.
Health isn't receiving your rides. Automatic sending is off by default, and is turned on in Settings → Apple Health. You can always send a ride by hand from its detail page. Also check Grade's permissions in Health's privacy settings.
Grade PRO doesn't show as purchased on a new device. Use “Restore purchases”. Refunds are handled by Apple: the request is made at reportaproblem.apple.com.
You want to delete everything. In Settings, “Delete all data” removes the data from the device and from your iCloud.
The technical log
If the problem concerns the trainer or the sensors, the technical log helps us understand what happened. You prepare it in Settings → Diagnostics → “Prepare log export”, and attach it to the email. It contains the messages exchanged with the trainer and sensors and some technical information about the app and the ride archive: feel free to look at it before sending it.