# 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 [at] 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](https://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.