The entire system that powers TRAILTOUR is almost 100% automatic and very simple, but there are still a few situations where things can get stuck. On the following lines you will find the ideal procedure for solving the most common problems you may encounter.

Registration

a) incorrectly entered data - if you make a mistake during registration and don't enter a club, give a wrong email, etc... unfortunately there's no simple way out and it all has to be resolved manually. The ideal procedure is to write an email to vit.knezinek@vavrys.cz where you describe your problem (e.g., this year's favorite - "I forgot to fill in the club") and your initials, name and registration email.

b) Strava connection error - usually means you don't appear in the results at all - before registration, carefully check that you are logged into YOUR/CORRECT Strava account in the browser, that you have your gender filled in and that activities are set as public. Don't change these essential Strava account parameters throughout the entire TT event. If you register but are not in the results, it usually means something went wrong when connecting to Strava. So check everything mentioned above in your profile and as a first step repeat the first registration step - Strava authorization - once the registration jumps to filling in personal data, you can close the browser. Then wait for the next results recalculation (see info on the website in the ongoing standings section). If you still don't appear in the results list, write to vit.knezinek@vavrys.cz and we'll try to figure out where the error occurred.

Recording Stage Results

If you successfully pass registration, you'll face challenges in the form of stage pairing and result loading as described below.

a) unmatched segment - GPS had a bad day, you went a bit off course, or there were sunspots... whatever the reason and your segment didn't pair, the procedure is as follows. First use the "Potential Segment Match Analysis Tool" on Strava see this guide.

You can contact Strava.com support using the chat window at this link: https://support.strava.com/hc/en-us (you must first log into your Strava account).

For minor deviations, retroactive pairing is usually not a problem and Strava resolves everything within a few days. But that doesn't end the solution to this problem. The mechanism calculating results only checks new activities in your profile for capacity reasons. Once it has gone through an activity and didn't find a stage segment on it, it checks it off and never returns to it. For this reason, a retroactively paired segment never gets into the results automatically and it's necessary to write to vit.knezinek@vavrys.cz where you state that Strava subsequently paired your segment and add a link to the specific activity on Strava that this concerns.

If Strava rejects your pairing, write me an email directly, attach the activity link and we'll try to resolve it. If you "just" went off course or GPS went wrong, we have no problem with that and we'll manually calculate the result according to elapsed time on the activity.

Unsolvable problems are missing data from the beginning or end of a stage and generally incomplete recording (accidentally stopped watch, etc.). Here we have nothing to work with and the only option is to complete the stage again. This also applies if you complete the stage in the opposite direction

Problem Resolution Speed

Please keep in mind that Trailtour is a long-term competition and results are relevant only after half a year. Together with our limited capacity that we can dedicate to this project, we have concluded that we solve problems almost always in larger batches = we gradually record everything you send us and resolution is done in bulk and occasionally. Priority goes to things related to stage accessibility, which we try to handle immediately. Before completing a stage, always check the website to see if any warning has appeared in the stage details (trail re-marking, mining, route change, ...)

If you have any problems, write directly to email and not to messenger, whatsapp, or instagram. We'll force you to forward the message by email anyway. If you write on FB on Saturday evening, there's almost 100% certainty that this message will get lost before the next working day dedicated to TT.

Very often it pays to simply wait for the next update. In quite a high percentage of cases, the problem resolves itself after the next results update. So ideally start writing an email asking for help the next day at the earliest.

Please be patient, because occasionally it can be twice a week or once every two weeks (tomorrow I'll be batch processing all requests accumulated since the beginning of TT and we'll start working through them). You don't need to worry because all changes will be reflected retrospectively, so if we add a club for you now, the club will get points for stages you've already completed, etc...

Need Help?

Check the FAQ section or contact us directly.