Support

We usually reply within 2 business days.

Email us at trandinhthang99.hy@gmail.com with your phone model, Android version and a short description of the problem. For GPS issues, the diagnostics log in Settings can be exported and attached.

My route is missing or has gaps

Allow precise location and keep notifications enabled. Wait for the GPS indicator to turn good before tapping Start, and start outdoors. On some phones (Xiaomi, Samsung, Oppo, Huawei and others) battery optimization can stop recording: set Pacely to Unrestricted battery use in Android settings. If the app is closed unexpectedly, reopen it to recover the session.

Distance or pace looks wrong

GPS can drift near tall buildings, trees and tunnels. Turn off battery-saver mode for more frequent fixes. You can edit an activity or remove bad points (Premium) afterwards.

Recording stops when the screen is off

Check the persistent Pacely notification is allowed and that battery use is unrestricted. Pacely only records after you tap Start with the app open and does not use background location.

Connecting a heart-rate strap

Turn Bluetooth on, allow Nearby devices, wake the strap (moisten the electrodes) and pair it from Tools → Heart-rate devices. Only standard Bluetooth heart-rate straps are supported.

Health Connect, GPX and TCX

Open Tools → Health Connect to grant or change access. Import GPX/TCX from Tools → Import, and export from an activity or Tools → Export data. Sharing uses Android's share sheet.

Backup and restore

Premium: Settings → Backup saves to the hidden app-data folder of your own Google Drive and restores on a new phone with the same Google account.

Maps do not load

Map tiles need an internet connection. Try another map style (Standard, Topographic, Satellite). Recording still works offline.

Premium, restore and cancel

Free: unlimited recording, history, basic stats, goals, one training plan, Health Connect and GPX export.
Restore: Settings → Restore purchases (same Google account).
Cancel: Google Play → Profile → Payments & subscriptions → Subscriptions → Pacely. Lifetime is a one-time purchase.