Support

A real person reads every email. Usually a reply within a day.

Drives aren't recording at all

Nine times out of ten this is the location permission. DropLane needs Always, not "While Using the App" — with anything less, iOS stops the app the moment you put the phone down, which is exactly when you start driving.

Check iPhone Settings → DropLane → Location, and set it to Always. While you're there, leave Precise Location on: without it, iOS gives the app a rough position that isn't good enough to measure a road.

The start of a drive is missing

Your phone doesn't wake the app the instant the wheels turn. DropLane rings the spot where you parked so it notices you leaving within a street or two, and it credits the distance back to where you set off from. If you are still seeing a chunk missing from the start, tell us roughly where and when — that detail is what makes it fixable.

A drive is short, or split into two

Long stops split a journey: stop for more than about fifteen minutes and the next stretch is saved as a separate drive. Both still count, and you can merge or edit them on the Days screen. Tunnels, underground car parks and areas with no signal can also cost a stretch — the app fills gaps where it safely can, but it will not invent miles it cannot stand behind.

A walk or a passenger trip got recorded

It shouldn't — the app checks how fast the ground is moving before it starts recording, so walking pace never counts. If something wrong does appear, open the trip and delete it, or mark it Personal so it stays out of your work figures.

Battery

DropLane doesn't hold the GPS open all day. It waits quietly until you leave where you parked, records while you're moving, and goes back to sleep when you stop. A full shift should cost noticeably less than running a navigation app. If you're seeing heavy drain, tell us your iPhone model and iOS version.

The mileage rate looks wrong for my country

Every built-in rate is editable: Insights → Tax → the rate, and type your own. The app shows which year each rate was checked. If you find one that's out of date, we'd genuinely like to know — email us the country and the correct figure and it goes into the next update.

Changing the language

Settings → Language. There's a search box: type your language or your country — "Romania" finds Română. The app doesn't need to restart.

Subscriptions, billing and refunds

Manage or cancel in iPhone Settings → your name → Subscriptions. Billing and refunds are handled by Apple at reportaproblem.apple.com — we can't process refunds ourselves, but email us and we'll help you sort it.

Getting your records out

Days → the report card produces a PDF with your drives, routes and totals, and there's a CSV export in Settings. Both are yours to keep, with or without a subscription.

Still stuck

Write to help@droplane.co.uk. Tell us what you expected and what happened instead — and the date and rough area of the drive if it's about tracking. That's usually enough to find it.