Troubleshooting

Please take a look at the FAQs below to see if these steps resolve your query.

Return to Help Center Home

(The following information refers to Carv 1. If you are having issues with Carv 2 please Contact Support)

Troubleshooting

Frequently Asked Questions

The following information refers to Carv 1. If you are having issues with Carv 2 please Contact Support.

Please get in touch with the team via the Carv App, and select 'Product Issue'. This will allow us to check the health of your Carv hardware remotely and ensure we get you the part you need as quickly as possible

We're sorry if Carv has not worked out for you for any reason. We offer hassle-free returns within 100 days of delivery of your Carv unit. Once we have received your return, we will process your refund including any Carv Pass fees that were paid upfront.

Should you wish to request a return, you are able to do so using this link.

You will be responsible for the cost of return shipping. We request that your Carv is returned in the original packaging if possible.

Once your return is received we will send you an email to notify you that we have received your returned item. It may take up to 14 days to receive the confirmation email and to see the funds in your account.

Take a look through our FAQs below. If you can't find an answer to your question, please get in touch with the team via the Carv App.

In order to have your run added to the Ski:IQ leaderboard, you must first make 8 turns to ensure consistency and reliability in the metrics we calculate from the data collected by your Carv units.

The Internet is required to upload your data to our server, which our leaderboard data runs off. By going to
“Settings” > “Data Syncing”, you can choose whether you want your activity data to be uploaded using mobile data or only when connected to WiFi.

Your leaderboard score is Anonymous by default. If you’d like to be visible on the leaderboard, please go to the Carv app and complete the following steps:
👉 Go to the 'More' menu
👉 Go to 'Settings'
👉 Click 'Visible on leaderboard' and toggle the switch to on. The switch will be blue if it is on.

No, Carv uses bluetooth to function. All of your tracking, analysis, and coaching occurs on your phone without the internet.

Internet is required to upload your data to our server. When you connect to the Internet, you’ll appear on our leaderboards, your runs will be visible from your activity page. By going to “Settings” > “Data Syncing”, you can choose whether you want your activity data to be uploaded using mobile data or only when connected to Wifi.

No - Carv 2 learns its position automatically on your strap. You just need to keep your strap tight to stop it moving around while you ski.

This year* we’ve simplified the Carv experience, just hit the ‘Start’ button in the Ski tab and you’re ready to go!

Carv coaching comes in the form of instructive content in the app, both visual and written explanations, and real-time coaching with tips.

You can personalise your Audio Coaching experience based on what feedback you’d like to receive.

Ski:IQ Only
- You’ll get your Ski:IQ read out to you when you stop skiing.

Ski:IQ & Tips
- Our default mode. Hear your Ski:IQ when you stop skiing, and feedback on the runs. We’ll automatically assign you a focus area based on your skiing so far, but you can change this if you’d like to switch your skiing focus to something else.

Active Coach
- You’ll get real time feedback, Ski:IQ and achievements with a target that adapts to your skiing every 10 turns.

Monitor
- Hear your score for every turn in real-time for your chosen metric.

Custom
- Want to hear something different? If you’d like to personalise your coaching further, you can use our custom settings.

Skiing with friends or family? You can turn off Audio Feedback altogether and check out your data on the lift, at the end of the day, or whenever suits you.

* These features will be available in the Carv app beginning November 5th 2024

Help with Hardware

The following information refers to Carv 1. If you are having issues with Carv 2 please Contact Support.

If you are experiencing problems with Carv, please start by seeing if the following steps resolve your issue:

  1. Make sure you are running the latest version of the Carv app and download the update if necessary

  2. Check that you have downloaded the latest software update for your phone

  3. Firm close the app and restart it

  4. Restart your phone

If you have tried the above steps and are still experiencing problems please look for your specific issue in our Battery Pack Troubleshooting article, and follow the suggested steps.

When calibrated, the insert shown on the setup screen will point up when your Carv insert is pointing towards magnetic north.


As we use relative motion sensing, the initial direction that your inserts are pointing on the motion page is not important. If your inserts are pointing in different directions, this should not be a cause for concern.

However, if you are concerned about the motion calibration of your inserts, you can re-calibrate them at any time. For a reminder of how to do this see our article on Insert Calibration & Troubleshooting.

The human body can sometimes act as a source of interference for bluetooth signals. If your Battery Packs are frequently disconnecting from your phone, we recommend you try moving your phone to a different pocket so that it has a clear line of sight to the Battery Packs. For example, we suggest carrying your phone in a front chest pocket and having the Battery Packs at the 10 o’clock and 2 o’clock positions on your boots.

For help on how to fix this issue please see our Battery Pack Troubleshooting article

If the force sensor dots are lighting up sporadically in multiple colours rather than in areas where force is applied on the insert, you should reset your force calibration to zero and then re-calibrate your inserts.

For a reminder of how to do this see our article on Insert Calibration & Troubleshooting

Both inserts must be connected fully to detect turns. Please check that your cables are fully plugged into the Battery Packs, and that on the set-up page the outline of both your inserts is filled in black with the Carv logo, which indicates successful connection.

If you are still having issues, try re-calibrating the force and motion of your inserts.

Insert Calibration & Troubleshooting

Help with the Carv App

The following information refers to Carv 1. If you are having issues with Carv 2 please Contact Support.

If you are experiencing problems with your Carv app, please start by seeing if the following steps resolve your issue:

  1. Make sure you are running the latest version of the Carv app and download the update if necessary

  2. Check that you have downloaded the latest software update for your phone

  3. Firm close the app and restart it

  4. Restart your phone

If you are still experiencing problems please look for your specific issue below and follow the troubleshooting steps.

Force close and reopen the app twice, whilst connected to a strong WiFi connection, to trigger a resync of your data.

If your runs are not syncing try refreshing your activity page by swiping down from the top. Make sure you are either connected to mobile data or Wifi as an internet connection is required for syncing.

If you are connected to mobile data but are still having issues, you may need to change your data syncing settings.

To do this, select the three dots in the bottom right-hand corner of your app screen. Scroll down and select “Settings”. Look at the “Data syncing” tab. If this is showing “Wifi only” you will need to be connected to Wifi or to change your settings to “Mobile & Wifi” in order for your runs to sync.

We are sorry to hear that you're having trouble with your audio! Please try the following:

1. Update to the latest version of the Carv app.
2. Disconnect from any headphones, and pair to your trackers.
3. Ensure 'Audio Feedback' is toggled on
4. Turn your volume up to loud and start a ski session.
Can you hear the intro? It will sound something like 'Hey [Name]...'

If you can hear Audio when you’re not using headphones, but not when you are using headphones, then your headphones may be the issue.

If you cannot hear this Audio and you are using an Android device, please follow the steps below to see if you have text-to-speech installed on your phone.

1. Open your device settings.
2. In the search bar, type "Text."
3. Select "Text-to-speech output."
4. Check if "Google Text-to-Speech Engine" is listed and selectable.
5. If it's not there, go to the Google Play Store.
6. Search for "Google Text to Speech" and install it.
7. Once installed, go back to your device settings.
8. Repeat steps 1-3.
9. Select "Google Text-to-Speech Engine."

If your phone language isn't English, make sure to select "English" as the language.

If these steps do not help, please Contact Support via the Carv App

Android Help

The following information refers to Carv 1. If you are having issues with Carv 2 please Contact Support.

If you are experiencing problems with an Android device and Carv, please start by seeing if the following steps resolve your issue:

  1. Make sure you are running the latest version of the Carv app and download the update if necessary

  2. Check that you have downloaded the latest software update for your phone

  3. Firm close the app and restart it

  4. Restart your phone

If you are still experiencing problems please look for your specific Android issue below and follow the suggested troubleshooting steps.

iOS

Carv requires a minimum of iOS 16 or higher, though we always recommend that you use the latest version of iOS.

Android


Carv requires a minimum of Android 9.0 to run, and your phone must support Bluetooth 4.2.

Your device must have Google Play services installed. To read more about android compatibility please see our in depth article here.

Please ensure the trackers are fully charged and that you have switched on bluetooth. You should be pairing the trackers through the app rather than directly via bluetooth in your settings.

If the app still isn’t pairing with the Battery Packs, please try the following:

  • Place the Battery Packs on charge

  • Open the Carv app, place the phone directly on top the charging tracker, and press “Pair”

Another common solution to bluetooth issues is to clear your bluetooth and cache data, read our article on how to do this here.

If you are experiencing bluetooth disconnections on your android device or see a "GATT" error while updating your Battery Pack firmware, as a first step follow this support article:

How to Clear Bluetooth Cache


If this doesn't work, please get in touch with our customer success team who will be able to assist you.


There's a few reasons why Carv may be unable to detect runs:

1) Your phones battery optimisation settings are causing the app to be killed when your phone is locked.

On certain phones, we recommend locking your Carv app while recording ski sessions to prevent the app from being automatically closed while running in the background.

On all phones we recommend setting the Carv app on your device to 'not optimise for battery'.

For battery optimisation and app locking guidance for specific models, please see:

Battery Optimisation & App Locking


2) Your device may not be able to keep up with the rate of data transmission from the Carv sensors.

Some lower-end Android devices aren't able to handle the data we send from the sensors 20 times a second. This causes a delay or lag in the data being received by the phone and consequently can cause skiing or runs not to be detected.

For more information on this issue please see this support article:

Android Data Transmission Rate Support


3) You may have a hardware issue

To check whether you have a hardware issue, please Contact Support via the Carv App quoting a 'Product Issue' so we can help you as quickly as possible and review your session data.

Carv relies heavily on GPS in order to function effectively. Make sure that Carv is allowed to use your location when you are using the app. You can do this by going to “Settings” > “Apps” > “Carv” > Permissions > “Toggle Location ON”.


For further steps you can perform to fix this issue, please see our article below:

Debugging GPS

Contact us

CARV APP

The fastest way for us to help you is through the Carv App. From here we can help you with any questions or issues you have by reviewing your session data and providing troubleshooting steps directly in the App.


LIVE CHAT

Alternatively get in touch with us via Live Chat below. Our team are online 9:00am - 11:00pm GMT (4:00am - 6:00pm EST), Monday-Sunday.

Click here to chat with the team

EMAIL

For purchase or product assistance, please contact us through the app as it allows us to support you more efficiently.

If you would prefer to email: support@getcarv.com

For business and partner enquiries: partner@getcarv.com

For career and application queries: join@getcarv.com

PHONE

United Kingdom

+44 (0) 20 4571 9678

9:00am - 11:00pm (GMT), Mon-Sun

United States

+1 239 366 2909

4:00am - 6:00pm (EST), Mon-Sun

Loved by every level of skier

  • “One of the best investments to improve my skiing I ever made.”

    Randy Babcock

    National Ski Patroller

  • “I got accurate feedback. The same type of coaching my coach would give. I was blown away.”

    Jeremy Bloom

    3x World Champion, 2X Olympian

  • “It did exactly what it said it would do. It has the potential of really educating people on what great skiing is.”

    Jonathan Ballou

    PSIA Alpine Examiner

  • “I could see my skiing improving in only a few hours.”

    Natalya Paul

    Stuff Magazine

  • “Carv shows the truth about how I stand and move vs how I think I move on skis.”

    Michael Rogan

    Head Coach, Pro Ski Instructors of America Demo Team

  • “It was the best purchase I have made in a long time.”

    Jonathon Parton

    Carv customer

  • “Best trainer ever. I learnt more in 1 hour than in one week with a real person. Can't wait for next winter.”

    Christian Müller

    Carv customer

  • “People with me commented on how much better I was skiing”

    Paula C

    Carv customer

  • “Carv was exactly what I was waiting for - instant feedback on my ski technique, and now I really understand the sensation of carving and how to improve.”

    Ruth Louise

    Verified Carv user

  • “Carv brings a new perspective to skiing. The pressure sensors allow you to see exactly what's going on. It really works!”

    Filip Filisar

    Olympian, Ski Cross World Champion

  • “I highly recommend CARV to anyone who wants to improve their skiing technique whilst hurtling down a snowy mountain every year.”

    Patricia Montgomery

    Carv customer

  • “A great and unique tool for any reasonably serious skier.”

    Richard Salzedo

    Carv customer

  • “It's something that not only can help the best racers in the world improve their time by the 1/100th of a second that matter but it can help a whole range of people ski better.”

    Alex Hoye

    Founder, Faction Skis

  • “It visualised a lot of things that you cannot see in the video. It's definitely next level!”

    Luka Krajnc

    Head coach, Slovenian Ski Cross Team

  • “The whole concept of CARV is mind blowing. Amazing!!”

    John McQuaid

    Carv customer

  • “When I tested Carv, it was constantly analysing my form and reminded me to correct some of my old habits that had resurfaced!”

    Dominic Haffner

    Co-Founder, Unique Skis

  • “It’s not just what you can see, film, or even how the athlete feels. With Carv you actually know what’s happening.”

    Jernej Koblar

    3 Time Olympian, Alpine Skier

  • “The first week of use blew me away. The improvement (noted by my wife) was tremendous”

    Justin

    Carv customer

  • “Fantastic bit of kit - especially for intermediate skiers”

    Christopher Kenny

    Carv customer

  • “I found it useful for pinpointing weaknesses and easily and instantly know I was improving.”

    Xaghra R

    Carv customer

  • “A great way for skiers of any level to improve their technique”

    John

    Carv customer

  • “Instead of not understanding where the problems are coming from, it will be instant.”

    Denis O’Brien

    FFS National Ski Instructors Premier Degree France