Troubleshooting

Frequently Asked Questions

If you need to make a change tp your Carv account please contact our team on the Carv App, or head to our contact page.

Please provide us with as many details as possible about what you would like to change, so that we can make the changes for you as quickly as possible.

Please see our warranty policy here.

If you think your device is under warranty, please get in touch with us and we will help to diagnose the correct part that needs replacing. If possible please contact us via the Carv App, as this is the quickest way for us to troubleshoot your session data and get you back up and running.

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, for which we will offer a full refund including any membership fees that were paid upfront.

You can request either to return your Carv unit, or to exchange it for a different size by filling out this form.

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.

If you have lost or need new charging cables for your trackers, please use the link below to buy a replacement here.

Please read the information on the page below to see if your issue is covered.

If you have still been unable to troubleshoot your issue then please contact us via the Carv App. This is usually the fastest way for us to diagnose the issue, we can review your session data and provide troubleshooting steps directly within the App for you.

Issues with Hardware

If you are experiencing problems with your Carv unit, 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 in our Tracker 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 trackers 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 trackers. For example, we suggest carrying your phone in a front chest pocket and having the trackers at the 10 o’clock and 2 o’clock positions on your boots.

For help on how to fix this issue please see our Tracker 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.

To do this, select the three dots at the top right-hand corner of the force calibration page and then press “Zero motion”. You can 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 trackers and that the outline of your inserts on the Carv app 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

Issues with the Carv App

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.

If your runs are not syncing try refreshing your activity page. 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.

If you are not receiving audio feedback please check that you are recording on a skiing mode that offers this. “Free ski” mode will only give you audio feedback at the end of your run whereas “Training” and “Monitor” mode provide feedback as you ski.

If you are on a mode that does provide audio feedback, you will need to make at least 5 turns before this will begin to allow Carv to detect your skiing. Please also ensure that the volume on your phone or headphones is up!

If you are running Carv on an iPhone, please try changing the voice of Carv in Settings.

If you are using Bluetooth headphones and multiple devices are connected to your phone via Bluetooth, you may need to disconnect some of these. This is to avoid a Bluetooth overload, which reduces the capacity for products to perform as expected.

On an Android device you can test your audio by selecting the three dots in the bottom right hand corner of your screen, followed by “Settings” and then selecting “Speech to text”. If you cannot hear this audio, please contact the team on the Carv App to get help.

Android Issues

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.

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 trackers, please try the following:

  • Place the trackers 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 tracker 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 whitelisting the Carv app on your device to 'not optimise for battery'.

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

Battery Whitelist & 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

Issues with your hardware such as cable damage can stop data getting from the Carv sensors to your phone. This will result in no runs or skiing being detected.

To check whether you have a hardware issue, please read the articles above on Issues with Hardware, if this still has not resolved the problem contact our customer success team via the Carv App 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 agents work from 9am-10:30pm GMT (9am - 5:30pm ET and 9am - 2:30pm PST), 7 days a week.

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 3286 6644
9am - 10:30pm (GMT), 7 days a week

United States
+1 917 675 3184
9am - 5:30pm (ET) and 9am - 2:30pm (PST), 7 days a week

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