We're Here to Help

Get support, find answers, and troubleshoot issues with Velarify

Contact Support

Need assistance? Reach out to our support team

📧

Email Support

For technical issues, feature requests, or general inquiries, email us at:

support@velarify.com

We typically respond within 24-48 hours during business days.

Troubleshooting Guides

Common issues and solutions

Trainer Connection Issues

Problem: Can't connect to your smart trainer

Solutions:

  • Ensure trainer is powered on and fully booted
  • Check Bluetooth is enabled on your device
  • Close other apps using the trainer
  • Move device closer to trainer (within 3-5 feet)
  • Restart both Velarify and the trainer
  • Update trainer firmware if available

More details in FAQ →

Music Playback Problems

Problem: Music not playing during workouts

Solutions:

  • Check Spotify connection in Settings > Music
  • Ensure Spotify Premium subscription is active
  • Verify music permissions are granted
  • Check device volume and audio output settings
  • Reconnect Spotify account if needed
  • For local files, verify file format is supported

Workout Export Issues

Problem: Can't export workouts to Strava

Solutions:

  • Verify Strava connection in Settings > Integrations
  • Re-authorize Strava connection if expired
  • Check internet connection
  • Ensure workout data was recorded correctly
  • Try exporting again after a few minutes
  • Check Strava API status if issues persist

Learn about Strava integration →

Performance Issues

Problem: App is slow or crashes during workouts

Solutions:

  • Update to the latest version of Velarify
  • Check device meets minimum requirements
  • Close other resource-intensive applications
  • Clear app cache or reinstall
  • Update device operating system
  • Check available storage space

Workout Data Missing

Problem: Workout data not saving or appearing

Solutions:

  • Ensure workout was completed (not cancelled)
  • Check workout history filter settings
  • Verify app has storage permissions
  • Check device storage space
  • Sync devices if using multiple platforms
  • Review app logs in Settings > Diagnostics

Installation Problems

Problem: Can't install or update Velarify

Solutions:

  • Verify device meets system requirements
  • Check available storage space
  • Disable antivirus temporarily (Windows)
  • Run installer as administrator (Windows)
  • Check system security settings (macOS)
  • Download installer from official source only

Installation guide →

Getting Started

New to Velarify? Start here

1️⃣

Install Velarify

Download and install Velarify on your preferred platform. Follow the setup wizard to create your profile and configure initial settings.

2️⃣

Connect Your Trainer

Pair your smart trainer with Velarify using Bluetooth or ANT+. Make sure your trainer is powered on and in pairing mode.

3️⃣

Set Up Music

Connect your Spotify account or import your music library. Velarify will analyze your music for intelligent workout matching.

4️⃣

Create Your First Workout

Use the Workout Creator to design a custom workout, or browse the workout library for pre-made training sessions.

5️⃣

Connect Strava

Link your Strava account to export workouts and track your training progress. Optional but recommended for comprehensive training logs.

6️⃣

Start Training

Launch a workout and let Velarify guide you through your training session with intelligent music matching and real-time coaching.

Additional Resources

Learn more about Velarify features and capabilities

Frequently Asked Questions

Find answers to common questions about Velarify, installation, features, and integrations.

View FAQ

Workout Guides

Learn how to create effective workouts, use climb simulation, and optimize your training with Velarify.

Available in the app under Settings > Help > Guides

Diagnostics

Access detailed diagnostic information, logs, and system status from within the Velarify app.

Navigate to Settings > Diagnostics in the app