issue accessing account in Android 7.0 update

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16 comments

  • Official comment
    Avatar
    Ashli Baldwin

    Folks, I'm going to close this thread to further comments. Here's why:

    1. There was an issue where some existing users weren't getting their free subscription, but it is fixed now we're sorry to anyone who experienced interrupted service.
    2. There was also an issue skipping login - if you update to the most recent version of the app, this is fixed as well.
    3. I have requested that anyone still experiencing an issue send me an email, but am still seeing a lot of new posts here.

      Whatever issue you might be experiencing, I can address it much faster if you send me an email to support@gaiagps.com.

    4. I think this thread is confusing people, who are experiencing different issues, or maybe no issues.

    To summarize, I've sorted out the issues for everyone's account in this thread. If you come across this thread and are experiencing an issue, send me an email so I can fix it.

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  • Avatar
    Ashli Baldwin

    Hi Curtis,

    I'm sorry for the confusion. I think you're referring to the recent Android update where we switched to a subscription model instead of a one-time purchase?

    If you already purchased the app, you should have the same level of access without having to pay again.

    If you're having trouble with that, can you please try updating the app once more? We released a small update yesterday that I think should fix the issue you're experiencing. 

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  • Avatar
    glennz

    Ashli - I was out hiking today and wasn't able to open Gaia when I really needed it. It was asking me to sign up! I couldn't get into it all, not an ideal time for it to ask me to sign up when I've already paid for it. Now that I'm back home with an internet connection, it opens for me, so apparently this happens when it's offline. It I go into airplane mode, it won't open. I'm on Android v7.0.1.

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    BoyanaNorris

    I was in the middle of a hike and off trail when GaiaGPS decided that I no longer should see the maps (yes I had purchased the app many months ago). This was as close to extortion as an app has gotten in my experience -- I was forced to subscribe so that I could continue my current trip! I am canceling my subscription as soon as I can and uninstalling this app -- there are others out there that would not decide to fail quite so spectacularly, I was lucky there was reception on this trip, usually there isn't.

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  • Avatar
    Ashli Baldwin

    @glennz,

    I'm sorry for the trouble with that! There should be an option to Skip login so that you aren't locked out. Also, it seems there was an error adding the free legacy subscription to your account. I've added it now! 

    If you open up the app again, everything should work as expected.

    After verifying that everything works online, can you go into airplane mode and make sure everything works okay now?

     

    @BoyanaNorris

    I'm sorry you had a bad experience. It looks like your account had a similar issue to glennz, and I've corrected it now. 

    I've also sent you a refund for the subscription you had to purchase.

    ----

    If I can help anyone any further with similar issues, just shoot me a message to support@gaiagps.com and ask for Ashli. I'll get it straightened out right away. 

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    BoyanaNorris

    Thanks for the refund. I did have a paper map and I can find my position with google maps easily enough, but it was still disappointing to have no access to any feature at all without any warning.

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    glennz

    Thanks, I can get start it in airplane mode now.

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    VirginiaMatthys

    Help, me too. I am leaving for a backcountry ski trip this morning. My account says I have no subscription, but I only purchased this app a few months ago for $20.  Who do I contact?? Really frustrating 😞

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    Ashli Baldwin

    Hi VirginiaMatthys, I think I helped you out via email -let me know if you need anything else!

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    sag5066

    I bought the app on Android but never made an account. Can I link them, is there a difference? I'm having trouble understanding what I'm supposed to do.

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    Ashli Baldwin

    sag5066 - you shouldn't have to do anything -- if you're having trouble can you send me an email?

    By the way, it looks like you signed up for an account on our website. You can log into the app with the same account.

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    rottwielerdude

    I had a paid membership and now it says I no longer have 1I need to know what is going on and why I even paid for your services if you're gonna just kick me out and make me have a free subscription anyway

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    rottwielerdude

    The most disappointing thing of it all is I bought a tablet Just for this service  I only received it to day But now you guys are being like this I don't even want to have anything to do with you I'm going to be returning my $300 tablet and never be a customer of you guys again

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    Ashli Baldwin

    Hi rottwielerdude,

    I'll send you an email to get your membership status sorted out. 

     

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    EzraFarber

    Haha the exact same thing happened to me... Only opened up the app and discovered it wouldn't let me use it without subscription when I was half a mile off trail into the woods.

    Not a great way to roll this out. Fortunately I didn't get lost but it was still disappointing.

    Why is there no option to skip login? And how can I get in?

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  • Avatar
    Ashli Baldwin

    Ezra,

    There was a bug, where the skip login option wasn't appearing when the was no internet connection. It should be fixed now in the latest update available on the Google Play Store.

    If you update and/or force close/re-open the app, you should be able to get in. 

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