Fix Common Problems

Start here when something doesn't work the way you expect. If your problem isn't listed, contact us.

A Rider Shows as a Hollow Dot or "Last Seen"

A rider's dot turns hollow when their last position is more than a minute old, and shows No Signal with a dashed grey ring after about 3 minutes. A sharing phone checks in at least every 15 seconds while it has service, so this usually means that rider lost service.

If everyone suddenly shows as last seen, it's probably your phone. After about 35 seconds without hearing from the server, Ride Mode shows No Service. Riders Show Where They Were Last Seen. It doesn't mark the others as lost because of your own dropout.

See Share Your Location.

My Group Can't See Me With My Phone Locked

1. Open your iPhone's Settings > OnMyLead > Location.
2. Choose Always.
3. Open Ride Mode again. If your share is still running, it picks back up.

On Android, check that the Sharing Your Location notification is showing while you share. If it isn't, open Ride Mode again to restart it. If your phone has a battery saver that closes apps, set OnMyLead's battery use to Unrestricted in Settings > Apps > OnMyLead > Battery.

Closing Ride Mode or locking your phone doesn't stop sharing. Sharing ends when your timer runs out, the ride ends, you leave the ride, or you tap Stop.

I Tapped a Status Button With No Signal

It waits on your phone as Waiting for Signal and sends by itself as soon as you have service, stamped with the time you tapped it. You can tap Retry Now or Cancel. See Status Buttons.

I'm Not Getting Alerts

1. Check that notifications are allowed for OnMyLead in your iPhone's Settings > Notifications > OnMyLead.
2. In the app, open You and check your notification settings, including quiet hours.

On Android, check Settings > Apps > OnMyLead > Notifications, including the Rider Alerts, Ride Chat and Ride Updates categories.

Need Help and EMERGENCY alerts from your group always come through, even in quiet hours, as long as iPhone notifications are allowed for OnMyLead.

Part of My Route Is a Straight Line

The route builder follows mapped trails. It draws a straight line when no mapped trail joins two points, when the points are very far apart, or when you had no signal and that trail data wasn't saved on your phone. Add a point on the trail or zoom in, or use Straight Line for unmapped ground. See Draw a Route.

I Turned On Trails but See No Lines

Zoom in. Forest Service and BLM lines appear from about zoom level 9 (Zoom In to See Trails), and smaller park and local tracks need you to zoom in further (Zoom In for Park and Local Trails). The website shows fewer trail layers than the app. See Map Layers.

My Offline Map Download Stopped

Closing the app pauses a running download. Open You > Offline Maps and tap Resume, or Finish if some pieces are missing. If the area says Too big for one download, zoom in so the frame covers less. See Offline Maps.

I Don't See a Fuel Check on My Ride

The fuel check needs miles to check against (a saved route or Route Length (Miles)) and a machine in your Garage with Tank (gal) and Miles per Gallon filled in. If you have more than one machine, pick yours under Bringing on the ride. See Fuel Range.

My Password Reset Link Says It Has Expired

Reset links work once and expire. Tap Back to Sign In, ask for a new link, and open it on the same iPhone. See Sign In.

The Starlink Page Can't Reach My Dish

Your iPhone has to be on the Starlink Wi-Fi, and OnMyLead needs Local Network access (Settings > OnMyLead). The page tries again every 10 seconds. It doesn't work on the website. See Starlink.