Support

Last updated: July 16, 2026

Something not working, or a question about your trips, your car or your subscription? Write to us at edisson.mata@zyroo.app — a real person reads every message, and we usually reply within 2 business days. Below are the answers to what we get asked most.

Writing to us? Include this and we'll solve it on the first reply: your phone model and system version, the Zyroo version (Profile → bottom of the screen), the date and time of the trip in question, and a screenshot if you can. Write from the email address associated with your account.

Trips and recording

The app stopped recording in the middle of a trip

Almost always this is a permissions or battery issue:

Location permission must be “Always”, not “While Using the App”. Without it the system cuts recording off when you put your phone away or the screen locks.
Turn off battery optimization for Zyroo. On Android, aggressive power saving (and manufacturer modes on Xiaomi, Samsung, Huawei or OPPO) suspends apps in the background. On iPhone, check that Low Power Mode wasn't on.
Do not force-close the app while a trip is active (swiping it away from the app switcher). That kills recording.

My trip is stuck “processing”

When you end a trip, it is uploaded and analyzed on our servers — normally seconds, sometimes a couple of minutes for long trips. If it stays stuck for more than 15 minutes, check that you have connectivity and reopen the app. If it persists, write to us with the date and time of the trip: we can look it up and reprocess it.

I drove with no signal — did I lose the trip?

No. GPS points are saved on your device while you drive and are uploaded automatically as soon as you're back online. You don't have to do anything; just keep the app installed and open it once you have coverage.

The route on the map doesn't quite match the streets I drove

The map draws a version of your route adjusted to actual roads, for readability. That adjustment is visual only: it never affects your consumption, cost or score, which are computed from the raw GPS trace.

Consumption and score

Why doesn't the consumption match my actual refills?

Zyroo shows an estimate computed from your GPS trace and your vehicle's profile, not a reading from the car's computer (the app doesn't use an OBD dongle). It's a very useful figure for comparing trips and habits, but it isn't a measurement from the tank. Two things improve accuracy a lot: picking the exact trim of your car in the garage, and logging your refills.

My score dropped and I was just stuck in traffic

It shouldn't. The score measures only how you drive — acceleration, braking, speed, idling. Traffic, hills and route are part of the “unavoidable base” and don't count against you. If you see a score that doesn't add up, send us the trip and we'll look at it.

Vehicles and garage

My car isn't in the catalog

Our catalog covers the US (EPA), Korea and Japan markets, and it doesn't include every version of every market. If you can't find yours, pick the closest one (same engine, fuel type and year) — the estimate will still be reasonable — and write to us with make, model, year and version: we add vehicles as people request them.

The estimated consumption for my car looks wrong

Check in the garage that the selected trim really matches yours (engine, transmission and fuel type). If it's right and the figure still looks off, tell us which vehicle it is and we'll review the catalog entry.

Premium and billing

I paid, but the app still shows me as free

Open Profile and tap Restore purchases. That syncs your subscription with the App Store or Google Play. Make sure you're signed in with the same store account you bought with. If it still doesn't unlock, write to us.

How do I cancel my subscription?

Subscriptions are managed by the store you bought from, not by us:

iPhone: Settings → your name → Subscriptions → Zyroo → Cancel.
Android: Google Play → profile → Payments and subscriptions → Subscriptions → Zyroo → Cancel.

You can also get there from Profile → Manage subscription in the app. If you cancel during the free trial, you are not charged. When you cancel, you keep Premium until the end of the paid period.

I want a refund

Refunds are handled by Apple and Google, not by Zyroo. On iPhone, request it at reportaproblem.apple.com. On Android, from Google Play → Order history. If they turn you down and you believe there's an error on our side, write to us and we'll help.

What do I lose if I don't subscribe?

Nothing you've already recorded. The free plan lets you record trips, add your car and see the last 30 days of history. Premium unlocks the route map by driving style, the full breakdown of your score, habit attribution, personalized tips, your complete history and an unlimited garage.

Account and privacy

How do I delete my account and my data?

From the app: Profile → Delete account. That erases your data, your trips, your vehicles and your refuelings from our servers. It cannot be undone. If you can't get in to do it, write to us from your account's email address and we'll take care of it.

I can't sign in with Google or Apple

Zyroo has no passwords: you sign in with Google or Apple. If it fails, check your connection, make sure you're not blocking pop-ups and try again. If you used Apple's “Hide My Email”, you must sign in with the same Apple account for us to recognize you. Still stuck? Write to us telling us which method you use.

Does the app track my location when I'm not driving?

No. Zyroo records your location only during trips you start, and stops when you end them. The details are in the Privacy Policy.

Still need help?

Write to edisson.mata@zyroo.app. If it's a bug, the more detail you send (what you did, what you expected, what happened) the faster we fix it.

See also our Privacy Policy, our Terms of Use and the copyright and attributions notice.