FAQs Fish Track app

Check our FAQs for an answer to the most commonly asked questions. Before contacting our support team, please browse these helpful articles. The easiest way is to search by keyword (ctrl+ f) or to browse by category.

Requirements
Settings
Performance
Friends
Payment & subscription
Other questions

Requirements

To use the Fish Track App without problems you need a smartphone with recent software. Before you go on a fishing trip, always make sure you have a charged battery and a good wi-fi or 4G connection.

Settings

I want to change my username

Go to settings and change your username. When you pick a username, please always think about your privacy.

I cannot upload my photo

Please make sure the size of your photo is not excessive. Always make sure you have a good wi-fi or 4G connection when uploading your performance.

I want to change my password

Go to settings and click ‘Update password’.

I want to change my profile picture

Go to settings and click on the camera icon.

I want to share an account

Unfortunately, this is not possible.

The app is blocked

Please close the app completely and try to open it again (pressing the ‘home button’ is not sufficient to close the app).
Don’t upload a picture that is excessively large, as this might also block the app.

I want to turn off the notifications

Go to settings on your phone > click on the Fish Track App > click on ‘Notifications’ and edit your preferences.

Performance

My friends can’t see my performance

When entering your performance, always make sure you click the button ‘Share this performance with friends’, otherwise they will not be able to see that particular performance.
Also check the connection of your phone.

My location isn’t specified

We work with Google Maps to enter your location. Please make sure you allow the app to access your location (check your phone settings). You can also enter any address manually.

I cannot find and select the fish species I caught in the list

If the fish species you caught is not in the list, we are very sorry. We only added the most common fish species in Europe and America. If you cannot find the fish species you caught in the list, please add it manually in the text box that says ‘Say something about this post…’

Friends

I cannot find my friends

If you have trouble searching/finding your friends, check whether you entered their username correctly. You must enter the exact username your friends use to find them. To see your friends’ performance, they will have to give you permission to accept your friend request.
You can only search for friends who downloaded the Fish Track App. Search for the username your friends use in the app, not the ones they use on social media.

I want to defriend my friend

Go to ‘My friends’ > press the search button in the top right corner > select your friend’s name > press the button in the top right corner to defriend.

Payment & subscription

Is the Fish Track App free?

You can try our app for a month free of charge. After the first month, the Basic Fish Track App is available for only €1.99/month or €14.99/year. A Premium package is available for €2.99/month or €21.99/year.
If you signed up for a free month of subscription and you don’t want to renew it, cancel it at least 24 hours before the free trial ends.
For referrals: if you invite a friend that subscribes after the free trial, you get one month for free.

How does the free month work after referring a friend?

Only if the person you referred switches to a paid version of the app after the free trial, you will get to use the app one month free of charge.
If you have a monthly subscription, the settlement will take place after the end of your monthly subscription. If you have an annual subscription, the settlement will take place after the end of your annual subscription.

I want to upgrade my subscription. How does it work?

You can always upgrade to a premium version in the app. Click in the menu of ‘My performance’ on an option reserved for premium members and upgrade.

I want to downgrade my subscription. How does it work?

Apple iOS
    1. Open the Settings app.
    2. Tap your name, then tap Subscriptions. (If you don’t see “Subscriptions,” tap “iTunes & App Store” instead. Then tap your Apple ID, tap View Apple ID, sign in, scroll down to Subscriptions, and tap Subscriptions.)
    3. Tap the subscription that you want to change.
    4. Choose a different subscription option.
Android
    1. Go to store.google.com/subscriptions.
    2. Log in and tap on menu.
    3. Find the subscription you want to change and follow the instructions.

If you signed up for a free month of subscription and you don’t want to renew it, cancel it at least 24 hours before the free trial ends.

Problems with the app display

If you experience problems with the display of the app, please go to settings and adjust your font size.

Where do I find my purchase history?

To review your purchase history, please check the instructions below:

iOS
    1. Open the Settings app.
    2. Tap your name, then tap iTunes & App Store.
    3. Tap your Apple ID, then tap View Apple ID. You might be asked to sign in.
    4. Scroll to Purchase History and tap it. If you want to see purchases that you made more than 90 days prior, tap Last 90 Days, then select a date range.
Android:
    1. Enter pay.google.com, then log in with your desired Google account.
    2. Select “Subscriptions and services”
    3. Select “View purchases”.
Accepted payment methods
iOS
    1. Open the Settings app.
    2. Tap your name, then tap iTunes & App Store.*
    3. Tap your Apple ID (which is usually your email address), then tap View Apple ID. You might be asked to sign in.

All in-game purchases are processed via iTunes. Available payment methods vary by country. For your convenience, we’ve listed the main ones below:

● Credit cards
● iTunes cards
● iTunes Store gift certificates

If you need more help, please contact the App store.

Android:

Google Play processes all purchases made via the in-game shop. Google purchase methods vary by country.

Credit & debit cards: Visa, MasterCard, Amex, additional country-specific cards (e.g. Elo credit cards in Brazil)
Carrier billing: depending on the customer’s country and carrier (full list available here)
Google Play gift cards: available in selected countries (full list available here)
Google Wallet Balance: only available in the US and UK

If it is your first time making a purchase, your chosen payment method will be added to your Google account.

I’ve received a bill for a purchase I didn’t make. What should I do if I suspect fraudulent activity?

If you suspect that there has been a fraudulent transaction on your account, you should immediately contact Apple (for iOS devices) or Google (for Android devices), as they control the transaction process

iOS:

Visit Apple support, look for “Tell us how we can help” and click on the “Get support” link. When the pop-up window appears, select “iTunes Store” and then choose the option that best fits your needs.

Android:

If your problem persists, contact us. To speak to us on the phone, follow the instructions below. If the option is available, select ‘request a call’ and we will call you.

    1. Select Contact Us in the top right corner of this page.
    2. Choose the issue you need help with.
    3. Select a contact option from the list.

If you’re having problems getting in touch, find the Google Store number for your region.

How can I cancel my subscription?

The subscriptions are automatically renewed unless you cancel them. If you cancel your subscription, you can keep using it until the next billing date. If you cancel during the trial period, you might lose access to the content immediately.

Apple iOS
  1. Open the Settings app.
  2. Tap your name, then tap Subscriptions. (If you don’t see “Subscriptions,” tap “iTunes & App Store” instead. Then tap your Apple ID, tap View Apple ID, sign in, scroll down to Subscriptions, and tap Subscriptions.)
  3. Tap the subscription that you want to change.

If you signed up for a free month of subscription and you don’t want to renew it, cancel it at least 24 hours before the free trial ends.

Android
  1. Go to store.google.com/subscriptions.
  2. Find the device you would like to unsubscribe and select “Cancel Subscription”.

If you signed up for a free month of subscription and you don’t want to renew it, cancel it at least 24 hours before the free trial ends.

Contact

If you still have problems:

If none of the above applies to you, reach out to us through support@fishtrackapp.com and tell us:
· Your e-mail address
· Your username
· What the problem is, and add screenshots if possible

We will get back to you as fast as we can. Please note that it might take up to 5 business days for you to receive an answer your question.

If you have any suggestions for us:

We’re happy to hear your thoughts! If you would like to share any ideas on how we can improve the app or if you have any other suggestions, please use support@fishtrackapp.com .

We will get back to you as fast as we can. Please note that it might take up to 5 business days for you to receive a reply.

For partnerships:

Interested in partnerships or sponsorships? Please reach out to us through partnership@fishtrackapp.com.

We will get back to you as fast as we can. Please note that it might take up to 5 business days for you to receive a reply.