Help Centre / Troubleshooting

Troubleshooting

Most problems with CruiseCtrl have a quick fix. This guide covers the most common issues users run into, organised by topic. If you work through the steps for your issue and it still isn't resolved, skip to section 11 for how to contact support — we're here to help.

1. Can't log in

If you're unable to get past the login screen, start here:

• Check your email address and password. Passwords on CruiseCtrl are case-sensitive. Make sure Caps Lock is off and you're using the exact email and password you registered with. A common mistake is having a space at the end of the email address when copying and pasting.
• Use the correct sign-in method. If you originally created your account using Continue with Google, Continue with Apple, or Continue with Facebook, you must use that same option on the login screen. Entering the email associated with your Google or Apple account into the email/password form will not work — there is no CruiseCtrl password attached to SSO accounts.
• Reset your password if you think you may have forgotten it — see section 2 below.
• Check whether your account has been disabled. If your account was suspended or removed due to a community guidelines violation, you will see a message on the login screen explaining this. Email legal@cruisectrl.eu to submit an appeal if you believe the action was taken in error. See the Reporting & Blocking guide for more on the appeals process.
• Try a different network. If you're on a corporate or institutional Wi-Fi network, it may be blocking connections to CruiseCtrl's servers. Switch to mobile data and try again.

2. Forgot my password

If you signed up with an email address and have forgotten your password:

1. On the login screen, tap Forgot password? (below the password field).
2. Enter the email address associated with your CruiseCtrl account and tap Send reset link.
3. Check your inbox for an email from no-reply@cruisectrl.eu with a reset link. This typically arrives within a minute or two. If you don't see it, check your spam or junk folder.
4. Tap the link in the email. It will open a browser page where you can set a new password. The link expires after 30 minutes — if it has expired, go back to the app and request a new one.
5. Once your new password is set, return to the app and log in as normal.

Important: If you signed up using Continue with Google, Continue with Apple, or Continue with Facebook, there is no separate CruiseCtrl password. Your login is managed entirely by that provider. To change your password, you'll need to do so through Google, Apple, or Facebook directly. On the login screen, always use the Continue with [Provider] button for these accounts.

3. Emails not arriving

If you're not receiving verification emails, password reset links, or other messages from CruiseCtrl, try the following in order:

1. Check your spam or junk folder. Automated emails from apps frequently land there, particularly if you haven't added the sender to your contacts. Look for messages from no-reply@cruisectrl.eu.
2. Verify the email address on your account. Go to Settings → Account → Email and confirm that the address shown is the one you're checking. If you mistyped your email during sign-up, this is where to correct it.
3. Add our sending address to your contacts or whitelist. Adding no-reply@cruisectrl.eu to your address book helps prevent future emails from being filtered. In some email clients you can also mark a previous email from us as "Not Spam" to train the filter.
4. Try a different email provider. Some corporate, university, and older email systems apply aggressive filters or outright block automated email from new domains. If your organisation's email isn't working, try with a personal Gmail, iCloud, or Outlook account. Alternatively, switch to Continue with Google or Continue with Apple sign-in to bypass email entirely.
5. Wait a few minutes and try again. Occasionally email delivery is briefly delayed due to conditions at your email provider. If a reset or verification link has expired by the time it arrives, request a fresh one.

If none of these steps work, email us at support@cruisectrl.eu from a working email address and we can help verify or update your account email manually.

4. The map won't load

The Radar map requires both an internet connection and location permission. If the map is blank, showing a loading spinner that never resolves, or displaying an error:

• Check location permission.
  • iPhone/iPad: Open the Settings app → scroll down to CruiseCtrl → tap Location → select While Using the App. "Never" or "Ask Next Time" will prevent the map from working.
  • Android: Open the Settings app → Apps → CruiseCtrl → Permissions → Location → select Allow only while using the app or Allow all the time.
• Check your internet connection. The map tiles and user positions are fetched in real time. Try loading a webpage or switching between Wi-Fi and mobile data to check connectivity. If your connection is fine but the map still won't load, try a different network — some networks block map tile CDNs.
• Force-quit and reopen the app. On iOS, swipe up from the bottom of the screen and swipe the CruiseCtrl preview away. On Android, use the recents button and swipe the app away, then reopen it.
• Corporate or filtered network. If you're on a work or school network, it may block the MapTiler CDN that serves our map tiles. Switch to mobile data to check if this is the cause.
• Check for an app update. An outdated version of the app may have map-related bugs that were fixed in a later release. Check the App Store or Google Play for updates.

5. Notifications not arriving

If you're not receiving push notifications for new messages, Taps, or check-in reminders:

• Check notification permission for CruiseCtrl.
  • iPhone/iPad: Settings app → CruiseCtrl → Notifications → make sure Allow Notifications is turned on and that your preferred alert styles (Lock Screen, Notification Centre, Banners) are enabled.
  • Android: Settings app → Apps → CruiseCtrl → Notifications → make sure notifications are enabled and that the relevant notification channels are turned on.
• Check Do Not Disturb and Focus Mode. On iOS, Focus modes (including Do Not Disturb, Sleep, and Work) can silence app notifications. Check Settings → Focus and either turn off your active Focus mode or add CruiseCtrl as an allowed app.
• Check your in-app notification preferences. Within CruiseCtrl, go to Settings → Notifications and verify that the notification types you want (messages, Taps, check-in alerts) are individually enabled. It's possible notifications are allowed at the OS level but turned off within the app.
• Android: battery optimisation. Android's battery optimisation feature can prevent apps from running in the background and delivering notifications. Go to Settings → Battery → Battery Optimisation (or similar, depending on your manufacturer) and set CruiseCtrl to Not optimised or Unrestricted. This is especially common on Samsung, Huawei, and Xiaomi devices which have aggressive power management.
• Sign out and back in. If push notifications have stopped working after a period of normal use, signing out of CruiseCtrl and signing back in re-registers your device token with our push notification service, which can resolve the issue.

6. My profile isn't showing on the Radar

If you're not appearing when other users search nearby, check the following:

• You need to check in to appear. Unlike some apps, CruiseCtrl requires you to actively check in each time you want to be visible. Tap the Check In button on the Discover screen or in Settings, choose an intent and duration, and confirm. You won't appear on anyone's Radar until you do this.
• Check your profile visibility settings. Go to Settings → Profile Visibility. If your profile has been set to hidden or has insufficient information to display, it won't appear. Your profile needs at least a display name and a main photo to be shown on the grid.
• Ghost Mode may be on. Check Settings → Ghost Mode. If Ghost Mode is enabled, you are completely invisible on the Radar — intentionally. Turn it off to become visible again.
• Your check-in may have expired. Check-ins run for the duration you set (15 minutes to 4 hours). If the timer has run out, your profile disappears automatically. Simply check in again to reappear.
• You may be outside the discovery radius of nearby users. If you're in a sparsely populated area, there may simply be no one within range to see you. This is not a bug — it reflects genuine nearby activity. Try widening your discovery distance in Settings → Discover → Discovery Distance.

7. Age verification failing

The age-assurance check uses an AI model to estimate whether you appear to be 18 or older. Most checks pass automatically within seconds. If yours is failing or taking longer than expected:

• Improve your selfie conditions. The most common reasons for a failed automated check are: poor lighting (too dim or backlit), wearing sunglasses or a hat, heavy filters or effects applied to the camera, or the face not being centred. Take your selfie in a well-lit space, face forward, no obstructions, with no filters.
• Human review. If the automated check is uncertain (not a failure, just not confident), the image goes to a member of our safety team for manual review. This typically takes a few hours and up to 24 hours maximum. You'll receive an email when the review is complete. There's nothing further you need to do — just wait.
• If the check has failed after human review. If a reviewer has determined they cannot confirm you're 18 or older, you'll be notified by email with options for next steps. If you're confident you're over 18 and believe the review outcome was incorrect, email support@cruisectrl.eu with your account email address. Do not send a copy of your ID — we do not collect or request government-issued ID as part of this process. We'll escalate the review internally.

For full detail on how age-verification data is handled — including what's retained and for how long — see our Age Assurance statement.

8. Photos not uploading

If your profile photos or Pulse images aren't uploading successfully:

• Check your internet connection. Photo uploads require a stable connection. If you're on a weak signal, try switching to Wi-Fi or waiting until you have better coverage.
• Check photo library permission.
  • iPhone/iPad: Settings app → CruiseCtrl → Photos → set to Full Access or at minimum Add Photos Only. If it's set to None or Limited Access for the specific photo you're trying to upload, the upload will fail.
  • Android: Settings app → Apps → CruiseCtrl → Permissions → ensure Photos & Videos (or Media) is allowed.
• Check the file format and size. CruiseCtrl accepts JPEG, PNG, and HEIC image files up to 10MB. If your photo was taken with a very recent camera sensor or third-party camera app, it may be in a format we don't support (e.g. RAW or AVIF). Try exporting or saving the photo from your camera roll first — this usually converts it to JPEG automatically.
• Note any error message. If the upload fails with a specific error message on screen, note the exact text and include it in your support request — it helps us diagnose server-side issues much faster.
• Wait and retry. If there's a temporary issue on our end, retrying after a few minutes usually resolves it. If the problem persists across multiple attempts and network conditions, contact support@cruisectrl.eu.

9. CruiseCtrl+ not activating after payment

If you've paid for CruiseCtrl+ in the App Store or Google Play but the premium features aren't appearing in the app, don't worry — your payment is safe. This is usually a sync issue between the store and the app.

1. Restore purchases. Go to Settings → CruiseCtrl+ → Restore Purchases. This tells the app to re-check your active subscriptions with the store. Wait a moment and the features should unlock.
2. Check you're on the right account. CruiseCtrl+ is linked to the Apple ID or Google account you used to purchase it. If you're logged into a different store account on this device (e.g. a family member's Apple ID), the subscription won't be visible. Check Settings → [Your Name] on iOS or Google Play → profile on Android to confirm which store account is active.
3. Wait and restart. There can be a delay of up to 10 minutes between payment completion and the store confirming the subscription to the app. Force-quit CruiseCtrl, wait a couple of minutes, and reopen it.
4. Check the subscription is actually active. On iOS go to Settings → [Your Name] → Subscriptions and confirm CruiseCtrl shows as Active. On Android, check Google Play → Payments & subscriptions → Subscriptions. If it doesn't appear there, the purchase may not have gone through — check your bank or payment method for a charge.
5. Contact support. If the subscription shows as active in the store but the features still aren't unlocking after 30 minutes, email support@cruisectrl.eu with your store order ID (found in your purchase confirmation email) and your account email address. We'll investigate and unlock your subscription manually if needed.

10. The app is slow or crashing

Performance issues and crashes are usually caused by device memory, outdated software, or a specific bug that's been fixed in a newer version of the app.

• Force-quit and restart the app. On iOS, swipe up from the bottom edge and swipe CruiseCtrl away. On Android, use the recents button and swipe the app off the screen. Then reopen CruiseCtrl. This clears any accumulated state that might be causing slowness.
• Check for an app update. Open the App Store (iOS) or Google Play (Android) and check whether a CruiseCtrl update is available. Bug fixes and performance improvements are shipped regularly. Enable automatic updates if you haven't already, so you always have the latest version.
• Restart your device. A full device restart clears background processes and frees up memory. This is especially effective if multiple apps have been sluggish, not just CruiseCtrl.
• Free up storage space. If your device storage is nearly full, apps may run slowly or crash as they run out of space to write temporary files. Delete unused apps, photos, or downloads to free up at least a few hundred MB.
• Note what you were doing. If the app crashes consistently on a specific screen or after a specific action, that information is extremely useful for our engineering team. Note exactly what you were doing when the crash happened (e.g. "opening a chat", "uploading a photo", "loading the map") and include it in your support email.
• Contact support. If crashes persist after all of the above, email support@cruisectrl.eu with your device model, iOS/Android version, CruiseCtrl app version (found in Settings → About), and a description of what you were doing when the crash occurred.

11. Contacting support

If you've worked through the relevant section above and the problem isn't resolved, our support team is here to help.

• General support: support@cruisectrl.eu — our target response time is 2 working days. In practice we aim to be faster. Include your account email address, a description of the problem, your device type and OS version, and any error messages you've seen.
• Privacy and data rights: privacy@cruisectrl.eu — for GDPR requests, data exports, account deletion queries, or any concern about how your personal data is handled.
• Safety emergencies: safety@cruisectrl.eu — for urgent safety matters, ongoing threats, or situations that require faster-than-standard response. If you or someone else is in immediate danger, always contact emergency services (Ireland: 112/999) first.
• Legal and appeals: legal@cruisectrl.eu — for account ban appeals, content decision appeals, formal notices, and legal correspondence.

You can also reach us through the in-app feedback button at Settings → Help & Feedback → Contact Support, which pre-fills your account details and device information to speed things up.

For more help articles, return to the Help Centre index.

Still stuck? Email support@cruisectrl.eu · Back to Help Centre