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 created your account with a phone number, sign in with a code sent to that number. If you used Continue with Google, Apple or Facebook, use that same button — there's no CruiseCtrl password attached to those accounts.
• Too many attempts? After several wrong passwords, sign-in is paused for a short while to protect your account. Wait about 15 minutes, or reset your password.
• 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 sign-in screen, tap Forgot password?
2. Enter the email address on your CruiseCtrl account and tap Send reset link. For your privacy, you'll see the same confirmation whether or not an account exists for that address.
3. Check your inbox for the reset email from CruiseCtrl. It usually arrives within a minute or two; if you don't see it, check your spam or junk folder.
4. Open the link and set a new password. The link is valid for one hour — if it has expired, request a new one.
5. Sign in with your new password.

Signed up another way? If you use a phone number, sign in with a code sent to that number. If you used Continue with Google, Apple or Facebook, there's no separate CruiseCtrl password — use the same button to sign in, and manage that password with the provider.

3. Emails not arriving

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

1. Check your spam or junk folder, and search your mailbox for "CruiseCtrl". Automated emails often land there. If you find one, mark it as "Not spam" so future emails arrive normally.
2. Check the email address on your account. Go to Settings → Account → Email and confirm the address shown is the one you're checking. You can change it there.
3. Try a different email provider. Some work, university and older email systems filter or block automated email. A personal address usually works — or sign in with your phone number instead.
4. Wait a few minutes and try again. Delivery is occasionally delayed at the email provider's end. If a link has expired by the time it arrives, request a fresh one.

If none of this works, email support@cruisectrl.eu from a working address and we'll help verify or update your account email.

4. The map won't load

Discover's neighbourhood map needs an internet connection, and location permission to centre on your area. The portrait grid works without it, and if the map itself can't load, Discover shows a simpler approximate map instead. If the map is blank or stuck loading:

• 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 approximate positions are fetched live. 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 notifications for chat messages, plans, Right now or Safe Meet:

• 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. Make sure Notifications is on in Settings, then fine-tune under Settings → Account → Notifications: Chat messages, Plans, Right now and Safe Meet can each be switched off, and Quiet hours mutes non-alarm notifications during the hours you pick. Notifications can be allowed by your device but turned off in the app, or the other way round.
• 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. I'm not showing on Discover

If people nearby can't see you, check the following:

• You need to check in to appear. CruiseCtrl only shows you while you have an active check-in. Tap Your visibility on Discover, choose a check-in, and start it. See Discover & check-in.
• Checking in needs a verified profile. If you're not verified yet, the app sends you to You → Verification first.
• Your check-in may have ended. Check-ins last the time you chose (1 to 24 hours) and then end on their own. Check in again to reappear.
• Browse privately may be on. Open Your visibility — it says plainly whether you're visible or browsing privately. CruiseCtrl+ Incognito (Settings → Account) also hides you from everyone except people you message.
• Check who can see you. If you chose "Past matches" or "Verified only" when you checked in, other people won't see you.
• Location. Make sure Location services is on in Settings → Account and that CruiseCtrl has location permission in your device settings.
• There may be nobody nearby. In a quieter area, try a wider distance in Discover's filters or Settings → Account → 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 see the badge on your profile when it's confirmed. There's nothing further you need to do.
• If the check has failed after human review. If a reviewer can't confirm you're 18 or older, the Verification screen tells you what you can do next. 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 private media aren't uploading:

• 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. The app converts photos to a standard format before uploading, but very large files or unusual formats (such as RAW from some camera apps) can still fail. Save or export the photo to your camera roll as a regular photo and try again.
• Remember to save. In Edit profile, new photos are stored when you tap Save.
• 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+ through the App Store, Google Play or web billing but the membership isn't showing in the app, don't worry — your payment is safe. It's usually a short delay between the store and us.

1. Restore purchases. Open You → CruiseCtrl Plus and tap Restore purchases. This asks the store to confirm your membership again.
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 a few minutes between payment and the store confirming your membership to us. 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 with the store.

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 (shown on the app's page in the App Store or Google Play), 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, and 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. Never send your password.
• 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 need a faster 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.

In the app, Settings → Account → Help & FAQ brings you back to these guides, or use the contact form.

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