There are some common situations in the Crossbox app where users may need assistance. We’ll show you how to solve them quickly and easily.
My session shows 0 laps; the lap count or lap times are incorrect—why?
The most common reason for your uploaded ride showing 0 laps is a misselected or incorrectly created track configuration. It’s essential that the gates in the track configuration are correctly set; otherwise, you’ll get an incorrect lap display. When selecting an existing track configuration, pay attention to the following points:
- The set gates must cross all your ridden lines. Zoom in and check all the start/finish lines and all sections to ensure all lines are within the set gates.
- Also, verify that no lines from another track section erroneously cross a gate. This also leads to incorrect display.
- Ensure that the order of the five set gates is correct and that they point in the correct direction. Sometimes, track operators change the layout, causing the order or direction to be incorrect.
If you notice errors with the gates, you have three options to resolve the issue:
- Use the Offset Correction. You’ll find a button “Offset-Correction” in the track selection. This allows you to shift or correct your ridden lines.
- Select a different, appropriate track configuration.
- Create your own track configuration and ensure you set the gates appropriately. However, note that you might ride different lines in the future, so set the gates a bit wider.
If the issue persists, please email us at support@crossboxapp.com and include screenshots or a screen recording so we can assist you promptly.
I can't import sessions. What should I do?
If you click on “Import” on your session and the upload doesn’t start, please completely close the app, reopen it, and also restart your CBX. If this doesn’t help, go to settings and ensure that “Bluetooth” is selected under data transfer. The loading time via Bluetooth is slightly longer for longer recordings (+30 minutes) but more consistent.
Is it possible to delete or change tracks?
You are only able to delete your own created tracks if the track is set to private and it is not used by you or any other Crossbox user. It’s not possible to change gates of existing tracks, you will have to create a new track if the gates are set wrong.
I can't buy a subscription in the app. What can I do?
If you can’t subscribe in the Crossbox app, it could be due to various technical or account-related issues.
- Ensure your Google account (Android) or Apple ID (iOS):
– Contains a valid payment method (e.g., credit card, PayPal, balance).
– Has no open payment issues. Open Google Play / App Store → Profile → Payments & Subscriptions → check. - An unstable Wi-Fi or mobile network can prevent the subscription from being completed. Check if you have a stable internet connection.
- Outdated versions sometimes block subscription features. Go to the App Store / Google Play and ensure you’re using the latest version.
- Sometimes, simply closing and reopening the app helps. If that doesn’t work, restart your smartphone.
If these steps don’t help, contact us via email at support@crossboxapp.com.
I get the message "server not responding".
If the server is currently unreachable, you either have no internet connection, or we’re conducting server maintenance. Check your internet connection and try again.
If the message persists, try again after some time.
The cloud next to my riding day remains gray. What does that mean?
If the cloud next to your ride remains gray, it means your ride hasn’t been uploaded to the cloud yet. Tap the refresh button in the top right corner and ensure you have a good internet connection.
Please contact us if the cloud still doesn’t turn white. If the ride hasn’t been uploaded to our server, friends can’t compare their laps with yours, and you won’t appear in the track leaderboards.
I can't compare my lap with my friends.
This can have various causes.
- It’s essential that you use the same track configuration. Check if the track ID of your session and your friend’s is identical.
- Verify if your rides have been successfully uploaded to the cloud. For this, the cloud symbol next to your ride day must be white.
The background image of the track isn't current. Can I change this?
Crossbox uses background images from Google Maps. If the track’s image isn’t current, we unfortunately can’t change it. However, the analysis of your ride can still be conducted without issues due to the displayed lines. You can also turn off the background image by tapping the settings icon at the bottom in the view and selecting “Standard” under background.
Can I change my email address?
The email address can’t be changed in the app. You can contact us via email at support@crossboxapp.com, and we’ll change your address in our system.