The support section is designed to help riders resolve common issues, set up their equipment, troubleshoot platform problems, and find answers without needing to contact the team directly. If the information here does not resolve your issue, the contact page provides direct support pathways.
Account Setup and Access
Creating your account. Registration requires an email address and a password. After creating your account, verify your email through the confirmation link sent to your inbox. If the email does not arrive within a few minutes, check your spam folder. If it still does not appear, try registering again with the same email address - the system will not create duplicate accounts.
Wallet connection. Connecting a wallet requires a compatible browser extension (such as MetaMask or a similar wallet) installed and set to the correct blockchain network. If the platform does not detect your wallet, ensure the extension is active, unlocked, and authorised to connect to the SWEATEMPLE domain.
Account recovery. If you lose access to your account, use the password reset function on the login page. If your account is also linked to a wallet, verifying wallet ownership may be required as an additional recovery step. Contact support if standard recovery does not work, and provide your registration email address and any identifying account details.
Claim and Activation Issues
The claim page covers the full activation process. Below are the most common support scenarios.
Credential not found during claim. Verify you are connecting the exact wallet that received the access credential. If you used multiple wallets, try each one. If the credential was sent to a wallet you no longer control, contact support with proof of the original transaction.
Transaction stuck or pending. Blockchain transactions can stall during network congestion. Wait at least 15 minutes before retrying. Do not submit multiple concurrent claim transactions. If a transaction remains pending for more than an hour, contact support with the transaction hash.
Claim completed but features not active. Log out and log back in after a successful claim transaction. If features still appear inactive, clear your browser cache and try again. The activation may take a few minutes to propagate through the system.
Bike and Sensor Connectivity
Pairing your bike. Open the platform interface, navigate to sensor settings, and initiate a scan for nearby Bluetooth devices. Your bike should appear in the list when its sensors are active. Select the bike and confirm pairing.
Sensor dropouts during rides. The most common cause is Bluetooth interference. Move other Bluetooth devices (headphones, smartwatches, phones connected to other peripherals) away from your riding area. Position your display device within 3 metres of the bike with clear line of sight.
Inconsistent cadence readings. Check that the cadence sensor is securely mounted on the crank arm and that the magnet alignment is correct. Loose sensors or misaligned magnets produce intermittent or inaccurate readings. Also check sensor battery level - low batteries cause erratic readings before failing completely.
Resistance not tracking. Not all indoor bikes transmit resistance data via Bluetooth. If your bike does not have a digital resistance sensor, the platform may estimate effort based on cadence patterns alone. Check the LIT Bike page for compatible hardware that supports full resistance tracking.
Browser and Device Compatibility
Supported browsers. Chrome (version 90+), Firefox (version 88+), Safari (version 14+), and Edge (version 90+) are supported. Older browser versions may work but are not tested.
Mobile devices. The platform works on mobile browsers but is optimised for tablet and desktop screen sizes. Ride sessions on small phone screens are functional but less immersive, particularly for Cyclum environment features.
Performance issues. If the platform feels slow or unresponsive, check that your browser is up to date, close unnecessary tabs, and disable browser extensions that might interfere with WebSocket connections or Bluetooth access. Hardware acceleration should be enabled in browser settings for best performance.
Screen resolution. The interface adapts to different screen sizes. For Cyclum sessions, a minimum display resolution of 1280x720 is recommended for comfortable viewing.
Ride Mode Issues
Session not starting. Verify that your bike sensors are connected and transmitting data. Sessions require active cadence detection to begin. If sensors show as connected but the session does not start, try disconnecting and reconnecting the sensor.
Progression not updating after a ride. Progression updates require successful session completion and data upload. If your internet connection dropped during or immediately after a session, the data may not have been transmitted. Check your session history to see if the ride was recorded. Contact support if a completed session does not appear in your history.
Arena mode matchmaking issues. Competitive matchmaking requires other riders to be seeking matches in compatible session formats. If matchmaking takes longer than expected, try adjusting your session format preference or riding during higher-activity hours.
Marketplace Support
Items not appearing after acquisition. New marketplace items may take a few minutes to appear in your inventory after the acquisition transaction confirms. Log out and back in if items do not appear within 15 minutes.
Unable to browse marketplace. Marketplace access requires completed account activation. If you have not completed the claim process, marketplace features will be restricted.
Transaction errors in marketplace. Ensure your wallet is connected and has sufficient funds for any required transaction fees. If transactions fail repeatedly, check the blockchain network status for any known congestion or outage issues.
Common Questions
Is my data private? SWEATEMPLE collects ride session data and account information as described in the privacy policy. Session data is used for progression tracking and platform features. Personal data is not sold to third parties.
How do I delete my account? Account deletion requests can be submitted through the contact page. Account deletion removes your platform profile and session history. Blockchain records of progression milestones and marketplace transactions remain on-chain as they are decentralised records not controlled by any single party.
Where can I report a bug? Use the contact page to report bugs. Include your browser version, device type, a description of the issue, and steps to reproduce it. Screenshots of error messages are helpful.
For structured answers to broader platform questions, visit the FAQ. For hardware setup guidance, see the LIT Bike page. For platform overview, visit How It Works.