Tech Support For The Charge Running App

Please select from the below sections to troubleshoot common distance and pace troubles within a Charge class, or any other problems you may encounter while using the Charge Running app

Distance Tracking isn't working, or is inaccurate

Android outdoor tracking

GPS is required in order to accurately track outdoor distance and pace. Depending on your version of Android OS, the steps to fix may be slightly different.

Perform the following steps:

While on your Android device home screen, go to:

Settings >
Apps >
Charge >
Permissions >
GPS >
Make sure you allow Charge Running access to your GPS

Make sure you also have your Locations settings on ‘High Accuracy’ by going to:

Settings >
Connections (OR ‘Security & Location’ OR ‘Location’) >
Location >
Make sure you have ‘High Accuracy’ selected

Improved Accuracy >
Turn Wi-fi scanning ON

Then, within the Charge Running app, go to

Profile >
Settings >
Integrations & Permissions >
Tap “Location” and press “OK” when you get the success message.

Since GPS is reliant on a reliable line of sight to the above satellites, the Charge app may not register distance if your phone in a deep pocket, thick waistband, or in an area of heavy tree cover or buildings. Please have your phone exposed for the best GPS accuracy, or try running in an area that is more open without overhead tress or building for the best results.

If you have performed the above steps, and the results are still not successful, please log out of the app, delete, and reinstall directly from the Google Play store to reset the settings completely. If any problems persist, please reach out to us directly through the Charge app by going to

Profile > 
Settings > 
Contact Support >
Provide as much detail as you can, and we will be happy to help you with a resolution.

iPhone outdoor tracking

GPS is required in order to accurately track outdoor distance and pace. Depending on your version of iOS, the steps to fix may be slightly different

Perform the following steps:

While on your iPhone home screen, go to:

Settings >
Privacy >
Location Services >
Make sure Location Services is set to “ON”
Charge >
Select “While Using the App”

Then, within the Charge Running app, go to

Profile >
Settings >
Integrations & Permissions >
Tap “Location” and press “OK” when you get the success message.

Since GPS is reliant on a reliable line of sight to the above satellites, the Charge app may not register distance if your phone in a deep pocket, thick waistband, or in an area of heavy tree cover or buildings. Please have your phone exposed for the best GPS accuracy, or try running in an area that is more open without overhead tress or building for the best results.

If you have performed the above steps, and the results are still not successful, please log out of the app, delete, and reinstall directly from the App Store to reset the settings completely. If any problems persist, please reach out to us directly through the Charge app by going to

Profile > 
Settings > 
Contact Support >
Provide as much detail as you can, and we will be happy to help you with a resolution.

Android treadmill tracking

Within the Charge Running app, go to

Profile >
Settings >
Integrations & Permissions >
Tap “Google Fit” and press “OK” when you get the success message.

Accurately calculating your distance, pace, cadence is dependent on you having your phone move with your body while running on a treadmill. If you do not have your phone in your hand, in an armband, or in a tight-fitting hip pocket, we, unfortunately, won’t be able to track your progress during a Charge run.

Since the sensor in your Android phone is dependent on consistent arm swinging, typing in the chat can ‘trick’ your phone into thinking that you are moving much slower and with less distance. By having a consistent running form as you can, you will have much more accurate results.

Since there are thousands of types of Android phones, not all of them have the required sensors including an accelerometer or pedometer for Charge to be able to register your distance.

If you have performed the above steps, and the results are still not successful, please log out of the app, delete, and reinstall directly from the Play Store to reset the settings completely. If any problems persist, please reach out to us directly through the Charge app by going to

Profile > 
Settings > 
Contact Support >
Provide as much detail as you can, and we will be happy to help you with a resolution.

Adjust Height for Android

Since Charge Running uses your Android’s built-in accelerometer and pedometer to simulate distance tracking, it’s important to make sure your height is entered correctly. Under normal circumstances, you will see a height prompt when you join your first treadmill class.

If you do not see this, or have entered an incorrect height, please perform the following steps:

Within the Charge Running app, go to

Profile >
Settings >
Integrations & Permissions >
Tap “Google Fit” and press “OK” when you get the success message.

Then:

Go into the Google Fit app on your Android device and adjust your height in there. If any problems persist, please reach out to us directly through the Charge app by going to

Profile > 
Settings > 
Contact Support >
Provide as much detail as you can, and we will be happy to help you with a resolution.

iPhone treadmill tracking

Access to Motion & Fitness settings is required in order to accurately track indoor/treadmill distance, cadence, and pace. Depending on your version of iOS, these steps to fix may be slightly different

Perform the following steps:

While on your iPhones’ home screen, go to:

Settings >
Privacy >
Motion & Fitness >
Make sure Fitness Tracking is set to “ON”
Turn Charge “ON”

Then, within the Charge Running app, go to

Profile >
Settings >
Integrations & Permissions >
Tap “Motion & Fitness” and press “OK” when you get the success message.

Accurately calculating your distance, pace, cadence is dependent on you having your phone move with your body while running on a treadmill when NOT integrated with an Apple Watch. If you do not have your phone in your hand, in an armband, or in a tight-fitting hip pocket, we, unfortunately, won’t be able to track your progress during a Charge run.

Since the sensor in your iPhone is dependent on consistent arm swinging, typing in the chat can ‘trick’ your phone into thinking that you are moving much slower and with less distance. By having as consistent running form as you can, you will have much more accurate results.

If you have performed the above steps, and the results are still not successful, please log out of the app, delete, and reinstall directly from the App Store to reset the settings completely. If any problems persist, please reach out to us directly through the Charge app by going to

Profile > 
Settings > 
Contact Support >

Provide as much detail as you can, and we will be happy to help you with a resolution.

Strava Integration

Completed runs are not posting to Strava

If your class details are not successfully posting to Strava after finishing a class, please perform the following steps:

1) Ensure that your Charge account is connected to Strava by launching the Charge app on your phone and going to:

Profile >
Settings >
Integrations & Permissions >

Tap “Strava” and once the success message pops up, tap “OK”

Then, go into your Strava account by going to Strava.com, and go to the following

Settings settings >
My Apps >

Ensure that Charge Running is showing as a connected app. If it is not, you may have it linked to a different Strava account.

If it is still not working

Go to

Strava settings >
My Apps >

Revoke access to Charge Running.

Then force quit the Charge Running App, relaunch, and reconnect to Strava through your Charge profile settings. If you are having further troubles gettings your Charge runs to automatically post to Strava after following the above steps, please reach out to us directly through the Charge Running app by going to

Profile > 
Settings > 
Contact Support >

Provide as much detail as you can, and we will be happy to help you with a resolution.

Cannot Access Charge Runs

Paid for a membership on the website

If you have paid for a membership on our website, please ensure that you are logged into the same email account on the Charge Running app that you used to create your Charge account on our website. If you are still unable to join a Charge class without being prompted for a subscription, please force quit the Charge running app, relaunch, and attempt to join a run once more to refresh your membership data on your profile

If over one hour elapses after purchase and you are unable to join into a Charge run, please reach out to us from directly within the Charge by going to:

Profile > 
Settings > 
Contact Support >
Provide the following information to us so we can help you as quickly as possible:

1) The email that you used to create your Charge account on our website
2) Date of purchase
3) screenshot of the invoice on your bank statement (if applicable)

Paid for a membership by in-app purchase

If you have paid for a membership directly from the Google Play Store or App Store (logging in with Google or Apple login info when purchasing), and you are being presented with the Subscription Screen, please perform the following steps

1) Ensure that you are logged into the correct Charge account that you used to purchase the Charge membership.
2) Attempt to sign up for a class
3) If presented with the subscription screen, tap Already Subscribed? at the bottom of the screen, and log in with the same App Store/Play Store account that you used to purchase the membership. This should bring up a success screen, and allow you to join a run
4) If you are still unable to join into a run, force quit the Charge Running app and relaunch, and attempt to join into a run once more
5) If you are still unable to join into a run, please log out, delete the app fully, and redownload directly from the App Store or Google Play Store, and login in an try once more

If you are still having difficulties joining into a Charge run after performing the above steps, please reach out to us directly from within the app and go to:

Profile > 
Settings > 
Contact Support >
Please provide us the following information so we can best assist you as quickly as possible.

1) The email that is associated with your active membership
2) Any alternate emails that you use that may have possibly been connected to your Charge membership
3) Screenshot of active Charge subscriptions via iTunes or Google Play to verify the successful purchase of a membership

For #3, you can retrieve this screenshot by performing the following steps:

iPhone – Go to:

App Store >
Tap your Profile in upper right corner > 
Subscriptions > 

If Charge running is under ‘Active’ Subscriptions, please tap on Charge, and take a screenshot of your active subscription and attach to the contact support email

Android – Go to:

Play Store >
Tap Menu in the upper left corner > 
Subscriptions > 

If Charge running is under ‘Active’ Subscriptions, please tap on Charge, and take a screenshot of your active subscription and attach it to the Contact Support email.

Difficulties logging into Charge Running

If logging into the website/Charge app

If you are trying to log into the website, please ensure you are using the correct email and password used to create your Charge Running account. If you cannot remember your password, you have two options to reset your password

On Website – On the chargerunning.com website, tap the “More+” icon at the top of the page, and select “Log in”. On this page, you have the ability to tap “forgot your password“. On this page, please enter the email that is associated with your Charge Running account, and a password reset will be emailed to you. Follow the instruction to reset your password.

In the Charge Running app – on the launch screen within the Charge Running app, tap “Let’s Get Started” and then tap “Login” at the bottom of the page. Once there, tap “Forgot Password?” at the bottom, and please enter the email that is associated with your Charge Running account, and a password reset will be emailed to you. Follow the instruction to reset your password.

If you are not finding the email in your inbox, please check your spam folder for an email from “Charge Running Support”.

Apple Watch Integration (iPhone only)

Read first for Apple Watch limitations

The Apple Watch app is a TETHERED app to the Charge Running app on your phone. This means that in order for the Apple Watch to calculate and send distance, pace, and cadence, the phone must be nearby within Bluetooth range at all times. This is true for both live and on-demand runs, regardless if your Apple Watch has an active LTE or WiFi Connection.

The Charge app on your watch must be on and paired correctly to the Charge Running app on your phone in order for the successful transmission of your metrics to the leaderboard and coach.

The Charge app on your watch removes the requirement for you to have your phone moving with your body when joining into a Charge class while running on a treadmill when paired successfully, as your pace, distance, and cadence can be picked up from your watch, and sent to your Phone to be uploaded to the leaderboard and coach.

Installing the Charge App on your Apple Watch

Under normal circumstances, this will happen automatically when downloading the Charge Running app on your phone. If you do not see the Charge app widget on your phone please perform the following steps:

1) Launch the “Watch” app on your iPhone
2) Swipe down to ‘Available Apps’ and tap “Install” next to the Charge app

Once installed, the Charge app should now display as a widget on your Apple Watch home screen.

Connecting your Apple Watch to Charge

In order to have your Apple Watch pair to the Charge app, please launch the Charge Running app on your phone and perform the following actions.

Go to:

Profile >
Settings > 
Integrations & Permissions >
Tap “Apple Watch”. Once you get the ‘success’ popup, press “OK” to continue
Tap “Health”. Once you get the ‘success’ popup, press “OK” to continue

Joining a run as a Treadmill runner

There are two things needed when using your Apple Watch as a treadmill runner:

1) The Charge app on your Apple Watch must be open
2) The Charge Running app on your phone must be logged into a class

When joining into a Charge class, the following steps will ensure that your Apple Watch will connect each time, and begin tracking distance and pace.

1) Launch the Charge app on your Apple Watch, and wait for the ‘Start a Run on your iPhone’ text to display
2) Join a Charge live or on-demand class
3) Once the first Moving run state has been pressed (walking, warmup, run, etc…), and the timer at the top of the class begins counting up on your iPhone, Look at your watch screen to begin the pairing process of your watch to your phone. This may take up to 10 seconds depending on the OS or age of your Apple Watch.
4) Once the screen changes to display your stats and the timer on your watch, you’re ready to go! You can run as normal, and place your iPhone on your treadmill. The Apple Watch will transmit all paces to your phone, and upload them to the leaderboard and coach

Apple Watch distance tracking isn't accurate

The Apple Watch relies on having an accurate weight and height in order to calculate your distance and pace appropriately. You can adjust your height and weight by performing the following steps:

1) Launch the “Health” app on your iPhone. If this app isn’t currently installed on your iPhone, please install it from the App Store. This is an Apple-specific app that works across your iPhone, as well as Apple Watch
2) Next to ‘Favorites’ on the main screen tap ‘edit’
3) Under ‘body measurements’ tap the stars next to ‘height’ and ‘weight’
4) Tap ‘Done’ at the top
5) Under the new settings under ‘favorites’, tap ‘height’ and input your current height. Repeat this for ‘weight’

If your height and weight have already been set properly, this means your Apple Watch needs to be calibrated to learn your specific running style, arm swing, and cadence. To calibrate this, please perform the following actions:

1) On your next run, start a new activity for ‘Outdoor Run’ and run a minimum of one mile
2) This may need to be repeated up to 3 times to fully calibrate

Once the above steps are performed, your distance and pace should be significantly more accurate

Since the sensor in your Apple Watch is dependent on consistent arm swinging, typing in the chat, or having your hand on the side rails of the treadmill can ‘trick’ your watch into thinking that you are moving much slower and traveling less distance. By having as consistent of running form as you can, you can achieve much more accurate metrics during a Charge class

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