Support
Need a hand?
Write to us at [DESTEK_EMAIL]. Include your username, phone model and app version (at the bottom of Profile › Settings) and we can help faster.
Who to write to
| Topic | Address |
|---|---|
| Game, account, bug reports, appeals | [DESTEK_EMAIL] |
| Personal data, GDPR / KVKK requests, account deletion | [KVKK_EMAIL] |
| Press and partnerships | [BASIN_EMAIL] |
My loop says "under review"
If part of a run is far faster than running pace or the GPS jumped, the loop goes to review. Your run and streak are already saved; the map waits for the result, and we notify you when it's in. Use Add info on the run summary to give context (e.g. "went through a tunnel, GPS dropped"). To appeal a decision, email [DESTEK_EMAIL] with the date and time of the run.
My GPS trace broke or the loop didn't close
- Allow location while using the app and keep precise location on.
- On Android, battery saver can stop recording; turn off battery optimisation for HexRun.
- Start outdoors, after the GPS signal has settled.
- A loop closes when you get back within 50 m of your start point. The app guides you with a cue like "85 m to go".
A run from my watch didn't count on the map
- Only runs that finished within the last 24 hours are applied to the map; older ones only go into your stats.
- If the same run arrives from two sources (e.g. Garmin and Strava) it counts once.
- Make sure your watch app has synced with your phone and the connection is still on under Profile › Settings.
Account and privacy
- Deleting your account: account deletion instructions
- Your data and rights: Privacy policy
- Harassment or stalking: Report on the player's profile; in an emergency call 112. See the Community guidelines
Company details
[ŞİRKET UNVANI]
[ŞİRKET ADRESİ]
MERSIS: [MERSİS NO]