Help, support, and FAQ

Quick overview

This page explains where to get help with N+One, how to use the in‑app Help & Support tools, and what to include in bug reports so our team can reproduce and fix problems fast.

N+One appears as “Beta” in the app header and runs in the browser as a Progressive Web App (PWA). If you’re signed in, the primary help entrypoint is Settings → Help & Support (/settings/support). The public FAQ lives at /faq.

Where to find help in the app

• Settings → Help & Support (/settings/support)
  • Title: “Help & Support.”
  • Contains FAQ‑style accordions and the in‑app contact form for reporting issues or asking specific questions.
• Public FAQ (/faq)
  • High‑level answers about general topics: training, integrations, technical questions, and pricing.
• Knowledge base
  • In‑depth articles live under /knowledge-base. For example, read about FTP and adaptive coaching in the knowledge base (see internal links below).

If you haven’t completed your profile, the app redirects to /onboarding — finish onboarding so the coach and support can see your profile context.

Before you submit a report — quick checks that often solve the issue

• Reload the app and sign out/sign back in.
• If using the PWA, make sure the installation is current — see /install-pwa for platform guidance.
• Check /offline for limitations when you lose network access. Chat with the AI Coach (/coach) and new sync actions require a network connection.
• If the problem involves a device integration, open Settings → Device Integrations (/settings/integrations) to check connection status and last sync.

Using the in‑app contact form (best way to report bugs)

Open Settings → Help & Support (/settings/support) and use the contact form. A focused report helps us reproduce and prioritize the issue. Include the following where relevant:

1. Short summary (one sentence): what happened and where (e.g., “Planned workout failed to upload to Garmin from /training”).
2. Steps to reproduce (numbered): exact clicks or taps, pages, date/time you tried, and whether the issue is repeatable.
3. Expected vs actual result: what you expected to see and what you saw instead (include error messages verbatim).
4. Account context: the email on your N+One account (or say “I can share via support only”).
5. Device and browser: desktop or mobile, OS and version (e.g., macOS 13.4, iPhone iOS 16, Android 12), and browser name/version (Safari, Chrome, Edge, etc.).
6. Relevant pages and routes: link the page where you saw the issue — common pages include /overview, /training, /coach, and /settings/integrations.
7. Integrations: if the issue involves Strava, Wahoo, WHOOP, or Garmin, note which integration and include any OAuth query error shown (examples: oauth_failed, whoop_profile_failed, unauthorized).
8. Attachments: screenshots are very helpful. When possible, include a short screen recording or the relevant ride/training URL or session id (/training/[id]).
9. Time window and reproducibility: timestamp (timezone) of the failing action and whether it happens every time.

Optional but useful for advanced troubleshooting

• HAR or network logs (if you know how to capture them) and a brief note explaining how you captured the file.
• Steps you already tried (clear cache, reload, reinstall PWA).

Common error types and what to try first

• OAuth/connect errors for integrations: open /settings/integrations, disconnect and reconnect the integration, and note the browser’s address bar for any query messages returned from OAuth. If you see oauth_failed or whoop_profile_failed, include that exact query in your report.
• Planned workout upload: Garmin and Wahoo support upload of planned workouts when enabled; check the integration card on /settings/integrations. Zwift shows a card with “full integration coming soon” for structured indoor upload (not yet available).
• Offline or PWA problems: consult /install-pwa for install steps and /offline to understand what functionality needs network access.

Privacy and attachments

Do not include sensitive personal information in plain text. If you must share personal health data, note that our support team may ask for a secure attachment or follow a private channel. Our legal pages explain data handling: /privacy.

Follow up and what to expect

Use the in‑app contact form on /settings/support so your report links to your account context. If we need more detail, support may ask follow‑up questions. Including the reproduction steps, timestamps, and screenshots in your first message speeds up resolution.

Useful links

• Settings → Help & Support: /settings/support
• Public FAQ: /faq
• Device Integrations: /settings/integrations
• PWA install guide: /install-pwa
• Offline page: /offline
• Profile (FTP and personal details): /settings/profile
• Training calendar and session detail: /training
• Primary dashboard: /overview
• AI Coach (requires network): /coach
• Knowledge base: /knowledge-base/ftp-is-a-snapshot-durability-is-the-real-story
• How the AI coach works: /knowledge-base/how-nplusone-ai-cycling-coach-works

If you’re unsure where to start, open Settings → Help & Support (/settings/support) and describe the problem — we’ll guide you through next steps.