Support
How to reach us and get things sorted
Last updated: April 19, 2026
1. Contact us
We read every email. Expect a reply within 1–2 business days (French business hours, GMT+1/+2).
Email: hello@lineup-experience.com
For faster triage, please prefix your subject line with one of:
- [Bug] — something is broken or behaving unexpectedly
- [Feature] — a suggestion or request
- [Account] — sign-in, profile, or account access issues
- [Billing] — subscriptions, refunds, or payment questions
2. Account & subscription management
Account deletion: you can delete your account and associated data at any time from the delete-account page.
Cancel an iOS subscription: iPhone Settings → [your name] → Subscriptions → Lineup Pro → Cancel Subscription. Per Apple’s rules, cancellations must be made at least 24 hours before the renewal date to avoid the next charge.
Cancel a web subscription (LemonSqueezy): use the billing portal link included in the receipt emails we send after each payment, or reply to hello@lineup-experience.com with [Billing] in the subject and we’ll take care of it.
Refunds — iOS: refunds for in-app purchases are handled by Apple. Go to Settings → Apple ID → Media & Purchases → View Account → Purchase History → Report a Problem, or use reportaproblem.apple.com.
Refunds — web: contact us with [Billing] in the subject and we’ll process it with LemonSqueezy.
Note: if you already have an active web subscription, we block new iOS in-app purchases for the same account to prevent double-billing.
3. Common questions
My GPS doesn’t find my local surf spot.
We use coarse location (~1 km precision) intentionally for privacy. If a spot is missing from your region, send us [Bug] with the spot name and rough coordinates — we add spots by hand, one at a time, after verification.
The forecast looks different from another app.
Our forecast data comes from Open-Meteo (weather data by Open-Meteo.com, CC BY 4.0), blended with hand-curated spot knowledge (how each break responds to swell direction, local wind effects, tide timing). We report the swell that actually reaches each spot, so raw numbers will never match another source 1:1 — our Balanced Spots ranking is what we optimize for.
How do I log a session?
Tap the log button from the bottom nav, or use the in-spot “I surfed here” action. Add the basics, and if you want richer detail use the voice-note feature — we transcribe it into a session journal for you.
Why did Sign in with Apple fail / show an error?
Try clean-installing the app; a small number of devices had a one-time Apple credential cache issue. If it still fails, send [Account] with your email and we’ll sort it.
4. Report a bug or request a feature
Every bug report gets read, and every feature request is logged. Real change over time is driven by user signal, not roadmaps decided in isolation.
Email hello@lineup-experience.com with [Bug] or [Feature] in the subject.
For bug reports, please include:
- Device (e.g., iPhone 14 Pro)
- iOS version
- Brief reproduction steps
- A screenshot if the issue is visual