Support

Written by one developer, answered by the same one.

Email [email protected]. Tell me the device, the camera or watch the ride came off, and what you expected to see. If an import failed, the ride file itself helps more than a description of it — and it is the only thing I ever ask you to send.

Getting the file out of your device

• Garmin. Garmin Connect → the activity → the three dots → Export original (that is the FIT) or Export GPX. Then share it to Frameburn.
• Wahoo. Wahoo app → the workout → the share icon → export the FIT.
• Coros, Suunto, Polar. Each app has an export on the activity page, usually offering FIT and GPX. Either works; FIT carries more.
• Strava. Only on the website: the activity page → the three dots → Export GPX or Export Original.
• Apple Watch. Nothing to export — pick the workout inside Frameburn and it comes with route and heart rate.
• GoPro. Nothing to export either. Hero 5 and later write the GPS inside the clip; Frameburn finds it when you pick the video.
• DJI. The drone writes an SRT file beside the video. Copy both off the card and hand Frameburn the SRT.
• FlySight. The CSV is on the microSD card. Both FlySight 1 and FlySight 2 layouts are read.

The overlay does not line up

Alignment comes from the two clocks: the camera's and the recorder's. A camera whose clock was never set — or was set to the wrong time zone — will be out by exactly that amount. The offset is adjustable in the editor, so drag it until the speed matches what the footage is doing, and it stays put for that project.

Telemetry embedded in the clip (GoPro, DJI) cannot drift: it is timed against the frames themselves. If you have the choice, use it.

"That file is not a GPX, FIT, TCX, DJI SRT or FlySight file"

Nine times out of ten it is the video that got picked instead of the ride file, which is easy to do when they sit next to each other on a memory card. The other case is an app that exports a zipped or proprietary format — unzip it first, and if what comes out still fails, send it to me.

The export failed or stopped

Rendering is the heaviest thing the app does. Check there is enough free space for a video the size of the original, keep the app in the foreground, and try a shorter clip to see whether length is the problem. If a specific clip fails every time, tell me which camera and which resolution.

I paid and Pro is not on

Settings → Restore purchases. That asks the store again with the account you bought on — so make sure the phone is signed into that account, not a second one.

Cancelling

Subscriptions live with the store, not with us. iOS: Settings → your name → Subscriptions. Android: Play Store → Payments and subscriptions. Deleting your Frameburn account does not cancel a subscription — do that first.

Deleting your account

Settings → Delete account, in the app. Your videos and projects were only ever on the device, so uninstalling removes them.

Something else

[email protected]. Feature requests are read; the ones that come with a clip and an explanation of what you were trying to show tend to get built.