Support

I can not Sign Up an account on TRAILME.

Please make sure..

Your Nickname has 5 characters at least, should only contain A-Z / a-z / 0-9.
Your Password has more than 8 characters, at least 1 Uppercase, 1 Lowercase and 1 Numeric.
Your Email Address is spelled correctly.

I can not Login to TRAILME.

Please check your email and make sure you have activated your account. If you need more help, please email to service@trailme.com.hk

I cannot receive the verification email or the link is expired.

Please try to login and you will receive a verification email sent from our system. Then you can activate your account again. If you still can not receive our system email, you probably made a typo in the registered email on your TRAILME account. Please email us to fix it service@trailme.com.hk

What is the Nickname for?

Nickname is a unique identity for every user. Please make sure you register a unique Nickname for your account with 5 characters at least.

Can I change my Nickname?

Your Nickname is your unique Identification and can therefore not be changed.

How can I change my password?

Please use the "Forgot Password?" function when you login. Then, you will receive a system email asking you to reset the Password.

I want to remove my account from TRAILME.

Please send an email to our Customer Service at service@trailme.com.hk and we will remove your account and confirm it by email.

Are my personal data safe and protected?

Yes, absolutely. Your personal data are maintained on highest industry standards and used only for the purpose of the TRAILME operation. Please read our privacy policy https://www.trailme.com.hk/privacy.html

What are the experience levels for?

TRAILME will provide additional features tailed to your professional level.

Why do you need an emergency number?

TRAILME will provide a safety feature, which allows us to alert the race organizer or your contact in case of defined situations or an emergency.

Where to check my specific phone settings?

You can go to the read your specific phone settings PDF in the APP. Go to 'SETTINGS' > 'PHONE SETTING GUIDELINES' > and press 'CHECK MY PHONE SETTINGS' button to help you.

What Settings does TRAILME need (iPhone / iOS)?

To use TRAILME you need some basic standard settings
     1. Turn Bluetooth and Mobile Data ON
     2. Switch ON all Notifications for TRAILME
     3. Give TRAILME – Always ON permission in Location Services (under Privacy) when you run in an event

Does TRAILME drain my battery?

TRAILME cares your battery consumptions most. Therefore, we are NOT using GPS. To increase your battery usage during a long-distance race, we are recommending using the battery – low power or saving mode. You can also switch off your Wifi to save more off your battery.

Does TRAILME use GPS?

No, TRAILME does NOT use GPS as this drain mostly your battery. GPS is also not always reliable and stable in certain weather conditions. TRAILME has an Online and Offline mode and can therefore operate even in remote areas where partially is no connectivity.

Does TRAILME support other languages then English?

Not yet. We are working on the major language versions.

I accidentally pressed “Start Running” button.

You can click the “Give Up” button and then re-register for the race.

My TRAILME app doesn't stop when I arrived the finish point.

Please record your finish time with any proofs and send to our email service@uhey.com.hk. We will make you to be a FINISHER!

Ho to train with free events?

At TRAILME, there are some free trainings you can make use of. For how to register you can read this PDF.

https://www.trailme.com.hk/sites/default/files/2021-11/How%20to%20use%20training%20course_0.pdf

How to get my e-Certificate?

Please go to "EVENTS" > "PAST EVENTS" > "(The race you joined)" > "(Section xx / xx km)" > "MY CERTIFICATE"

How to Sign Up?

Please read the instructions on

https://www.trailme.com.hk/sites/default/files/2020-11/HowToSignUp.pdf

Do you support Virtual Races?

Absolutely. TRAILME provides an ongoing live tracking and updated leaderboard. Each runner has the personal cut off time and can re-do the same course to improve the performance many times. Virtual Race courses are indicated by the . If you want to participate a Virtual Race, go to , select the course and make your registration to get instantly your BIB#, then start running.

Where can I find my race results?

Go to and switch to . Here you find all the past events with your and all other runners results. Each runner has all detailed ranking, distance and time information. For courses with checkpoints, TRAILME will provide check-in, check-out and transition times. Please see more on https://www.trailme.com.hk/sites/default/files/2020-12/RankingLeaderboardV2.pdf

Where can I see the actual ranking?

Go to and select the course. You will see the course map. Choose the to see the actual leaderboard.

Please see more on https://www.trailme.com.hk/sites/default/files/2020-12/RankingLeaderboardV2.pdf

What do I need to do to see my friends running?

Go to and select the course your friend is participating. You will see the course map. Choose the to add your friend(s) to the live tracking from the actual leaderboard. Please see more on the videos - "How to Watch a Race?" https://www.youtube.com/watch?v=Hsm4cJ4aFBE (English) https://www.youtube.com/watch?v=E_i2ukiaWYs (Cantonese)

What is this small elevation icon for?

The icon shows the elevation just ahead of the runner (like for the next 250-500 meter). The colour is a good indicator to understand how the actual profile looks like. For more details and total elevation graph, just click the .

Please see more on https://www.trailme.com.hk/sites/default/files/2020-12/Elevation.pdf

How does PRESTART works?

We know about the challenge at the start to see who is actually at the location and will enter the race. We provide a new feature – check in to PRESTART, like when you line up for boarding or race cars coming to the pole start position. Everyone can watch which athletes will go onto the course already before the official start time.

What does the race status GIVEUP mean?

GIVEUP is a new status, which we are using for virtual races when a runner decides to stop on the course. DNF is the status when e.g. the racer cannot finish the course within the given cut off time.