Important safety information
Do not rely on Kusihhu Route Planner as your only navigation or safety method
Before following a route, check access rights, local restrictions, weather, ground conditions, route suitability, remaining daylight, phone battery and mobile coverage. Carry an appropriate backup navigation method for remote or unfamiliar routes.
Browse help topics
Getting started
Learn how to open the planner, create an account and understand the main controls.
Creating and managing routes
Learn how to create, save, reopen, edit, search, download and delete routes.
Maps and path overlays
Learn about Street, Satellite and Ordnance Survey maps, plus footpath and route overlays.
Plans, trials and Pro access
Understand Free, Trial and Pro access, subscription management and Android purchase availability.
Troubleshooting
Try solutions for common loading, route, map, location and file problems.
Accounts and login
Get help with signing in, resetting your password, account settings and account deletion.
GPX and TCX files
Find help with importing GPX files and exporting routes for GPS devices and other services.
Live location and full-screen mode
Get help with location permission, following your position and using the map outdoors.
Android app help
Troubleshoot installation, updates, location permission and Google Play testing access.
Contact support
Send us details of a problem that is not answered elsewhere on this page.
Getting started with Kusihhu Route Planner
Kusihhu Route Planner can be used through a web browser or through the Android app.
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You will need an internet connection for most features, including route calculation, maps, account access and saving routes.
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Opening the Route Planner
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Open planner.kusihhu.com in a supported web browser, or launch the Kusihhu Route Planner app on your Android device.
The planner will open at your saved default location where one has been set. Otherwise, it will display the standard starting map area.
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Create a Kusihhu Route Planner Account​
You need an account to save and manage routes.
From the sign-in screen:
1. Select Create account.
2. Enter your name, email address and password.
3. Review the Terms & Conditions and Privacy Policy.
4. Submit the registration form.
5. Sign in using the account details you created.
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Use an email address that you can access. It will be needed if you ever need to reset your password or receive important account information.
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Sign in to an existing account
Enter the email address and password associated with your Kusihhu account, then select Sign in.
Once signed in, your saved routes, plan information and account settings will become available.
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Understanding the main screen
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​​​Account summary​
Displays your current free, trial or pro plan, saved-route allowance andaccess to features such as TCX export.​
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Import​
Imports a compatible GPX file so that an existing route can be viewed, saved and managed in Kusihhu.
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Location search​
Searches for a town, village, postcode, landmark or other place and moves the map to that location.
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Path-overlay key​
Explains the colours and line styles used for footpaths, bridleways, cycle routes and restricted byways.
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Create route​
Starts a new walking or cycling route and opens the route planning controls.
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Map selector​​
Switches between available street, satellite and ordnance survey map views.​
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Saved routes​
Shows routes stored in your account and provides controls for viewing, editing, downloading and deleting them.​
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Account settings
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Opens your profile, security, default-location, subscription, support and legal options.
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Setting your default location
Choose a default map location
A default location lets Kusihhu open the map near the area where you most often plan routes.
To set it:
1. Open Account Settings.
2. Select Default Location.
3. Search for the town, village, postcode or area you want to use.
4. Save the selected location.
The planner should use this location the next time you sign in.
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Using Kusihhu Route Planner on Android
Android app basics
The Android app opens the same Kusihhu Route Planner used on the website, adapted for a mobile screen.
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Changes and improvements made to the live planner can become available in the Android app without requiring a new installation from Google Play.
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Some Android features, including live location, require permission from your device. Kusihhu will only access your location when you choose to use a location-based feature.
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First route recommendation
A useful first test
Start by creating a short route near an area you know well.
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Choose Walking or Cycling, add a few route points, review the elevation profile, save the route and then reopen it from your saved-route list. This is a simple way to become familiar with the main controls.
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Common getting-started problems
The planner does not load
Check your internet connection and refresh the page or reopen the Android app.
Where possible, try switching between Wi-Fi and mobile data.
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I cannot create an account
Check that every required field has been completed and that your email address is entered correctly.
Your password must meet the requirements displayed on the registration form.
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I cannot sign in
Check that you are using the correct email address and password. Passwords are case-sensitive.
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Use the Forgotten password option if you cannot remember your password.
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My saved routes are missing
Confirm that you are signed into the same Kusihhu account that was used when the routes were saved.
Routes are linked to the account that created or imported them.
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The map opens in the wrong area
Open Account Settings and check your saved Default Location. You can search for and save a different location at any time.
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Still need help?
Contact Kusihhu Support if you cannot open the planner, create an account or complete the first route.
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Please include the device and browser you are using, what you were trying to do and any error message that appeared.
Accounts and login
Your Kusihhu account stores your saved routes, account preferences and plan access.
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Always sign in using the same email address if you want to access routes you created previously.
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Creating a new Kusihhu Route Planner account
From the Kusihhu sign-in screen:
1. Select Create account.
2. Enter your name and email address.
3. Create a password that meets the displayed requirements.
4. Review the Terms & Conditions and Privacy Policy.
5. Submit the form and sign in using your new account details.
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Use an email address you can access. We may need to send password-reset or important account messages to this address.
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Sign in to your account
Enter the email address and password connected to your Kusihhu account, then select Sign in.
After signing in, your saved routes, plan information and account settings should become available.
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• Make sure there are no spaces before or after your email address.
• Check that Caps Lock is not affecting your password.
• Passwords are case-sensitive.
• Confirm that you are using the same account that created your saved routes.
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Reset a forgotten password
Select Forgotten password on the sign-in screen and enter the email address connected to your Kusihhu account.
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We will send a password-reset message where the account exists. Open the link in that email and follow the instructions to create a new password.
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Check your junk or spam folder if the reset email does not appear in your inbox. Also confirm that the email address was entered correctly.
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Update your profile
To review or update your account details:
1. Sign in to Kusihhu.
2. Open Account Settings using the settings icon.
3. Select Profile.
4. Update the available information.
5. Save your changes.
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Change your password
To change your password while signed in:
1. Open Account Settings.
2. Select Security.
3. Enter the requested current and new password information.
4. Save the change.
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Sign out of Kusihhu Route Planner
Open Account Settings and select the sign-out option.
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Signing out does not delete your account or saved routes. You can sign back in later using the same email address and password.
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Signing out is recommended when using Kusihhu on a shared or public device.
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Why can't I see my saved routes
Saved routes belong to the account that created or imported them.
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Check that you are signed into the correct Kusihhu account. Using a different email address will show a different route collection.
Also try:
• Refreshing the planner.
• Closing and reopening the Android app.
• Confirming that your internet connection is working.
• Checking whether the route was successfully saved before you left the planner.
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My Free, Trial or Pro status looks wrong
Refresh the planner or sign out and sign back in so Kusihhu can reload your latest account information.
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If you recently upgraded, started a trial or changed a subscription, allow a short period for the account status to update.
For continuing problems, contact support and include:
• The email address connected to your Kusihhu account.
• The plan currently displayed.
• The plan you expected to see.
• The approximate date and time of any subscription change.
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Do not include your password or full payment details.
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I can sign in on the website but not in the Android app
Confirm that the Android app has an active internet connection and that you are entering exactly the same email address and password used on the website.
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Close the app completely, reopen it and try signing in again.
You can also try:
• Switching between Wi-Fi and mobile data.
• Updating Chrome and the Android System WebView through Google Play.
• Restarting your phone.
• Checking that the date and time on your device are correct.
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Do not clear application data unless support asks you to, as this may remove locally stored preferences.
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Can I change the email address on my account?
Where an email-change option is available in Account Settings, follow the displayed instructions carefully.
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If you cannot change the email address yourself, contact Kusihhu Support from both the existing account email and the new email where possible.
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Delete your Kusihhu account
Deleting your account is permanent and may remove your saved routes, account details and access connected to that account.
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Read the Account Deletion page before submitting a deletion request.
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Downloading any routes you want to keep before requesting deletion is strongly recommended.
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Keep your account secure
Never share your Kusihhu password with another person.
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Kusihhu Support will not ask you to send your password, full payment-card number or security code by email.
Also recommended:
• Use a unique password.
• Sign out on shared devices.
• Treat unexpected password-reset emails with caution.
• Contact support if you believe someone else has accessed your account.
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Common account problems
I did not receive a password-reset email
Check your junk or spam folder and confirm that you entered the correct email address.
Wait a few minutes before requesting another reset message.
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My new password is not accepted
Check the password requirements shown on screen and make sure both new-password fields match exactly.
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I am repeatedly signed out
Check your internet connection, browser privacy settings and whether cookies or site storage are being automatically cleared.
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My name or account details have not updated
Refresh the planner or sign out and sign back in after saving your changes.
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I cannot open Account Settings
Confirm that you are signed in, then refresh or reopen the planner. Try another supported browser if the problem continues.
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Still need help?
Contact Kusihhu Support if you cannot access your account, reset your password or retrieve your saved routes.
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Please include the email address connected to your account, your device and browser, what you were trying to do and any error message displayed.
Never include your password.​​​
Creating and managing routes
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Kusihhu lets you create walking and cycling routes, review elevation information, save routes to your account and return later to view, edit or download them.
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Routes are calculated between the points you add to the map using the activity type you selected.
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Start planning a route
To create a route:
1. Sign in to your Kusihhu account.
2. Select Create Route.
3. Choose Walking or the appropriate Cycling option.
4. Search for the area where you want to begin, or move the map manually.
5. Select the map to place your starting point.
6. Continue selecting points along the journey you want to plan.
7. Review the route line, distance and elevation profile.
8. Enter a route name and save the route.
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Place route points at important junctions or places where you want to influence the route. Adding too many closely spaced points can make a route more difficult to edit.
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Walking and cycling route types
The selected activity influences how Kusihhu calculates the route between your points.
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Choose the option that most closely matches how you expect to travel. Walking and different cycling profiles may use different roads, tracks or paths.
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A calculated route is a planning suggestion, not confirmation that every road or path is suitable, open or legally accessible. Always check local access, conditions and restrictions before setting out. Read our Safety & Route Disclaimer for additional guidance.
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Find a town, postcode or place
Use the location search box to find a town, village, postcode, landmark or other place.
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Select the appropriate search result and the map will move to that area. You can then zoom in and place the first route point.
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If the wrong location appears
Try entering more detail, such as the town and county, or choose a more specific result from the list.
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Shape your route
Select the map to add each route point. Kusihhu will calculate a route between the new point and the previous one.
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Add another point whenever you need the route to follow a particular direction, pass through a location or avoid an unwanted alternative.
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Planning tip
Zoom in before placing points near junctions, paths or closely spaced roads. A point placed on the wrong road can cause the calculated route to take an unexpected direction.
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Correct the most recent route point
Select Undo to remove the most recently added route point.
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You can repeat this to step backwards through recent points, then continue planning from the corrected position.
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Check the route before saving
As the route develops, Kusihhu updates the total distance and elevation profile.
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Use the elevation graph to understand the climbs and descents along the planned route. On supported views, moving across the graph helps identify where changes in elevation occur on the map.
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Distance and elevation figures are estimates and may differ slightly from measurements recorded by a GPS device during the activity.
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Save the completed route
When the route is ready:
1. Enter a clear route name.
2. Review the displayed route information.
3. Select Save.
4. Wait for confirmation that the route has been stored.
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The saved route should then appear in your route list. The number of routes you can save may depend on your current plan.
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Naming tip
Use a name that will be easy to recognize later, such as “Malvern Hills Circular” or “Sunday Gravel Ride”.
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Discard an unfinished route
Select Cancel to leave route-creation mode.
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Where unsaved changes exist, Kusihhu may ask you to confirm that you want to discard them. Confirming will remove the unfinished changes.
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View a route from your collection
Find the route in your saved-route list and select it to display the route on the map.
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The route card may also show information such as its name, location, distance, activity type and creation or upload date.
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Find a route quickly
Use the route-list search where available to find a saved route by its name or location.
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Clear the search to display the full route collection again.
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Change an existing route
To edit a route:
1. Open the saved route.
2. Select Edit.
3. Add or adjust route points using the available controls.
4. Review the updated distance and elevation.
5. Select Save to keep the changes.
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Select Cancel if you don't want to keep edits. Kusihhu may ask you to confirm before discarding unsaved changes.
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After editing, check the complete route rather than only the changed section. Moving one route point can affect how nearby parts of the route are calculated.
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Store route-specific notes and equipment
Where available, open the Kit List for a saved route to record equipment, clothing, food or other notes connected to that journey.
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Save the kit list before closing it so the information remains associated with the route.
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Export a route
Open the route card and choose an available download option.
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GPX files can be used by many navigation apps and GPS devices. TCX export may depend on your current Kusihhu plan.
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Permanently remove a saved route
Select Delete on the relevant route card and confirm the action when prompted.
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Deleting a route removes it from your Kusihhu account and may not be reversible.
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Download a GPX or TCX copy before deleting a route that you may want to use again.
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View more of the map
Open a route and select the full-screen map control to enlarge the map and reduce surrounding interface elements.
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Your route remains visible, and live location can continue to update where permission has been granted.
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Use the Exit control, or the Escape key on a supported desktop browser, to return to the normal planner view.
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Why has Kusihhu chosen a different road or path?
The selected activity, location of your route points and available mapping data all influence the calculated route.
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Try the following:
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• Zoom in and check that each point is placed on the intended road or path.
• Add another point to guide the route through a particular location.
• Undo and replace a point that appears to be on the wrong side of a junction.
• Confirm that the correct Walking or Cycling profile is selected.
• Check whether the intended path is suitable and legally accessible.
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Common route problems
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The route does not calculate
Check your internet connection and confirm that the route points are placed on recognizable roads or paths.
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Undo the most recent point and try placing it nearby.
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The route takes a large detour
One of the points may be positioned on an inaccessible or disconnected road or path. Zoom in, undo the last point and place it more carefully.
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The map moves while I am adding points
Allow the map to finish loading before continuing. If the issue persists, save your work where possible and reopen the planner.
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My changes were not saved
Confirm that you selected Save and waited for the completion message before closing the app or browser.
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Check your internet connection and reopen the route to see whether the changes were stored.
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The distance looks incorrect
Inspect the full route for unexpected loops, detours or points placed on the wrong road. Editing or replacing the affected point should update the distance.
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I have reached my saved-route limit
Free accounts can store a limited number of routes. Delete an unwanted route or review the available plan options.
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Check every route before use
Kusihhu cannot guarantee that a calculated route is safe, passable or legally accessible.
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Check access rights, road and path conditions, closures, weather, terrain, daylight and the suitability of the route for your ability and equipment. Carry an appropriate backup navigation method.
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Still need help?
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Please include the route name, selected activity, device and browser, what you expected to happen and what happened instead. A screenshot is helpful where possible.
GPX and TCX files
Kusihhu can import compatible route files and export saved routes for use with navigation apps, GPS computers and other route-planning services.
GPX is widely supported by outdoor and navigation devices. TCX Course files are commonly used with cycling computers and services that support course information.
What is a GPX file?
GPX route files
A GPX file contains geographical points that describe a route, track or recorded activity.
GPX files are supported by many walking, cycling and outdoor navigation apps, GPS devices and route-planning services.
Kusihhu can use a compatible GPX file to display an existing route on the map and save it to your account.
What is a TCX file?
TCX course files
TCX is a file format commonly associated with fitness and cycling devices.
A TCX Course file can contain the route line and additional course information supported by compatible devices and services.
TCX support varies between devices. Check the instructions for your GPS computer or navigation service before transferring the file.
Import a GPX or TCX file
Add an existing route to Kusihhu route planner
To import a compatible route file:
1. Sign in to your Kusihhu account.
2. Select Import.
3. Choose the GPX or TCX file from your device.
4. Wait while Kusihhu reads and displays the route.
5. Review the route line, distance and elevation information.
6. Enter or confirm the route name and activity type.
7. Save the imported route to your account.
Do not close the planner while a large file is being processed. Importing may take longer on slower devices or connections.
Importing on Android
Choose a file on your Android phone
When you select Import in the Android app, your phone should open its file picker.
The file may be stored in Downloads, Files, Google Drive or another location available through your device.
Select the file and return to Kusihhu while it is processed.
If the file does not appear, check that it has a .gpx or .tcx filename extension and that it has been downloaded to a location accessible from the Android file picker.
Review an imported route
Check the route before saving or following it
After importing, inspect the complete route carefully.
Check:
• The start and finish locations.
• Whether the route line is complete.
• The displayed distance.
• The elevation profile.
• Any unexpected straight lines, loops or gaps.
• Whether roads and paths appear suitable and accessible.
Route files can contain inaccurate points, recording errors or outdated information. Importing a file does not confirm that the route is safe, passable or legally accessible.
Why might an imported route look different?
Differences between the original and imported route
An imported route may not always appear exactly as it did in the app, website or GPS device that created it.
Possible reasons include:
• Differences in mapping data.
• A file containing fewer or more track points.
• GPS recording inaccuracies.
• Simplification of a very detailed route.
• Differences in distance or elevation calculations.
• Missing or unsupported information in the original file.
Small differences are normal, but the complete route should still be checked before use.
Importing a recorded activity
Can I import a recorded walk or ride?
Many recorded activities are exported as GPX tracks and can be imported into Kusihhu.
A recorded track may contain GPS drift, pauses, repeated points or small movements that occurred while the activity was being recorded. These can affect the displayed route and distance.
Inspect recorded activities for unexpected loops or jumps before saving or reusing them as planned routes.
Save an imported route
Store the route in your account
Once the imported route has been reviewed:
1. Enter a clear route name.
2. Confirm the appropriate walking or cycling activity.
3. Select Save.
4. Wait for the save confirmation.
The route should then appear in your saved-route list alongside routes created directly in Kusihhu.
Imported routes count towards any saved-route limit associated with your account plan.
Export a route as gpx
Download a GPX file
To export a saved route:
1. Open the relevant route in your saved-route list.
2. Select Download GPX.
3. Choose where to save the file when prompted.
4. Import or transfer the downloaded file to your chosen app or GPS device.
The exact transfer process depends on the device or service receiving the file.
Export a route as TCX
Download a TCX course file
Where TCX export is available for your plan:
1. Open the saved route.
2. Select Download TCX.
3. Save the file to your device.
4. Transfer or import it into a compatible cycling computer, app or service.
TCX export is a premium feature and may require an active Trial or Pro account.
Transfer files to a GPS device
Using exported routes elsewhere
Kusihhu creates the route file, but the method used to transfer it depends on the receiving device or service.
Common methods include:
• Importing the file through the manufacturer’s website or mobile app.
• Copying the file to a connected GPS device.
• Uploading it to a cloud-based route library.
• Opening the file in a compatible navigation app.
Refer to the instructions supplied by the device manufacturer or service provider for the correct transfer process.
File downloads on Android
Where is my downloaded file?
Downloaded GPX and TCX files will normally be stored in your Android device’s Downloads folder unless you selected another location.
Open the Files or My Files app on your phone and check Downloads.
The filename will normally be based on the saved route name. Searching for “GPX”, “TCX” or part of the route name may help you locate it.
Common import problems
The file cannot be selected
Confirm that the file is stored on your device and has a supported .gpx or .tcx extension.
Files inside some email or cloud-storage apps may need to be downloaded before they can be selected.
Kusihhu says the file is invalid
The file may be damaged, empty or structured in a way that Kusihhu cannot read.
Try exporting the route again from the original app or service.
The import remains on the loading message
Large or highly detailed files may take longer to process.
Keep Kusihhu open, check your internet connection and allow the import to finish. If it does not complete, close the app and try again with a fresh copy of the file.
Only part of the route appears
The original file may contain several tracks, incomplete data or a break in its recorded points.
Open the file in its original service and check whether the complete route was included in the export.
The route contains a straight line
A straight line can indicate missing points or a break in the original recording.
Check the same area in the source file and avoid relying on that section without verifying the intended route.
The distance is different
Different apps and devices may calculate distance using different processing methods.
Check the route for unexpected points, loops or gaps. Small differences between services are normal.
The elevation looks different
Elevation can come from recorded GPS information or mapping data, depending on how the original file and receiving service process it.
Differences between devices and services should be expected.
Common export problems
Nothing happens when I select Download
Check whether your browser or device is blocking downloads.
Try again after allowing downloads for Kusihhu, or check the Downloads folder in case the file was saved without an additional message.
TCX export is unavailable
TCX export may require a Trial or Pro account.
Check the plan shown in Account Settings and refresh the planner after any recent plan change.
My device rejects the exported file
Confirm that the device or service supports the selected file format and that you are using its route or course import feature rather than an activity-upload feature.
The exported route is not visible on my GPS device
The file may still need to be synchronized, imported as a course or transferred to a specific folder.
Follow the instructions provided by the device manufacturer.
File safety panel
Check imported routes carefully
A GPX or TCX file may be inaccurate, outdated or created without checking access rights and current conditions.
Do not assume that an imported route is safe or legally accessible. Review the complete route, check local restrictions and carry an appropriate backup navigation method.
Still need help?
Contact Kusihhu Support if a compatible route file will not import, an exported file cannot be downloaded or the displayed route appears incomplete.
Please include your device, the file type, where the file came from and what happened when you tried to import or export it.
Where possible, attach the problem file. Do not send files containing information you do not have permission to share.
Maps and path overlays
Kusihhu provides several map styles to help you plan and review walking and cycling routes.
Depending on your location, account and map availability, you may be able to switch between Street, Satellite and Ordnance Survey mapping. Additional path overlays can help identify different types of paths and cycling routes.
Change the map style
Choose a map view
Use the map selector to switch between the available map styles.
Changing the map style does not alter your route. It only changes the map displayed underneath it.
Your route points, route line, elevation information and saved route details remain unchanged when you switch maps.
Street map
Street
The Street map provides a clear general-purpose view of roads, paths, place names and surrounding features.
It is useful for most route planning, particularly when placing route points near roads, junctions, towns and villages.
Zoom in before adding a route point near closely spaced roads or paths. This reduces the chance of placing the point on the wrong route.
Satellite map
Satellite
The Satellite map displays aerial imagery where available.
It can help you understand the surrounding landscape, vegetation, buildings, open ground and the approximate position of visible tracks.
Satellite imagery may not be current and should not be treated as confirmation that a path is open, accessible or legally available for public use.
Ordnance Survey map
Ordnance Survey mapping
Where available, the Ordnance Survey map provides additional topographical detail that may be useful when planning outdoor routes.
The level of detail shown depends on the selected zoom level, location and available map coverage.
Ordnance Survey mapping may be limited to certain account plans, locations or supported versions of Kusihhu.
Map symbols and visible tracks do not automatically confirm public access rights. Always check the current legal status and suitability of the route.
Path overlays
Understand the path overlay
Where available, Kusihhu can display coloured line overlays for certain path and route types.
These overlays are intended to provide additional planning information alongside the selected base map.
The path key may include:
• Footpath — green dotted line
• Bridleway — green dashed line
• Cycle route — blue dashed line
• Restricted byway — purple or brown dashed line
The path classification shown by an overlay depends on available mapping data and may be incomplete, outdated or incorrectly classified.
Open or close the path key
View the overlay legend
Select the path-key control in the lower corner of the map to open the overlay legend.
The legend explains the line styles used for the different path and route categories.
Select the control again to minimise the key and leave more space visible on the map.
Why are overlays not visible?
Overlay visibility and zoom level
Path overlays may only appear at supported zoom levels.
If no overlay lines are visible:
• Zoom further into the map.
• Allow the map a few moments to finish loading.
• Check that you are viewing a supported area.
• Confirm that your internet connection is active.
• Move the map slightly to trigger a refresh.
Not every path will have a visible overlay, even when it appears on the base map.
What the path types mean​
General path classifications
Footpath
A footpath is generally intended for travel on foot. Cycling rights should not be assumed unless separate permission or access rights exist.
Bridleway
A bridleway may generally be used on foot, horseback and by bicycle, although local conditions and restrictions can still apply.
Cycle route
A cycle-route overlay may identify a designated or mapped cycling route. The surface and suitability can vary significantly.
Restricted byway
A restricted byway may allow certain non-motorised forms of travel, but access conditions, surfaces and local restrictions can vary.
Important legal note
These descriptions are general guidance only. Access laws and classifications vary by country and location. Check official local information before relying on any path classification.
Routes and map overlays
Does the overlay control route calculation?
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The path overlay is a visual planning aid. It does not guarantee that Kusihhu will calculate a route along every path shown. Route calculation also depends on:
• The selected walking or cycling profile.
• The location of your route points.
• Available routing and mapping data.
• Whether paths are connected in the underlying data.
• Access restrictions recorded for the route.
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Place a route point carefully on the intended path to help guide the calculated route. Do not place points on a path solely because an overlay is visible.
Map does not load
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Blank or incomplete map
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If the map appears blank or incomplete:
1. Check your internet connection.
2. Wait a few moments for the map tiles to load.
3. Refresh or reopen Kusihhu.
4. Switch temporarily to another map style.
5. Disable any browser extension that may be blocking map content.
6. Confirm that your browser or Android app is up to date.
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Some map types contain more detailed imagery and may load more slowly than the standard Street map.
A map style is unavailable
Missing map option
A map option may be unavailable because of your location, account plan, temporary service availability or the version of Kusihhu being used. Try refreshing the planner and checking the plan shown in your account.
If the option was previously available and has disappeared, contact Kusihhu Support with your device and account details.
Map detail changes while zooming
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Why do features appear or disappear?
Maps show different levels of detail at different zoom levels. Road names, minor paths, contours, route labels and path overlays may appear only after you zoom further into an area.
This is normal and helps keep the map readable and responsive.
Map position or zoom is incorrect
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Return to the intended area
Use the search box to find the town, postcode or place again, or manually move and zoom the map. If you have set a default location in your account, Kusihhu may return to that area when the planner first opens.
Live-location note
Selecting the live-location control may move the map to your current device location when location permission is available.
Location names differ from expected
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Place names and labels
Place names are supplied by mapping and geocoding services. The displayed town, village, county or region may occasionally differ from the name commonly used locally. This does not usually affect the route itself.
Map attribution
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Mapping credits
Mapping providers and data sources are credited through the attribution control displayed on the map. The attribution may be minimised to preserve screen space. Select it to view the full provider information.
Common map problems
The map is slow to respond
Allow the current map area to finish loading before moving or zooming again. Satellite and detailed topographical maps may require more data than the Street map.
The map is blurry
Wait for the higher-resolution map tiles to load. A slow or unstable connection can temporarily display lower-detail imagery.
Some tiles are missing
Move the map slightly, change the zoom level or switch map styles and return. Refresh the planner if the missing area does not load.
The overlay key appears but no paths are shown
Zoom further into the map and check another nearby area. The selected location may not contain supported overlay data.
A path is shown in the wrong colour
The underlying map data may contain an incorrect or outdated path classification. Check an official local rights-of-way source before using the path.
A visible path is not used by the route
The path may not be suitable for the selected activity, may contain an access restriction or may not be connected correctly in the routing data. Try another activity profile or carefully add an additional route point nearby.
The map works in my browser but not the Android app
Check that the Android app has an internet connection and is updated to the latest available version. Close the app completely, reopen it and try the Street map first.
Mapping safety panel
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Maps are planning aids
Do not rely on any single map, overlay or route calculation as confirmation that a route is safe, open or legally accessible. Check official access information, local restrictions, closures, weather, terrain and current ground conditions. Carry an appropriate backup navigation method for remote or unfamiliar routes.
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Still need help?
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Contact Kusihhu Support if a map will not load, a map option is missing or path overlays appear incorrectly.
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Please include your device, browser or Android app version, selected map style, approximate location and a screenshot showing the problem.
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Live location and full-screen mode
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Live location can display your device’s current position on the Kusihhu map while you are walking or cycling. Full-screen mode enlarges the map and hides most surrounding controls, making it easier to view your route while travelling.
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Start live location
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Show your current position
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To start live location:
1. Open Kusihhu Route Planner.
2. Open or create the route you want to view.
3. Select the live-location control beside the map search.
4. Allow location access when prompted by your browser or Android device.
5. Wait for your current position to appear on the map.
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Your location marker should update as your device receives new position information.
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The first position may take longer to appear when location services have recently been enabled or the device has not obtained a clear GPS signal.
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Allow location permission
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Location access is required
Kusihhu cannot display your current position unless location permission has been granted. When your browser or device asks for permission, choose the option that allows Kusihhu to access your location while you are using it.
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Android guidance
On Android, the recommended option is normally “Allow only while using the app”. The wording may vary depending on your Android version and device manufacturer.
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Browser guidance
When using Kusihhu in a web browser, allow location access for planner.kusihhu.com when prompted.
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Permission was previously denied
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Restore location access
If location permission was previously denied, selecting the live-location control may not display another permission message. You may need to restore permission through your browser or device settings.
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Android steps
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On most Android devices:
1. Open Settings.
2. Select Apps.
3. Select Kusihhu Route Planner.
4. Select Permissions.
5. Select Location.
6. Choose “Allow only while using the app”.
7. Reopen Kusihhu and try live location again.
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Browser steps
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In a web browser:
1. Open planner.kusihhu.com.
2. Select the site-information or padlock icon beside the web address.
3. Open site permissions.
4. Change Location to Allow.
5. Refresh the page.
The exact steps may differ between browsers and devices.
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Turn on device location services
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Check your phone or computer settings
Granting permission to Kusihhu is not enough if location services are disabled for the entire device. Confirm that Location is switched on in your Android quick settings or system settings.
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On laptops and desktop computers, confirm that your operating system allows the browser to access location information.
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Understanding location accuracy
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Why the marker may not be exact
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Location accuracy depends on your device, GPS reception, nearby buildings, tree cover, weather conditions and the location information available to the browser or Android app.
The marker may occasionally appear beside the road or path rather than directly on it.
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Accuracy note
A phone with a clear view of the sky will generally provide a more accurate position than a desktop computer using network-based location.
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The accuracy circle
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Your estimated position area
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Where displayed, a circle around the location marker represents the approximate area in which your device believes you are located. A larger circle indicates greater uncertainty. Wait for the device to obtain a better signal before relying on the displayed position.
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Keep live location active
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Using live location while travelling
Keep Kusihhu open and visible while using live location.
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Some devices may reduce or pause location updates when:
• The screen is switched off.
• Another app is opened.
• Battery-saving mode is active.
• The browser tab is placed in the background.
• Android removes the app from memory.
For the most consistent updates, keep the screen active, leave Kusihhu open and disable aggressive battery-saving settings during the journey.
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Battery use
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Live location can increase battery consumption
​
GPS, mobile data and a continuously active screen can use a significant amount of battery. Begin with a sufficiently charged device and consider carrying a power bank for longer or remote journeys.
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Reduce screen brightness where safe and practical, but do not allow battery-saving settings to stop location updates unexpectedly.
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Mobile data and offline use
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An internet connection is normally required
Kusihhu requires an internet connection for most map, route and account features. Live location may determine your position without mobile data, but map tiles and route information may not load or update correctly without an active connection.
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Do not assume the route and maps will remain available after mobile coverage is lost.
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Stop live location
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End location tracking
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Select the live-location control again where available, close Kusihhu or remove location permission to stop further updates. Closing the planner may also stop the active location session, depending on your device and browser.
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Open full-screen map mode
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Enlarge the map
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To use full-screen map mode:
1. Open or create a route.
2. Select the full-screen map control.
3. The map will expand and most surrounding planner controls will be hidden.
4. Use the enlarged map to review your route and current position.
Your route remains displayed when entering full-screen mode.
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Live location in full-screen mode
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Follow your position on the enlarged map
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Live location can continue updating while the map is in full-screen mode, provided location permission has been granted and the device continues supplying position information.
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Full-screen mode does not improve GPS accuracy. It only provides a larger map view.
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Exit full-screen mode
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Return to the standard planner
​
Select the Exit control to leave full-screen map mode and return to the normal planner layout.
On a supported desktop browser, you can also press the Escape key.
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Full-screen mode on Android
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Viewing the map on a phone
​
Full-screen mode removes much of the surrounding interface so more of the map can be displayed on a smaller screen.
Rotate or move the phone only when it is safe to do so. Avoid operating the app while actively cycling or crossing a road.
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The map is not following my position
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Re-centre the live-location view
If you manually move the map, Kusihhu may allow you to inspect another part of the route rather than immediately returning to your current position.
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Select the live-location control again to re-centre the map where supported.
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Allow a few moments for a new location update to arrive.
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Common live-location problems
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No location marker appears
Check that:
• Location services are enabled on the device.
• Kusihhu has permission to access location.
• The device has an internet connection.
• Kusihhu remains open and visible.
• The device can obtain a GPS or network location.
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The marker shows the wrong location
Wait for the device to obtain a more accurate position and move to an area with a clearer view of the sky. Check that your browser or device is not using an outdated cached position.
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The marker stops moving
Bring Kusihhu back to the foreground, wake the screen and select the live-location control again. Check whether battery-saving mode or Android app restrictions have paused location access.
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Location works in the browser but not the Android app
Open Android Settings and confirm that Kusihhu Route Planner has location permission. Close the app completely, reopen it and select live location again.
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Android says that location was denied
The permission may previously have been declined or blocked. Restore location permission through Android Settings, then reopen Kusihhu.
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Location works over Wi-Fi but not outdoors
Confirm that mobile data is enabled and that Kusihhu is allowed to use it. GPS may still determine your position, but the map and route need an internet connection to load correctly.
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The position jumps around
Temporary jumps can occur when the GPS signal is weak or reflected by buildings, steep terrain or tree cover. Wait for the accuracy to improve before using the displayed position to make a navigation decision.
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Common full-screen problems
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Full-screen mode does not open
Allow the map to finish loading and try the control again.
Refresh or reopen Kusihhu if the control remains unresponsive.
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I cannot find the Exit control
Look near the edge of the enlarged map for the Exit button.
On desktop, press the Escape key to return to the normal planner view.
​
The map size looks incorrect after exiting
Allow a moment for the normal planner layout to resize.
If the map remains incorrectly sized, refresh the page or reopen the Android app.
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My route disappeared in full-screen mode
Exit full-screen mode and confirm that the route is still open.
Reopen the saved route and try full-screen mode again after the map has completely loaded.
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Privacy and live location
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Your device controls location access
​
Live location requires permission from your browser or Android device.
You can remove that permission at any time through your device or browser settings.
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Live location is designed to show your position within the planner. It should not be treated as an emergency tracking or rescue service.
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Live-location safety panel
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Do not rely on live location as your only navigation method
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A phone can lose GPS accuracy, mobile coverage, internet access or battery power without warning.
Before setting out, review the route, check access rights and conditions, carry an appropriate backup navigation method and make sure someone knows your plans when travelling in a remote area.
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Kusihhu is not an emergency-location or rescue service. Contact the appropriate emergency services when urgent assistance is required.
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Still need help?
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Contact Kusihhu Support if location permission has been granted but your position still does not appear, or if full-screen mode is not working correctly.
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Please include your device model, Android version or browser, whether location works in other apps, the permission currently selected and a description of what happens when you select live location.
Plans, trials and Pro access
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Kusihhu offers Free, Trial and Pro access.
Your plan determines how many routes you can save and whether certain advanced features are available. You can view your current plan and its status from your Account page.
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Check your current plan
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View your account status
Open Account and look for the plan information shown near your profile details.
Depending on your account, this may display:
• Free
• Trial, together with its expiry date
• Pro, together with its renewal date
• Founding Member Pro access
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Refresh the planner or sign out and back in if your plan was recently changed but the old status is still displayed.
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Free plan
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Using Kusihhu for free
The Free plan allows you to create, view and save a limited number of routes.
Free accounts can currently store up to three saved routes.
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Some advanced map, export or navigation features may require an active Trial or Pro account.
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Imported routes count towards the same saved-route limit as routes created directly in Kusihhu.
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Reaching the Free route limit
What happens when three routes are saved?
When your Free account reaches its saved-route limit, you will need to delete an existing route before saving another one, or upgrade to an eligible plan.
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Download a GPX copy before deleting a route that you may want to use again.
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Trial access
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Try Pro features
Eligible accounts may receive a 14-day Trial that provides temporary access to Pro features.
The Account page shows the date on which the Trial is due to expire.
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Trial eligibility may be limited to one Trial per account.
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Start a Trial
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Activate Trial access
Where a Trial is available:
1. Sign in to your Kusihhu account.
2. Open Account.
3. Select the Trial or upgrade option.
4. Review the information shown.
5. Confirm the Trial activation.
6. Return to the planner and refresh it if necessary.
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The available controls may differ depending on your account status and whether you are using the website or Android app.
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What happens when the Trial ends?
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Trial expiry
When the Trial expires, the account returns to Free access unless a Pro subscription has been activated.
Routes already saved to your account are not automatically deleted when the Trial ends.
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However, you may be unable to save additional routes or use certain Pro features until the number of saved routes is within the Free limit or Pro access is restored.
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Pro plan
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Ongoing Pro access
Kusihhu Pro provides continued access to the features included with the current Pro plan.
Depending on the version of Kusihhu and your location, Pro features may include increased route storage, additional map options, TCX export and advanced route-viewing tools.
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Current prices, billing periods and included features are shown on the Kusihhu website before purchase.
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Upgrade to Pro on the website
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Purchase Pro access
To upgrade through the Kusihhu website:
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1. Sign in at planner.kusihhu.com in a web browser.
2. Open Account.
3. Select the Pro upgrade option.
4. Review the price and subscription details.
5. Continue to the secure checkout.
6. Complete the payment.
7. Return to Kusihhu and confirm that Pro is displayed in your account.
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Website subscriptions are processed through Stripe. Kusihhu does not receive your complete payment-card details.
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Upgrading inside the Android app
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Android purchasing availability
Pro purchases are not currently available from inside the Kusihhu Android app.
The Android app can still be used with a Free, Trial or existing Pro account. Sign in using the same Kusihhu account to access the plan already connected to it.
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Uninstalling and reinstalling the Android app does not purchase, cancel or change your Kusihhu plan.
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Existing Pro users on Android
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Use your current subscription in the app
If you already subscribed to Pro through the Kusihhu website, sign in to the Android app using the same email address and password.
Your Pro status should be recognised automatically.
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If Pro is not recognised, check that you have signed in with the correct email address, then refresh the planner or sign out and back in.
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Manage a Pro subscription
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Open the subscription portal
Website subscribers can manage their subscription through the secure customer portal. To open it:
​
1. Sign in to Kusihhu through a web browser.
2. Open Account.
3. Select Manage Subscription.
4. Follow the instructions in the Stripe customer portal.
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From the portal, you may be able to view billing details, update your payment method, download invoices or cancel the subscription.
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Cancel a subscription
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Stop future renewals
Open Manage Subscription from your Account page and use the cancellation option provided in the customer portal.
Cancellation normally stops future renewal payments. Your Pro access may remain active until the end of the billing period already paid for.
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Deleting the Android app or signing out does not cancel a subscription.
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Renewal and expiry dates
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Understand the date shown in Account
A Trial account normally displays the date on which temporary access expires.
A recurring Pro subscription normally displays its next renewal date.
A cancelled subscription may continue to show Pro until the current paid period ends.
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Update payment information
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Change the payment card
Open Manage Subscription from the website Account page and update your payment method through the Stripe customer portal.
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Payment information cannot currently be changed from inside the Android app.
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Payment was declined
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Checkout or renewal problems
A payment can be declined by the card provider or payment service for several reasons. Check:
• The card number and expiry date.
• The billing address.
• Available funds.
• Whether online or recurring payments are enabled.
• Whether your bank needs you to approve the payment.
​
Try another supported payment method or contact your card provider if the problem continues.
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Payment succeeded but Pro is not showing
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Refresh your account status
After completing payment:
1. Return to Kusihhu.
2. Refresh the website or reopen the Android app.
3. Sign out and back in if necessary.
4. Confirm that you are using the same email address used during checkout.
​
If Pro still does not appear, contact Kusihhu Support and include the payment date, account email and any Stripe receipt or invoice number. Do not send full payment-card details.
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TCX export is unavailable
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Check your plan
TCX export is a premium feature and may require an active Trial or Pro account.
Open Account and confirm that your Trial or Pro access has not expired.
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Refresh the planner after any recent upgrade or account-status change.
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Premium map or location feature is unavailable
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Missing Pro feature
Some map and navigation features may depend on your current plan, location or version of Kusihhu.
Confirm that your account displays Trial or Pro, then refresh the planner.
​
A feature may also be temporarily unavailable because of map coverage or a service interruption.
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Founding Member Pro access
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Pro for life
Approved Kusihhu Founding Members may receive Pro access for life as a thank-you for meaningful participation in early testing and feedback.
This access is connected to the accepted Founding Member account and is not a recurring paid subscription.
​
Founding Member status is granted individually and may not be transferable to another account.
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Confirm that you are signed in with the same email address used for your Founding Member application and testing invitation.
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Refunds and subscription terms
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Billing policies
Subscription, cancellation and refund information is provided in the Kusihhu Subscriptions & Returns policy and the applicable Terms & Conditions.
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Common plan and billing problems
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My Trial has disappeared
The Trial may have expired or may already have been used on the account. Check the expiry date shown in Account.
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My route limit still shows 3
Refresh Kusihhu and sign out and back in. Confirm that the correct account displays an active Trial, Pro or Founding Member status.
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Manage Subscription is missing
The Manage Subscription option is normally available only for subscriptions purchased through the Kusihhu website. It may not appear for Free, Trial or Founding Member accounts.
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I subscribed using a different email address
Pro access is connected to the Kusihhu account associated with the subscription. Sign in using the email address used for that account or contact Support for assistance.
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I cancelled but Pro is still active
Your access may continue until the end of the billing period that has already been paid for. Check the date shown in Account or the Stripe customer portal.
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I deleted my account but still have a payment concern
Contact Kusihhu Support immediately with the email address used for the subscription and any available receipt or invoice information.
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Billing-security panel
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Protect your payment information
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Never send your complete card number, card security code or online-banking password to Kusihhu Support. For payment enquiries, provide only your Kusihhu account email, payment date and Stripe receipt or invoice reference.
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Still need help?
​
Contact Kusihhu Support if your plan is incorrect, a successful payment is not reflected in your account or you cannot open the subscription portal.
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Please include your Kusihhu account email, the plan currently shown, the plan you expected to see and the approximate date of any Trial activation, payment or cancellation. Do not include complete payment-card details.
Suggested compact layout
Troubleshooting
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Most Kusihhu problems can be resolved by checking your internet connection, refreshing the planner and confirming that you are signed in to the correct account. Work through the steps below before contacting Support.
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Start with these checks
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Quick troubleshooting
Try these steps in order:
1. Confirm that your device has a working internet connection.
2. Allow any current route, map or file operation to finish.
3. Refresh the browser page or close and reopen the Android app.
4. Confirm that you are signed in to the correct Kusihhu account.
5. Check for browser, Android and Kusihhu app updates.
6. Try the same feature again.
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Save any route changes before refreshing or closing Kusihhu. Unsaved changes may be lost.
​
Check your internet connection
​
Maps and routes require internet access
Kusihhu requires an active connection for most features, including maps, route calculation, place search, account access, file imports and saved routes.
Open another website or app to confirm that your connection is working.
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Where possible, switch between Wi-Fi and mobile data. Public, workplace or guest Wi-Fi networks may block some map or routing services.
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Refresh Kusihhu
​
Reload the planner
​
In a web browser, refresh planner.kusihhu.com and allow the page to load completely before opening or editing a route.
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On Android, close Kusihhu from the recent-apps screen and then reopen it from the app icon.
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Refreshing or reopening the planner does not delete routes that have already been saved to your account.
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Sign out and back in
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Refresh your account session
Signing out and back in can resolve problems with saved routes, plan status and account information.
Before signing out, save any route or kit-list changes that you want to keep.
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1. Open Account.
2. Select Sign Out.
3. Close and reopen Kusihhu.
4. Sign in using the correct email address and password.
5. Check whether the problem remains.
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Check for updates
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Use the latest available version
Older browser or Android components can cause maps, downloads or account controls to behave incorrectly. Update:
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• Your web browser.
• The Kusihhu Android app.
• Android System WebView.
• Google Chrome on Android.
• Your device operating system where an update is available.
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Try another browser
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Identify a browser-specific problem
If Kusihhu is not working correctly in one browser, try opening planner.kusihhu.com in another current browser.
This can help identify whether the problem is caused by browser settings, extensions or stored site data.
​
You must sign in using the same Kusihhu account to access your existing saved routes.
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Disable blocking extensions
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Privacy and security tools
Browser extensions, VPNs, tracking protection, content filters and security software can sometimes block maps, downloads, authentication or payment pages.
Temporarily disable the relevant extension or filtering service and try Kusihhu again.
​
Only change security settings that you understand, and restore your preferred settings after testing.
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Clear the browser cache
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Remove an outdated page copy
If Kusihhu repeatedly displays an old or incomplete version, clear the browser cache for planner.kusihhu.com and reload the page.
​
Clearing cookies or complete site data may sign you out. Save any unfinished work first and make sure you know your login details.
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The planner will not load
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Blank, incomplete or loading screen
Try the following:
• Confirm that the internet connection works.
• Refresh or reopen Kusihhu.
• Allow the page additional time to load.
• Disable a VPN or blocking extension temporarily.
• Try another current browser.
• Restart the device.
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On Android, also confirm that Kusihhu, Chrome and Android System WebView are up to date.
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The map is blank
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Map tiles are not appearing
Check your connection and wait for the map to finish loading.
Try switching to the Street map, changing the zoom level or moving the map slightly.
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If the map remains blank, refresh Kusihhu and temporarily disable any VPN, content filter or browser extension that may be blocking map services.
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The map is slow
​
Improve map performance
Satellite and detailed mapping may use more data than the standard Street map.
Allow each map area to finish loading before moving or zooming again. Switching to Street view may improve performance on a slow connection.
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A route will not calculate
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Check the route points
Undo the most recent route point and place it again on a clearly visible road or path. Also check that:
• The correct walking or cycling activity is selected.
• The points are not separated by an inaccessible or disconnected area.
• The route points are not placed on buildings, water or unmapped ground.
• Your internet connection is active.
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Zoom further into the map before placing points near junctions or closely spaced paths.
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A route takes an unexpected direction
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Guide the calculated route
Inspect each route point and check that it is positioned on the intended road or path.
Undo and replace any incorrect point, or add another point to guide the route through a particular junction or location.
​
Do not assume that a calculated route confirms legal access, surface condition or suitability.
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A route will not save
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Check the account and connection
Confirm that:
• You are signed in.
• The route has a name.
• The internet connection is active.
• You have not reached the saved-route limit for your plan.
• A previous save operation is not still running.
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Select Save once and wait for confirmation before closing or refreshing Kusihhu.
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Saved routes are missing
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Check the signed-in account
Confirm that the email address shown in Account is the one previously used to save the routes.
Also check whether the route-list search is hiding some results.
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Refresh the planner or sign out and back in if the correct account is already displayed.
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A saved route will not open
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Reload the route collection
Refresh Kusihhu, allow the route list to load fully and try opening the route again.
Check your internet connection and confirm that another route operation is not still being processed.
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Route changes were lost
​
Unsaved edits cannot always be recovered
Changes may be lost if the browser, app or device was closed before Save completed.
After selecting Save, wait for the confirmation message before leaving the route or closing Kusihhu.
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Import does not work
​
GPX or TCX file problems
Confirm that the selected file:
• Has a .gpx or .tcx extension.
• Has been downloaded to your device.
• Is not empty or damaged.
• Came from a supported route or activity export.
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Try exporting a fresh copy from the original service if Kusihhu reports that the file is invalid.
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A download does not start
​
Check downloads and browser permissions
Check the device’s Downloads folder first. The file may have been saved without an additional confirmation message.
​
Confirm that downloads are allowed, sufficient storage is available and the route has fully loaded.
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Live location does not work
​
Check location access
Confirm that:
• Device location services are switched on.
• Kusihhu has permission to access location.
• The browser or Android app is open and visible.
• Battery-saving settings are not pausing location updates.
• The device can obtain a GPS or network location.
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Move outdoors or to an area with a clearer view of the sky and select the live-location control again.
​
Full-screen mode does not work
​
Reload the map controls
Allow the map to finish loading before selecting full-screen mode.
Refresh or reopen Kusihhu if the control does not respond.
​
On desktop, press the Escape key if you need to exit full-screen mode and the Exit control is not visible.
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Plan status is incorrect
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Refresh Trial or Pro access
Confirm that you are signed in using the correct email address.
Refresh Kusihhu, then sign out and back in if the plan still appears incorrectly.
​
For a recent payment, allow a short time for the account status to update before trying again.
​
Do not send complete payment-card details to Kusihhu Support.
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A button does not respond
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Wait for the current operation
A map, route, file or account operation may still be processing.
Wait a few moments and select the button once more. Avoid repeatedly selecting the same control.
​
Refresh or reopen Kusihhu if the interface remains unresponsive.
​
An error message appears
​
Record the exact message
Read the message carefully and note what you were doing immediately before it appeared.
Take a screenshot showing the complete message where possible.
​
Useful information to record
Include:
• The exact error wording.
• The date and approximate time.
• The feature you were using.
• Your device and browser.
• Whether the problem happens every time.
• The route or file involved, where relevant.
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Restart the device
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Resolve temporary system problems
Restarting the phone, tablet or computer can clear temporary browser, network, memory and location problems.
Save your work before restarting.
​
Reinstall the Android app
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Final Android troubleshooting step
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Reinstall Kusihhu only after trying the earlier checks.
Make sure completed routes have been saved to your account before uninstalling. After reinstalling, sign in using the same email address.
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Uninstalling the app does not cancel a subscription or delete routes already saved to your Kusihhu account.
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Information to include with a support request
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Help us investigate
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When contacting Kusihhu Support, include:
• Your device manufacturer and model.
• Android version or browser name and version.
• Whether you are using Wi-Fi or mobile data.
• The feature that is not working.
• The steps that lead to the problem.
• The exact error message.
• Whether the problem happens every time.
• A screenshot where appropriate.
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Remove unnecessary personal, payment or precise location information from screenshots before sending them.​
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Do not continue with an unreliable route
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Do not rely on Kusihhu if the map, route or live location is incomplete, inaccurate or not updating correctly. Stop in a safe place, use an appropriate backup navigation method and verify your position and route before continuing.
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Still need help?
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Contact Kusihhu Support if the problem remains after completing the relevant troubleshooting steps.
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Please describe what you expected to happen, what happened instead and the troubleshooting steps you have already tried.
Contact Kusihhu Support
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Contact Kusihhu Support if you need help with your account, route planning, maps, route files, plan access or the Android app. Providing clear details about the problem helps us investigate it more quickly.
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Before contacting Support
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Try the relevant help section first
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Before sending a support request:
1. Check the relevant section of this Help & Support page.
2. Confirm that your internet connection is working.
3. Refresh Kusihhu or close and reopen the Android app.
4. Make sure you are signed in to the correct account.
5. Install any available browser, Android or Kusihhu updates.
6. Record any error message that appears.
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Save any unfinished route or kit-list changes before refreshing, signing out or closing Kusihhu.
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Email Support
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Send us a support request
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The main Kusihhu support email address is:
Link the email address to:
mailto:support@kusihhu.com
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Main support button
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Choose the correct subject
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Help us identify your enquiry
Use a clear email subject that describes the area where you need help. Examples include:
• Kusihhu account and login support
• Kusihhu route-planning support
• Kusihhu GPX or TCX support
• Kusihhu maps and path-overlay support
• Kusihhu live-location support
• Kusihhu plan or subscription support
• Kusihhu Android app support
• Kusihhu Founding Member support
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Account and login enquiries
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Problems accessing your account
For account, password or missing-route enquiries, include:
• The email address connected to your Kusihhu account.
• Whether you are using the website or Android app.
• The exact message shown when you try to sign in.
• Whether password-reset emails are arriving.
• When you last successfully accessed the account.
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Never include your password in a support email.
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Route-planning enquiries
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Routes that will not calculate, save or open
For a route problem, include:
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• The route name, where available.
• The approximate start and finish locations.
• The selected walking or cycling activity.
• What you expected the route to do.
• What happened instead.
• Whether the problem occurs every time.
• A screenshot of the route or error message.
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Remove any precise home address or other unnecessary personal location information before sending a screenshot.
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GPX and TCX enquiries
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Problems importing or exporting files
For a route-file problem, include:
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• Whether the file is GPX or TCX.
• The app, website or device that created it.
• Whether you are importing or exporting.
• The exact error message.
• Whether the full route, part of the route or no route appears.
• Your device and browser or Android version.
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Where appropriate, attach the problem file so it can be examined. Only send files that you have permission to share.
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Map and live-location enquiries
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Problems with maps, overlays or your position
Include:
• The selected map style.
• The approximate area being viewed.
• Whether the problem affects Street, Satellite or Ordnance Survey mapping.
• Whether path overlays are visible.
• Whether location permission has been granted.
• Your device and browser or Android version.
• A screenshot showing the problem.
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Plan and subscription enquiries
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Trial, Pro and payment support
For a plan or subscription enquiry, include:
• Your Kusihhu account email.
• The plan currently displayed.
• The plan you expected to see.
• The approximate date of a Trial activation, payment or cancellation.
• A Stripe receipt or invoice reference where relevant.
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Never send your complete card number, card security code, online-banking password or a photograph of your payment card.
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Android app enquiries
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Help with the Kusihhu Android app
Include:
• The phone manufacturer and model.
• The Android version.
• The Kusihhu app version, where known.
• Whether you are using Wi-Fi or mobile data.
• The feature that is not working.
• The exact steps that lead to the problem.
• Any error message or screenshot.
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Founding Member enquiries
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Testing and Founding Member support
Founding Members can contact Support about test access, feedback forms, testing instructions or Founding Member Pro status.
Include the email address used for your application and Google Play testing invitation.
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What information should I include?
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Help us reproduce the problem
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A useful support request normally includes:
• Your Kusihhu account email.
• Your device model.
• Android version or browser name and version.
• The feature you were using.
• What you expected to happen.
• What happened instead.
• The exact error wording.
• The date and approximate time.
• Whether the problem happens every time.
• The troubleshooting steps already attempted.
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Screenshots and screen recordings
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Visual evidence can help
A screenshot or short screen recording can make an interface problem easier to understand.
Make sure the image clearly shows the relevant error, control or route area.
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Before sending it, remove or hide passwords, payment details, private email content, precise home locations and any other information that is not needed for the investigation.
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Reporting a problem with a specific route
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Identify the affected route
Include the route name and approximate area, together with a description of the affected section.
For example:
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“The route named Cannock Gravel Loop takes an unexpected detour near the northern junction after I add the fourth route point.”
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This is more helpful than reporting only that the route is incorrect.
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Reporting an error message
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Copy the complete wording
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Include the complete error message rather than a shortened description.
Also explain what you selected immediately before the error appeared.
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Example:
“I selected Save after editing a route. The message appeared at approximately 14:30 on a Samsung Galaxy S23 using the Android app.”
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Suggestions and feature requests
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Recommend an improvement
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Suggestions for new features and improvements are always welcome.
Explain:
• The problem you are trying to solve.
• How you currently handle it.
• What you would like Kusihhu to do.
• Whether the feature would mainly help with walking, cycling or both.
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Account deletion
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Request or manage account deletion
Use the Kusihhu Account Deletion page for information about deleting your account and associated personal information.
Review any active subscription separately before completing an account-deletion request.
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VIEW ACCOUNT DELETION INFORMATION
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Response expectations
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After sending your request
Kusihhu Support will review the information supplied and may ask for further details to reproduce or investigate the problem.
Keep the original email conversation when replying so the previous information remains available.
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Complex route, file or device-specific problems may require additional testing before a solution can be confirmed.
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Emergency assistance
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Kusihhu Support is not an emergency service
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Do not use the support email to request urgent rescue, medical or emergency assistance.
If you are in immediate danger or require urgent help, contact the appropriate emergency services for your location.
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Kusihhu cannot remotely monitor your journey or determine your current position.
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Support privacy panel
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Only send information needed for the enquiry
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Do not send passwords, complete payment-card details, online-banking credentials or unnecessary personal information.
Screenshots and route files may contain location information. Review them carefully before attaching them to an email.
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Still need help?
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Email Kusihhu Support with a clear description of the problem and the device or browser you are using.
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