RouteUp Support
Email [email protected]
That is a real inbox, read by the person who builds the app. We aim to reply within two business days (Sydney time).
If you are reporting a problem, it helps enormously to include your phone model, whether you are on iOS or Android, and the stop or journey where it went wrong.
This opens your own email app with the details filled in, so your reply address is always right. Nothing is sent through this website. If the button does nothing, just email [email protected] directly.
I bought Pro and it is not showing up
Open Settings inside the app and choose restore purchases. Make sure you are signed in to the same Apple or Google account you bought with; purchases are tied to that store account, not to a RouteUp login, because RouteUp has no accounts. If a restore still does not bring it back, email us with the date of purchase and we will sort it out.
How do I get a refund?
Refunds are handled by the store you bought through, not by us. On iOS use Apple's Report a Problem page; on Android use Google Play's refund process. If the store turns you down and you think it was wrong, email us and we will help. Nothing here limits your rights under the Australian Consumer Law.
My saved trip disappeared
On the free version, a saved trip lasts 10 minutes and then expires. That is the main thing RouteUp Pro changes: with Pro, trips you add stay saved indefinitely. Pro also adds live trip tracking with missed-connection rescue, and removes all ads.
How do I get rid of the ads?
Buy RouteUp Pro, a one-time purchase rather than a subscription. Every ad disappears the moment the purchase completes.
A departure time was wrong
RouteUp uses Transport for NSW open data. Timetables change, services get cancelled, and real-time predictions can lag or be wrong at the source. Treat the app as a planning aid, not a guarantee, and check official sources when the timing really matters. If a particular route is consistently wrong, tell us which one and we will look at how we are reading that feed.
The app is showing old timetables, or nothing at all
Timetable data is downloaded to your phone, grouped by mode and region. Open the timetable downloads screen and check the ones you use are present and up to date. If the app warns that a bundle is stale, refreshing it there usually fixes it.
Do I have to give it my location?
No. Location is only used, on your phone, to sort nearby stops, and your coordinates never leave the device. Decline it and the app works normally; you pick stops by name instead.
How do I turn off usage analytics?
Settings has an analytics toggle. Turning it off stops all event collection. What we do and do not record is set out in the privacy policy.
I want my data deleted
Everything RouteUp stores about your travel lives on your phone and is gone when you delete the app. For the anonymous records held by our crash reporting, analytics, and purchase providers, email us and we will action a deletion request.
Accessibility, or a feature you are missing
Both are worth an email. RouteUp is a small independent app and requests from actual commuters are how it gets better.
About us
RouteUp is made by Melon Labs (ABN 31 267 542 900), a sole trader business based in New South Wales, Australia.