Support

This page covers the problems that come up most often, and how to reach us when it does not cover yours.

Common issues

Strava will not connect

1. Open Basecamp → Settings → Connections and select Disconnect.
2. Wait a few seconds, then select Connect with Strava again.
3. Authorize every permission Strava asks for. Declining one leaves the connection incomplete.

An error mentioning a "limit of connected athletes" is a cap on our side, not a problem with your account. Contact us and we will raise it.

Activities are not syncing

• Check the activities are not set to "Only You" on Strava. Minou cannot read those.
• Open the Basecamp dashboard to trigger a sync, or use Sync Now in Basecamp Settings.
• Still missing after a few minutes: run Sync Audit in Basecamp Settings, then Sync Missing. See Strava Sync.

Heart rate zones look wrong

• Check your zone boundaries under Basecamp Settings → HR Zones, and your LT1 and LT2 values under Basecamp Settings → Lactate Threshold.
• Boundaries update as soon as you save a threshold change.
• Without a lactate threshold test, the zones are estimated from your watch boundaries or from VDOT, and will not match your measured physiology. See Heart Rate Zones.

Account problems

• No sign-in link. Check the inbox for the address the invite was sent to. Links expire, so request a new one if it has been sitting a while.
• Wrong workspace. Use the workspace selector in the sidebar to switch.

Contact

If none of the above covers it, write to support@minou.io. We reply within 12 hours.

There is also a help icon in every app. It opens a panel with 2 tabs: Help searches the documentation, and Messages starts a conversation with us without leaving the screen you are on.

Data and privacy

• Minou only reads your Strava activity data. It never modifies or deletes anything on Strava.
• You can disconnect Strava and delete your synced data at any time from Basecamp Settings.
• For the full picture, see the Privacy Policy.