Is komoot down or not working today?

Something is wrong in the app or on the website

• Restart your device.
• Sign out and sign back into your komoot account.
• Use a strong internet connection, or switch to a different one.

Before you sign out, note which account you're using so you can log back in to the same one.

The website misbehaves in your browser

• Update and relaunch your browser, or try incognito browsing.
• Temporarily disable extensions such as ad blockers or privacy tools.
• If the issue persists, switch to a different browser.

Maps or media don't load on your network

• Turn off any security software, VPN, proxy, firewall or ad blocker, or add an exception for komoot.
• Test another network: a mobile hotspot or a different Wi-Fi.

If that does not work: If it works on another network, your internet provider or network administrator can check whether komoot's map or media resources are being filtered.

You forgot your password

• Go to the password reset page, enter the email address of your komoot account and select 'Send new password'.
• Log in with the new password from the email, then change it.

The reset email doesn't arrive

• Check your spam folder and search for emails from notification@komoot.de.
• Signed up with Apple, Facebook or Google? Use the email address linked to that account.

The new password doesn't work

• Type it exactly as in the email, without extra spaces: if you requested several resets, only the most recent password works.

komoot asks you to create a new account instead of logging you in

The email address you entered is not linked to an existing komoot account.

• Check for typing errors; if you copy-paste the address, type it manually instead.
• Double-check which email address you used to sign up, especially if you have several.

'Invalid email address'

The address entered is not linked to any komoot account.

• Check for typos and try again, or try another address you may have used to sign up.

You use an email alias or address variation

komoot treats each email address as a separate login, even if the variations reach the same inbox.

• Enter the exact email address you originally registered with.

'Offline data not synchronized', or routes don't load without a connection

The content needed for offline use has not finished downloading or validating on your device.

• Download both the route and the regional maps covering your whole planned area, including the start point and any return leg.
• While still online, open the route again so the app can finish syncing; then go offline and open it once more to verify.

If that does not work: If the warning remains, open the route details, use 'Replan this route' or 'Plan similar route' to create a fresh copy, and download that copy.

Conditions: The route's starting point must be inside a region you have unlocked.

Your Premium renewal payment failed

Your subscription may lapse, but your account, routes, activities and purchased maps are not deleted, and no payment is taken unless the renewal succeeds.

• Go to Account Settings > Premium and update your payment details: komoot retries the new payment method if automatic renewal is still on.

If that does not work: If automatic renewal was disabled after repeated failed attempts, re-subscribe from the same page.

You want a refund

If eligible, the last payment is refunded automatically to the original payment method and access to the product is removed.

• Bought on komoot's website: log in to the paid account, open the refund page, choose one-time purchase or subscription, select the product and submit.

Conditions: One-time purchases: within 14 days. Weekly and monthly subscriptions: within 20 days. Yearly or multi-year subscriptions: within 60 days.

You submitted the request and wait for the money

• Allow 5 to 10 working days; for status updates, contact your bank, card issuer or PayPal.