Questions? We've got you.
Every day on the snow writes another chapter — here's help with the in-between bits. Not finding yours? Email support@snowstory.app.
Where is my old data?
If you recently signed in with Apple and chose Hide My Email — great choice for privacy, and everything is fixable. Nothing is lost.
What happened: when you hide your email, Apple gives SnowStory a private relay address instead of your real one. If your earlier SnowStory days were signed in with Google, they live with your real email — so your new Apple sign-in opened a fresh, empty story rather than your existing one. Your original account and every capture in it are exactly where you left them.
To get back to your existing story, pick whichever fits:
1. Easiest — use Google Sign-In
Sign out (Settings → Sign Out), then tap Continue with Google. You're home: same seasons, same squad, same points.
2. Happy where you are?
Also fine! If this is your first season or you want a fresh start, just keep riding — the hidden-email account is a full, first-class SnowStory account, and Apple's relay forwards our emails to you.
One honest note: days recorded on the new hidden-email account can't be merged into your original one. If you captured a run or two before noticing, those live on the new account — worth deciding which story you want to keep writing before your next big day.
Can I try SnowStory before buying a pass?
Yes — and you don't even need snow. The free trial turns your own neighborhood into a mini mountain: a walking route with waypoints to capture, a scripted squad to ride with, narration in your ears, and a finale with your day's story. It's the real game, pocket-sized. When you're ready for the mountain, passes unlock the full experience for you or your whole squad.
What does SnowStory do with my location?
The short version: we never keep a trail of where you ride. Your squad and its spectators see where you are during your day. We never sell your location. The full details live in our Privacy Policy.
How do passes and squads work?
Passes come in three sizes — just you, a squad of up to 6 riders, or a big squad of up to 12, and you count as one of them — and three lengths: a day, 7 days, or a whole season. You buy them in the app, through the App Store or Google Play. Season passes renew through the store until you cancel them there.
Whoever buys the pass is the squad leader. To bring people in, open your squad, add a member and choose how they join. Every code works once.
| Who | How they join | Whose pass | Opens the day |
|---|---|---|---|
| Squad leader | Buys the pass | Their own | Yes, on their phone |
| Squad-spot rider | Use a Squad Slot code | The leader's (takes a spot) | No, the leader does. On a season pass, yes, unless their watch rides standalone |
| Alternate leader | A squad-spot rider the leader ticks as Alternate leader | The leader's | Yes, when the leader isn't riding |
| Bring Your Own Pass | Bring Your Own Pass code | Their own (no spot taken) | Yes, their own day |
| Managed member | The leader creates them; they sign in with a code | The leader's (takes a spot) | No, the leader does |
| Spectator | Spectate from anywhere code, or a managed spectator | Free, up to 3 a squad | No |
Every rider captures, scores, earns moments and adds SnowSelfies. Spectators follow along and never score. Riding on your own with a just-you pass? You lead a squad of one, and you can still add spectators.
A spot frees up as soon as someone leaves, and a squad-spot code you haven't used yet holds one. On a season pass, up to twice the squad's size in different riders can take a spot over the season. An alternate leader's day comes off the leader's pass: one day on a day or 7-day pass, nothing on a season pass.
Can my kids play without their own account?
Yes. A squad leader who's an adult (18 or over) can add a managed member: for kids, or for anyone who'd rather not have an account. Open your squad, add a member, choose Create Managed Member and pick Rider or Spectator. You build their avatar and choose their settings, and they get a code to sign in. No email or password record is ever created for them. A managed rider takes a spot on your pass.
One device at a time. A managed member signs in on one phone, tablet or watch. On a watch, the watch records their day by itself. A new code from their card moves them to a new device, and the old one signs out.
For kids. When you add someone as under 13 (up to 16 in parts of Europe), their app keeps them inside SnowStory: no sharing, and anything that leads out of the app says Ask squad leader for help. Their activity is shown only to your squad. Kids and teens start with a simpler app (Limited); managed adults start with Full. You can change it on their card.
From their card in your squad roster you can also choose whether they appear on the squad map and whether they can add SnowSelfies, delete their riding record and keep them in the squad, or remove them, which deletes their profile. How we handle children's information is in our Privacy Policy.
Can someone follow our day without riding?
Yes: add them as a spectator. Grandparents at the lodge, family at home, a friend sitting the day out: any squad leader can add up to 3, even on a pass just for you.
Spectators are free, and they don't use a squad slot. They follow the squad live on the map, the scoreboard and the day's story, and once the squad's day starts they can add SnowSelfies and vote. They never score, and they don't appear on the map themselves.
To add one, open your squad, add a member and choose Spectate from anywhere, then share the code (it works once). For kids, or anyone without their own account, choose Create Managed Member and pick Spectator: they link a phone or tablet with a code, like any managed member. An invited spectator uses their own SnowStory account, one without a pass. Everyone in the squad can see who's spectating, and you can remove a spectator anytime.
Buying a pass starts your own squad, and you'll stop spectating.
I have a pass. Can I spectate another squad?
Not from the account that holds your pass. A pass is for riding, so a spectator code needs a profile without one. Two ways to do it:
- Ask that squad's leader to add you as a managed spectator. They'll get a code for you. Link a second device with it, like an old phone or a tablet, and keep riding on your own account on your phone.
- Use a second SnowStory account. Sign in with a different Google or Apple account and use the spectator code there.
A phone holds one SnowStory account at a time, so each account needs its own device, or sign out and back in. Want to ride with them instead? Ask the leader for a Bring Your Own Pass invite.
Does SnowStory work on my watch?
Yes — on Apple Watch and Wear OS, included with a pass. A watch runs in one of two modes:
| Companion | Standalone | |
|---|---|---|
| Records your day | Your phone | Your watch, with its own GPS |
| On your wrist | Points, captures and each capture moment | Points, captures, each capture moment and the map |
| Start and End | On your phone. Pause and Resume from the watch | On the watch, once your squad leader starts the day |
| Map page | Off, to save battery | On |
Which one am I?
- Did your squad leader create your account? (You sign in with a link code, not Apple or Google.) Your account lives on one device. If that's your watch, it's standalone.
- Do you lead a squad, ride on your own pass, or are you the alternate leader? Your watch is a companion: you may need to start the day, and that happens on your phone.
- Riding on a squad spot? You choose. In the app, go to Settings → Watch → Linked watch → Active tracker: Phone for companion, or Watch for standalone. Switch anytime, even mid-day.
Spectators don't record the day, so there's no watch to link.
Linking a watch
In the app, go to Settings → Watch → Linked watch, tap Generate link code, and enter the 6-character code on your watch. Your code works once and expires after 10 minutes. A managed member's code is on their card in your squad roster, and it stays the same until you make a new one.
Does a standalone watch need a connection?
A managed member with a cellular watch can ride without a phone: the watch sends captures over its own connection, and needs to connect at least once an hour so points count. Every watch can also work as a remote for the phone app.