SOOM Support

1. Getting in touch

• Email: manager@x-ti.org
• Website: https://x-ti.org/soom/en
• Hours: Weekdays 09:00–18:00 (KST)
• We aim to respond within two business days.

2. Frequently asked questions

Q1. Do I have to allow location access?
Yes, to measure your route and distance. SOOM requests «While Using the App» only, collects nothing until you start a run, and stops the moment you end it.

Q2. Can I decline the Apple Health permissions?
You can. Denying them does not limit any feature of the app. You lose only the heart rate and energy readouts during a run, and finished runs are not written to the Health app.

Q3. It is my first run, so there is nothing to race.
Set a target pace and you run against a ghost holding that pace. Save today's run and it becomes the ghost for the next one.

Q4. My distance looks wrong in a tunnel or underpass.
When the GPS signal drops, step count carries the distance estimate. It is an estimate, so it can differ from the real distance; SOOM realigns to GPS as soon as the signal returns.

Q5. The gap reads differently as distance and as time.
It is one gap shown in two units. «42m ahead» and «13s ahead» describe the same moment measured two ways — not a setting you pick. The faster the pace, the more distance the same time gap covers.

Q6. Can I run with just the Apple Watch?
Yes. Starting, measuring, ending and saving all happen on the watch, and the run is handed to your iPhone when they reconnect.

Q7. Does the receipt image show where I ran?
No. It carries distance, time, pace and the gap only — no map and no coordinates.

Q8. Do my runs move to a new device?
If you are signed in, yes. Your runs and routes are backed up to your account, so signing in on the new device brings them back.
If you are not signed in, runs live only on that device and do not move by themselves. If you allowed finished runs to be written to Apple Health, those workouts do appear on the new device through your iCloud health data.

Q9. Is there anything to pay for?
Running, recording and racing yourself are free forever. There are no ads. An account is optional — everything works without one.
There is one paid tier, SOOM+. It adds Future You: write down a goal finish time and we build a ghost that runs exactly that pace. $24.99/year or $3.49/month, auto-renewing. Cancel anytime in your App Store account settings.

Q10. When does the free trial start?
Three weeks from the day you finish your first run — not from install. Designing a goal pace means knowing your current pace, and that takes one run. No card is required, and nothing is charged when the trial ends.

Q11. What happens to my goals if I stop subscribing?
They stay. You can keep racing them; only creating new ones stops. Your recorded runs are never locked, under any circumstances.

3. Bugs and feedback

If something goes wrong or you have a suggestion, email us with:

• your device, iOS/watchOS version, and app version
• when it happened and how to reproduce it (including whether it was iPhone-only or watch-only)
• a screenshot if you have one, with anything sensitive left out

If you are not signed in, your runs live only on your device and we cannot look at them. Even when you are signed in, we do not browse backed-up runs for support purposes. Send only the minimum we need to answer you.

4. End of support

If support ends, we announce it at least 30 days beforehand in the app and on this site. Runs already stored on your device stay there.