Please find hereunder some frequently asked questions to our customer service.
If you don't find your answer here, feel free to contact us.
How do I cancel the auto renewal of my subscription?
As indicated in our product sheets, all our subscriptions are automatically renewed.
To cancel your renewal, simply log in to your account and go to the My Subscriptions section of the My Account page. You will find the option to cancel your subscription in the right-hand column. Please note that once you have requested cancellation, your subscription will remain active until the end of the current period.
If you purchased your subscription via the App Store on an Apple mobile device, you must submit your request from the subscription management menu. For details, see here: https://support.apple.com/en-us/HT202039
The message 'An error occurred during the extraction' appears at the end of a weather forecast file download.
This error occurs when one of the Windows programs required to run Squid X needs to be updated. You can install this update from the official Microsoft site: https://learn.microsoft.com/en-us/cpp/windows/latest-supported-vc-redist
From this page, choose the version corresponding to your system specifications (usually X64) and follow the installation process.
Weather forecasts should then appear correctly.
Routing requests return an error message.
The messages returned by the routing algorithm will usually indicate the cause of the error. The problem can then be solved by adjusting the request parameters. In some cases, however, the cause is not clearly stated or appears to be inadequate.
If you receive an error message stating that "Your routing didn't succeed for unexpected reason." or "Departure impossible at the requested time. Please try again with a later start time.", the issue is likely caused by a server-side problem that is not visible in the interface.
In this case, deleting the current or wave models, or selecting other models in the request, will resolve the situation. These problems are generally temporary, and the same request, repeated later, may work.