Support
Email businessaliakca@gmail.com with questions, bug reports, data requests or a report that something in the app is wrong. Tell us your phone model and what you were doing, and include the email you signed in with if you have one.
In an emergency, do not email us. Call 911 or your local emergency number.
Frequently asked questions
How does Nuvella use my location?
Three ways, each with its own rule:
- Routing. Your start point and destination go to our server to compute a route. They are not saved to our database.
- Share My Walk. While a shared walk is live, your phone sends its position so the people you shared the link with can follow you. The link stops working 24 hours after the walk's last update and the coordinates are then deleted automatically.
- Route data, only if you opt in. If you switch on "Contribute route data" in the Safety Dashboard, your phone rounds locations to an area about 55 m across before sending anything, so your exact position never leaves your phone for this. It is kept for at most 400 days, and switching the setting off erases it.
Location permission is optional. Without it you can still browse the map and plan routes from a point you choose. Background location is used only while Share My Walk is running. The full details are in the Privacy Policy.
Who can see my Share My Walk link?
Anyone who has the link, until it expires 24 hours after the walk's last update. Send it only to people you trust. They see your position and the destination name you chose, not your account details.
Will anyone be alerted if I don't arrive?
If a shared walk stops sending updates for about 15 minutes, the tracking page shows OVERDUE to whoever has it open. Nuvella does not call or text anyone for you, so agree with the person you share with what they should do if they see it.
Are the routes guaranteed to be safe?
No. Safety scores are estimates built from public data such as police open data, city 311 reports and OpenStreetMap. Data can be incomplete or out of date, so stay aware of your surroundings.
Where does Nuvella work?
The pilot covers the UC Berkeley campus, the City of Berkeley and Emeryville. Berkeley has street-level data; Emeryville is currently area-level. Incidents handled by UC Police on campus are not yet included. The app also works elsewhere with less local detail.
Where are my trusted contacts stored?
Only on your phone. When you message them, your phone's own messaging app sends the message; the numbers are never uploaded to us.
How do I cancel my subscription?
Subscriptions are billed by Apple or Google. Cancel in your App Store subscriptions (iPhone: Settings, your name, Subscriptions) or in Google Play (Play Store, your profile, Payments and subscriptions). Cancel at least 24 hours before the period ends to avoid the next renewal. Deleting your Nuvella account does not cancel the subscription.
How do I delete my account?
In the app, or by email. See Delete your account.
A community report or a data source is wrong. What do I do?
Email us with the location and what is wrong. If you publish data we credit and want it corrected or removed, we can withdraw the source and everything built from it.