Banned users

Official streamed RACES are always under control.

We will not ban classic trainers with higher values. You can always filter ranking for Smart Trainers.

If there is anyone with suspicious values, do not hesitate to contact support@rouvy.com

Also, if your ACTIVITY is banned, check your weight or if the trainer is not controlled by ERG mode.

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Excluded users from rankings

Sometimes a situation occurs where we have to exclude a user from rankings. This arises from a user cheating, having a wrong SETTING by mistake (WEIGHT, etc.), or sharing a USER ACCOUNT with more users, e.g., in fitness centers or bike shops.

 

FAQ

1. Q: What does it mean for the excluded user?

A: When the user is banned, he gets a notification message, and all his active challenges and online races are unregistered. He is removed from all rankings and route records. He can not ride any route race. 

 

2. Q: Are there any changes for an excluded user in the ROUVY App?

A: A general information message saying “Your account is limited.” will occur if you want to join the CHALLENGE, GROUP RIDE, and RACE. The route pre-training screen will display a message: "You have no access to ride a Race. You can ride in JUST RIDE mode only. Your ACCOUNT is limited." when the START RACE button is used. Challenges and the race page will display a message: "You have no access to register. Your account is limited."

 

3. Q: Are there any changes within an excluded user ROUVY web ACCOUNT at my.rouvy.com?

A: A general information message saying, “Your account is limited,” will appear in the user profile settings, races, group rides, challenges, and in-season rankings.
As for creating an online race page, a message would say, "You can't create the online race. Your account is limited."

 

4. Q: What should an excluded user do?

A: We strongly recommend checking if your USER PROFILE settings are true or not, calibrating the trainer, and correcting any inaccuracies. Then don't hesitate to get in touch with our support team (support@rouvy.com) for more information.

 


For more help, please feel free to contact us.

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