Using the App
Q: I am having trouble logging in. Can I reset my password?
A: Yes! Just visit our password reset page and enter your username or email address. You’ll get an email message with a link that allows you to set a new password. Check your Junk E-Mail or Spam folder if you don’t see the email. Some users registered using an email they no longer use; in this case you will need to email support@rakkup.com for assistance.
Q: I’m having trouble logging in using Facebook. Can you help?
A: Due to recent changes from Meta, Facebook login is not working reliably and we are phasing out support for it, like many other websites. If you originally created your rakkup account using Facebook, please transition to logging in using your email address or username, and a password. Your username will be of the form Firstname_Lastname, and for your email address we use whatever is on file with Facebook.
First, visit our password reset page to set up a password. Then, return to the mobile app, log out if necessary, and log in using your email address (or username) and the password you created.
Q: I don’t see the books I previously purchased on the Bookshelf tab of the app. How can I retrieve them?
A: This typically happens when users are not logged in with the same account they used when purchasing. In some cases, users have created a second account that uses a different email address, and that account is not associated with any guidebook purchases.
We recommend first trying to log out and log back in on the Account page of the app. You can use either your chosen username or your email address to log in, and you can reset your password here. (See above if you formerly used Facebook for login.) If you can find your original purchase confirmation email, it will often list the email address or username you used at the time of purchase. You can see the username you’re currently using at the bottom of the Bookshelf tab of the app.
If you cannot determine the username or email address that you used at the time of purchase, please email support@rakkup.com and we will see if we can find it for you. Note that on iOS it is possible to make purchases ‘anonymously’ without providing a username, and Apple also allows you to hide your email address from rakkup (which creates a single-use disposable ‘relay’ email address for you). In these cases, as noted during the purchases process, we cannot always guarantee that you will be able to retrieve earlier purchases.
Q: My guidebook seems to be missing some photographs, or map layers such as topo or slope angle shading. How can I fix this?
A: This happens most frequently on iOS, because of Apple features that automatically remove apps or their content and reinstall them when storage space is low, or because of limitations of Apple’s backup-restore features. It can also happen if your original download was performed with a slow or intermittent Internet connection.
This can usually be repaired quickly by deleting the guidebook from your phone and re-downloading it. Visit the Bookshelf tab and find the guidebook you wish to repair. On iOS, swipe right to left and press the Delete button that appears. On Android, press and hold on the guidebook title and choose the Delete option. Then, when the cloud/download icon appears, tap it to re-download all photos and map layers.
Q: Can I see view guidebook on my computer? Can I print it?
A: Usually, no. Our guidebooks are created to allow interaction between the map and route details, zooming and panning on the map, and other features that don’t translate well to the printed page or non-touch devices.
We do have custom features that optimize for tablet-size displays on iOS and Android, however. Also, on Mac computers with the Apple M-series chips, you can install rakkup from the App Store and use the app with iPad style layouts.
Purchasing and Downloading Guidebooks
Q: I’m seeing an “Error 403” display when I try to (re-)download my guidebook. How can I complete my download?
A: Occasionally when a book is downloaded repeatedly or across multiple devices, this can trigger an anti-piracy safeguard on our website that temporarily blocks downloads. Please email us (support@rakkup.com) and we can reset this quickly.
Q: Why are the prices for your digital guidebooks different in the iOS and Android apps than they are on your website?
A: The price difference is not a mistake! When purchases are made in our mobile apps, Apple or Google take a significant percentage of the sale in fees, sometimes as much as 30%! When you purchase on our website, we share the savings with you. The content is identical and your purchase made on rakkup.com will instantly appear in the Bookshelf of your mobile app. Simply ensure that you are logged in to the website and the app using the same email or login name!
Q: Can I buy printed guidebooks to go with my digital content?
A: Yes! Many of our digital guidebooks also exist in print form, and you can purchase a package that combines the digital and print versions from our guidebook catalog here, for significantly less than buying them each separately. Note that we are not permitted to sell the combined digital and print package in our apps, so you must purchase these through our website. After your purchase, please look for an email from us that will include a reminder about how to access your digital content.
This email also contains a link that will let you confirm your shipping address with us. Shipping will not begin until we receive your confirmed address, so please ensure you follow the steps in the email. If you do not see an email from us, please check your Spam or Junk E-mail folder! Your book will be shipped directly from the publisher or author.
Q: Can you ship to Canada or elsewhere outside the U.S.A.?
A: We can, but we do not recommend it because shipping has become prohibitively expensive in recent years. All books we offer in printed form are currently published in the USA. If you are not based in the United States, we recommend getting your print book from a local retailer or at your destination (especially for destination climbing such as El Potrero Chico!). If you have ordered or are interested in ordering a print guidebook with international shipping, please email us at mailto:sales@rakkup.com with your address and the guidebook(s) you are interested in. We will get a shipping estimate from the publisher or author, and send you a supplemental PayPal request for international shipping.
For shipping to Canada, most books will require a $21 USD charge additional to the domestic shipping charge already included in our sales price. If you have already ordered a book for international shipping and decide that shipping is too expensive, we would be happy to refund you the print and shipping portion of your purchase so that you can keep the digital guidebook, or refund the entire purchase if you prefer.