Account and data issues
Fix login problems, missing data, import errors, and account-related questions.
Can't log in
Google sign-in account — Google accounts do not have a password in Trailkeep. Use "Sign in with Google" on the login page. Entering a Google email into the email/password form will not work.
Email/password: forgot password — Use the "Forgot password" link on the login page. A reset link is sent to the email address on your account.
Data is missing after logging in
Data missing on a new device — Your data is tied to your account, not your device. Log in with the same account credentials on the new device — all trips and gear lists will be available once the app loads.
Data missing after clearing browser data — Clearing cookies or site data logs you out and clears the local cache. Log back in to restore access to your account data (which is stored on the server, not the browser).
Import isn't working
Requires internet — CSV and LighterPack URL import need a live connection (same as cloning a list or trip). If you are offline, connect first and try again.
LighterPack URL import — Open the user menu (avatar, top right) → expand Import → LighterPack URL, paste your share link (e.g. https://lighterpack.com/r/abc123), and click Import. The list must be publicly accessible — private LighterPack lists cannot be fetched. You must be signed in. Repeated URL imports are rate-limited per account.
LighterPack CSV import — On lighterpack.com, open your list and download the CSV (link at the bottom of the page). In Trailkeep, open the user menu → expand Import → CSV file, drop or select the file, and click Import.
"Unsupported CSV format" — Trailkeep auto-detects Trailkeep exports (# Pack: / # Trip: headers) and LighterPack CSVs. Other formats (Caltopo, Gaia, generic spreadsheets) are not supported.
"Fields not recognized" (LighterPack CSV) — Column headers must match LighterPack's export: Item Name, Category, desc, qty, weight, unit, url, price, worn, consumable. Renamed or missing columns can cause validation to fail.
Item weights importing as 0 — Trailkeep uses a decimal separator based on your locale. If your LighterPack export uses a comma as the decimal separator (e.g. 1,250) and Trailkeep expects a period (1.250), weights will be misread. Open the CSV in a text editor to check the format.
"List limit reached" / "Trip limit reached" — Import always creates a new list or trip. If your plan is at its cap (same limits as the Add button), import is blocked. Free accounts: up to 10 gear lists and 6 trips — see Plans.
"Trip too long" (Trailkeep trip CSV) — Free accounts support up to 3 itinerary days per trip. A re-imported trip with more days than your plan allows is blocked. Shorten the export or upgrade to Pro.
Pack or trip too large — Universal caps apply on import: 25 categories, 30 items per category, and 250 items per list; 50 waypoints per day on trips. Split oversized exports or trim categories before importing.
For full field mapping and step-by-step flows, see Importing data.
Account deletion
Account deletion is permanent. Go to Dashboard → Settings → Account → Delete account. We delete all trips, gear lists, shared links, emergency contact data, and your account. Data cannot be recovered after deletion.