VisitsTracker

VisitsTracker › Support

Support

Where to write, what to send us, and the answers to the two things people ask most — a sign-in that will not go through, and a day that did not record.

Last updated 14 August 20266 sections

Email support@visitstracker.com. It is the one address for everything on this page, and it reaches the people who build VisitsTracker. There is no phone line.

Never send us a password. We will never ask you for one.

1. How to reach us

Write to support@visitstracker.com. Four things make an answer much faster, and all four are on your phone:

  • The name of the company you work for — your workspace is theirs, and we cannot look you up without it.
  • The email address or phone number you sign in with, not your password.
  • What happened, and roughly when — the time of day is enough. Records are timed, so an hour narrows it to the exact event.
  • The phone — make and model, and whether it is Android or an iPhone.

If you are reporting something that looks like a security problem, put Security in the subject line and we will route it on arrival.

2. You cannot sign in

VisitsTracker is sold to businesses, and your employer creates your account. You cannot create a workspace from the phone app, and we cannot create, rename or unlock an account inside a workspace we do not own.

  • The code has expired or you never received it. The code is an invitation from your employer, not a password. Ask whoever set you up — an office manager or supervisor — to send a new one. It arrives in seconds and replaces the old one.
  • You have left, or changed phone number or email. Same answer: your employer holds the account and can reissue it. We can only act on their instruction.
  • Everything is right and it still fails. Write to us with the four things in section 1. A workspace can be suspended for billing reasons, and that looks exactly like a wrong password from the phone.

3. The day did not record

Open “Run a device check” in the app first. It tests this handset — permission, location services, battery settings and whether uploads are getting through — and names what is stopping it, which is faster than any answer we can give by email.

Three things are normal behaviour rather than faults:

  • Nothing outside your employer’s collection hours. Your employer declares the hours in which location may be collected, and our server refuses any fix sent outside them. It is not stored and then hidden from you — it is never stored. The hours themselves are on the “Your tracking” screen.
  • No signal on site. What you record is kept on the phone and uploads on its own when you are back in coverage. It keeps the time it actually happened, not the time it arrived.
  • Tracking is off because you declined it. Declining is a real choice and it leaves recording off. The switch is on the home screen under “Location recording”; your employer can see it is off.

If the device check is clean and the day is still missing, email us the date and roughly when you started.

4. What is held about you

You do not need to ask anybody, and you do not need to ask us. Open “Your tracking” in the app and you can see, for yourself:

  • Exactly what has been collected — counted, not summarised.
  • The hours your employer collects in.
  • Everyone who can currently see your location, by name, with the reason — and the date a temporary permission lapses.
  • How long it is kept before it is deleted.
  • A one-tap export of everything held about you.

Deletion works differently, because the record is your employer’s. They decide what is kept and for how long, so a request to erase your data goes to them and we act on their instruction. Your rights, and what to do if you believe they are not being honoured, are set out in section 9 of the privacy policy. Questions about privacy specifically can go straight to privacy@visitstracker.com.

5. If you run a workspace

Everything an administrator needs is in the web console at app.visitstracker.com rather than on the phone — adding and removing people, collection hours, sites and zones, approvals, exports and billing.

  • Someone cannot sign in. Reissue their invitation from the people list. That is the fix for almost every case in section 2.
  • Trials and billing. The trial runs on your workspace, not through the app stores, so there is nothing to cancel on an iPhone or in Google Play.
  • Data requests from your staff. You are the controller and we are the processor. Tell us what you need done and we will do it — the terms are in the data processing agreement.
  • Building on top of it. Visits, jobs, attendance, sites and zones are readable over HTTP; see the API reference.

6. Documents