Contact us
Email support
support@captrid.com — We aim to respond within one business day.
In-app feedback
The fastest way to report an issue or ask a question is through the Send Feedback button inside the CaptrID admin portal. It automatically captures:- Which screen you’re on
- Your browser and app version
- An optional screenshot
Frequently asked questions
How do I reset my password?
How do I reset my password?
Click Forgot Password on the login screen and enter your email address. You’ll receive a password reset link via email. If the email doesn’t arrive within a few minutes, check your spam folder.
I'm a capturer and I can't see any sessions
I'm a capturer and I can't see any sessions
Sessions only appear in the mobile app if an admin has assigned you. Contact your organisation’s admin and ask them to assign you to a session from the Staff tab.
My photos are stuck in the upload queue
My photos are stuck in the upload queue
Check your internet connection first. Then open the queue (tap the badge on the home screen) and tap Sync Now. If individual photos keep failing after multiple retries, try submitting them again.
Can I undo an approved photo?
Can I undo an approved photo?
Yes. From the Submissions tab, find the approved submission and change its status. This reverts it to pending. You can then approve a different photo for that person.
What happens to my data if I cancel my subscription?
What happens to my data if I cancel my subscription?
Your data is preserved. After cancellation, your account enters a read-only state. You can still export your data but cannot create new sessions or capture photos. Contact us if you need to reactivate.
Is my data stored in Australia?
Is my data stored in Australia?
Yes. All data is stored in Supabase’s Sydney region (ap-southeast-2). Photos are stored in the same region. Payment processing is handled by Stripe.
Platform status
We monitor CaptrID around the clock. If you’re experiencing issues, check if there’s a known outage before contacting support.Data and privacy
CaptrID is built with privacy as a core principle:- All data is stored in Australia (Sydney)
- Photos are stripped of EXIF metadata (GPS location, device info) before storage
- Access is organisation-scoped — your data is isolated from other organisations
- All API access uses row-level security policies