> ## Documentation Index
> Fetch the complete documentation index at: https://docs.captrid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Get help with CaptrID. Contact our support team or browse common questions.

## Contact us

<Card title="Email support" icon="envelope" href="mailto:support@captrid.com" horizontal>
  **[support@captrid.com](mailto:support@captrid.com)** — We aim to respond within one business day.
</Card>

## 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

This helps us understand and resolve your issue quickly.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="How do I issue digital ID cards?">
    Go to **Digital Cards** in the sidebar, create a wallet pass template with your branding, link it to a Master List, then generate and distribute passes via email. Recipients add the ID to their Google Wallet with one tap. See [Digital ID Cards](/admin-guide/digital-cards) for the full guide. Digital Cards require a Pro or Business plan.
  </Accordion>

  <Accordion title="Can people upload their own photos?">
    Yes — with self-service photo upload, you send a secure link and people upload their photo from any device. No app or account needed. See [Self-Service Photo Upload](/admin-guide/self-service-photo-upload) for setup instructions.
  </Accordion>

  <Accordion title="How do I connect Microsoft Entra ID?">
    You'll need an app registration in Entra with the right API permissions. Then go to **Organisation Settings → Directory Integrations**, add your credentials, and configure the sync on your Master List. See [Directory Sync](/admin-guide/directory-sync) for the full walkthrough.
  </Accordion>
</AccordionGroup>

## 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

For more details, see our [Privacy Policy](https://captrid.com/privacy).