Support
Getting help
Updated — 2026-08
Support is by email, from the people who build the app. Write to [email protected] and we will come back to you.
What to include
A fault on a phone in a plant room is hard to reproduce at a desk, so the more of this we have, the faster it goes:
- What you were doing, and what happened instead.
- The device and iOS or Android version.
- The app version, from Settings → About.
- The region set on the survey, if the problem involves scoring or report wording.
- A screenshot, if the problem is something you can see.
Please do not send client photographs, site addresses or survey files unless we ask for them, and only then if you have a basis to share them.
Things you can do in the app
| Task | Where |
|---|---|
| Turn diagnostics off entirely | Settings → Theme → Help improve FiberScan |
| Turn crash reporting off, or usage analytics on | Settings → About → Diagnostics |
| Delete your account and everything stored for it | Settings → Account → Delete Account |
| Erase the surveys held on this device | Settings → Delete App Data |
| Export your surveys as an archive, or as CSV | Export / Share, from the survey list |
| Restore a subscription on a new device | Settings → Restore Purchases |
Subscriptions and billing
The Professional subscription is sold and billed by the App Store or Google Play, not by us. Cancel or change it in your store account; deleting your FiberScan account does not cancel it. Refunds are handled by the store under its own policy.
Your data
To request a copy of everything your account holds, or to ask us to correct or erase something, email the address above. What we hold, why, and for how long is set out in the privacy policy.
Scope of support
We can help with the app: how a screen works, a fault, an export, an account or a subscription. We cannot advise on whether a material is asbestos, on how to conduct a survey, or on what the regulations require of you in your jurisdiction — those are matters for you as the competent person, for a laboratory, and where necessary for your regulator or your own advisers. See the terms of use.