FixSnags Support
Last updated: 21 August 2026
Need a hand? Email us and a person will reply.
Contact us
General support: [email protected]
Privacy and data requests: [email protected]
We aim to reply to support email within one business day (Monday to Friday, UK business hours). Enterprise customers with an SLA in place should refer to the Enterprise SLA Schedule for agreed response targets.
To help us resolve things quickly, please include:
- the email address on your FixSnags account
- your device model and iOS or Android version
- what you expected to happen, and what happened instead
- a screenshot, if the problem is visual
Common questions
Does FixSnags work without a signal?
Yes. FixSnags is offline-first. Projects, reports, observations and photos are saved to your device immediately and sync automatically when a connection returns. You can work through a full site walk in a basement or a half-built block with no signal at all.
If an item shows as pending sync, that is expected — it will upload on its own once you are back online. Nothing is lost in the meantime.
How do I export a report?
Open the report and choose Export, then pick PDF Document or Word Document. The generated file includes your company logo and one observation per page, and can be shared straight from your phone.
How do I share a project with a colleague?
Invite them to your company, then share the project with either view or edit access. Everyone’s changes merge automatically, including edits made offline on different devices at the same time.
How do I change my subscription?
Subscriptions are managed by your organisation’s account owner on the web, not inside the mobile app. If you are the account owner, sign in on the web to view or change your plan. If you are not, contact whoever owns your organisation’s FixSnags account.
How do I delete my account?
In the mobile app, go to Settings → Danger Zone → Delete Account. This permanently erases your account and its personal data, including stored photos. To confirm, you type your password — or, if you sign in with Google or Apple, you type DELETE. The action cannot be undone.
If you are the last remaining member of a company, deleting your account also removes that company’s data. The app tells you what will be removed before you confirm.
How do I turn analytics on or off?
Analytics is off until you opt in. If you change your mind, the toggle is in Settings → Preferences, and you can switch it off at any time. No analytics events are sent before you consent.
Do you strip location data from my photos?
Yes. GPS coordinates and device metadata are removed from every photo before it is uploaded.
How do I reset my password?
Choose Forgot your password? on the sign-in screen and follow the emailed link. Resetting your password signs out any other active sessions.
How do I get a copy of my data?
You can request an export of your personal data at any time. Email [email protected] and we will respond in line with the Privacy Policy.
Reporting a security issue
If you believe you have found a security vulnerability, please email [email protected] with the details rather than raising it publicly. We will acknowledge your report and keep you updated while we investigate.
Who we are
VISONTRA LTD, trading as FixSnags Company number: 17234050 Registered office: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
FixSnags is a documentation and workflow tool for site inspections and reports. It does not replace professional engineering, legal, regulatory, or compliance advice.