Help and support
Short guides to what Tree Atlas does today, and how to reach us.
We reply within one UK business day. If you cannot sync or cannot issue a report, we reply the same day.
Getting started
Sync and offline
Team
Surveys and reports
Your data
Billing and account
Report a problem
Have a Tree Atlas account? Report the problem from inside Tree Atlas. Then we see your account, your app version and what is waiting to upload, so you do not have to explain them.
- In the app: tap Me, then Help and support, then Report a problem.
- On the web desk: click Help, then Report a problem.
- In a web browser: sign in, then go to Me, then Help and support.
Cannot sign in, or not a customer yet? Email support@treeatlas.app. If you have an account, send it from the address you sign in with.
What to include
- Your device: iPhone, iPad, Android or a web browser.
- The site and tree, if the problem is with one.
- What you did, what you expected, and what happened.
- A screenshot, if you can.
Report a problem in the app adds your app version and how many items are waiting to upload.
Who handles billing
- Subscribed in the iPhone or iPad app: Apple handles your billing and refunds.
- Subscribed in the Android app: Google Play handles your billing and refunds.
- Subscribed on the web: we handle your billing, through Stripe.
Change or cancel your subscription
App Store. Open Settings on your iPhone or iPad, tap your name, then Subscriptions. If Tree Atlas does not show you as subscribed on a new device, tap Me › You › Subscription, then Restore purchases. Apple handles App Store refunds at reportaproblem.apple.com.
Google Play. Open the Play Store app, tap your profile picture, then Payments and subscriptions › Subscriptions, and choose Tree Atlas. On a new phone, sign in with the same Google account, then in Tree Atlas tap Me › You › Subscription, then Restore purchases. Google handles Google Play refunds: see Google Play refunds.
Web. Manage or cancel it on the web desk under Billing. See the refund and cancellation policy. More in Billing, cancelling and the App Store.
Working without signal
Trees, photos, measurements, tree notes, site notes and voice notes save on your device. They upload when you are back in signal. Me › Device › Upload queue lists everything still waiting.
To see a site's map with no signal, save its OS map before you go: Me › Device › Offline maps. Satellite maps, address search, creating a new site and signing in on a new device need signal.
The iPhone, iPad and Android apps upload in the background. In a web browser, uploads run only while Tree Atlas is open, so keep it open until everything has uploaded. More in Working offline and how sync works.
Deleting your account
In the app, go to Me › You › Delete account. If other people are on your team, transfer ownership to one of them first.
If you no longer have the app, email support@treeatlas.app from your account's email address. We will delete your account and data within 30 days.
Deleting the account does not cancel an App Store or Google Play subscription. Cancel that in your iPhone or iPad Settings, or in the Play Store app. More in What happens to your data if you stop.