Support
Contact us
Use the form below — it reaches our app support team directly. If a printout or a screen will not read, tell us your phone model and its iOS or Android version and describe the layout: which labels are on it, in what order, and where the address wraps. That is what we need to teach the app a new layout.
Please do not send us the details of a real job — no real address, incident number or photo of a printout. A description of the layout is enough, and it keeps anyone's information out of our inbox.
Frequently asked
It will not read the printout
Get the whole sheet in shot, flat and square-on rather than at an angle, and let the camera settle for a second. Fields lock in one at a time, so the address can land on one frame and the Map Ref on the next — the scanner tells you which of the two it is still looking for. On the MDT, shift the phone slightly to move any glare band off the address. If it will not settle, tap Type it in, which is always on screen.
It will not accept the coordinates
That is deliberate. A pair is only accepted when both numbers are complete, carry a decimal point, and land inside Australia. A digit the camera misread, or half a number outside the frame, produces no result rather than a plausible wrong one, and the scanner keeps looking. The Android app asks for more still: all six decimal places, read the same way on two frames running, with no digit the camera was unsure of. Typed entry is deliberately more permissive: it takes the pair in either order and warns — about a northern-hemisphere latitude, say — rather than refusing.
Are the latitude and longitude the right way round?
Yes. The printout's Map Ref prints longitude first; the app works out which number is which from the values rather than the printed order, shows them latitude first, and hands your maps app latitude first.
It says to check the address
The amber line under an address means the app is not sure of what it is showing. On both phones that happens when the address block ran longer than an address should, which usually means the camera lost the line that ends it, so the app cannot be sure where the address stops. On Android it also happens when the camera was never sure of one of the letters or numbers, or never saw the address in the same picture as the Map Ref or the incident number: hold it steady on the whole sheet a moment longer, and the line goes once every word has been read cleanly alongside them. Either way the app shows you what it read and flags it instead of hiding it. Check it against the sheet, and use Correct the details if it needs fixing — or navigate to the coordinates, which do not depend on it.
It read the address but not the Map Ref (or the other way round)
Tap Scan again to add and point the camera at the same sheet: the app keeps what it already has and adds the missing half. A sheet carrying a different incident number is ignored while you do, so details from two jobs are never joined. On Android, keep the address or the incident number in the picture with the Map Ref: a Map Ref line on its own could be any sheet's, and is not taken.
It says more than one printout is in view
The Android app reads one sheet at a time. With two in the picture — yesterday's still on the bench beside today's — it reads neither, because the worst thing it could do is put one sheet's coordinates under another's address. Move the other sheet, or move in until only one is in view.
Address or coordinates — which should I navigate to?
Both buttons are there because each fails differently. The coordinates are the exact point the job was plotted at and do not depend on a maps app recognising a street name. The address is what you will be looking for on the letterbox. If they disagree, trust neither until you have checked the sheet.
Can I change which maps app it opens?
Yes, in Settings. On iPhone it lists whichever of Google Maps, Apple Maps and Waze are on the phone (Waze, and the list following what is installed, from version 1.1). On Android it lists every maps app on the phone — Google Maps, Waze or any other — and Ask each time, which lets you pick at every tap. Google Maps starts directions from wherever you are now. Waze navigates straight to a lat / long; given an address, it opens its search with the address in it and you pick the result. Other maps apps on Android open on the place. If no maps app is installed, the destination opens in Google Maps in the browser.
Where is the radio quick reference?
The radio button at the top of the main screen, and again in Settings. It covers the priority colour codes, the status codes, the CAN report and PAR. It is part of the app, so it works with no signal.
Does it store anything?
Only the last job, and only for 12 hours. It stays on the phone so you can navigate and come back to the address; it is never backed up, never sent to us, and forgotten on its own after a shift — or at once when you tap Forget this job. Scan another keeps it until you accept a new job, so there is a way back to it. There is no history beyond that one job. See the privacy policy.
Do I need an account?
No. There is no sign-in and no server, and the app works with no signal at all — only your maps app needs a connection.
Important
F+R NSW is a reading aid. It transcribes what is on a printout or a screen; it does not verify it, and it is no substitute for your turnout information, your radio or your officer's instructions. Always confirm an address or a location against the source before acting on it. The radio quick reference is a memory aid, not a replacement for current procedures.