One knowledge base for every app we publish — the Pro planners, Mapsiti, Zorkout, PowerHouz, viBBes, iDuerp and OSHAid. Search it first; if the answer is not there, open a ticket and a person will reply.
Installing, signing in and finding your way around.
Every consumer app we publish is distributed through the App Store — search for it by name, or use the link on its product page. There is no sideloading, no beta channel to join and nothing to download from our site.
iDuerp and OSHAid are business products with a web console alongside the mobile app; your administrator sends the invitation that gives you access.
For most of our consumer apps, no. They store your data on your device and sync it through your own iCloud account, so there is nothing to sign up for and no password to remember.
The business products work differently: iDuerp and OSHAid are multi-user by nature, so they do need an account, created from the invitation your organisation sends you.
The App Store listing for each app states its minimum iOS version and the devices it runs on — that page is always the current answer, because it updates with the app.
As a rule we support the current version of iOS and the one before it. If an update ever raises the requirement, the App Store lets you download the last version compatible with your device.
Everything that involves money is handled by Apple, not by us.
Subscriptions to our apps are billed by Apple through your App Store account, so they are managed there rather than in the app. Cancelling stops the renewal — you keep access until the end of the period you have already paid for.
This almost always means the app is running under a different Apple Account from the one that made the purchase — after a new device, a family device or a second Apple Account, for instance.
Restoring is free, works as many times as you need, and never charges you again.
Refunds for App Store purchases are issued by Apple, and only Apple can process one — we have no way to refund a payment we never received.
Request it at reportaproblem.apple.com with the Apple Account that made the purchase. If the reason is something wrong with the app, open a ticket with us as well: we would rather fix the problem than have you leave over it.
Where an app supports Family Sharing, the App Store listing says so under In-App Purchases, and the entitlement follows the family group automatically once one member has bought it.
If a family member cannot see a purchase you have shared, have them run Restore Purchases while signed in with their own Apple Account.
The business products are billed per organisation rather than through the App Store, and the subscription is managed from the web console by whoever administers your account.
For invoices, seat changes or anything contractual, open a ticket and pick your product — those go to the account team rather than to app support.
Where your data lives and how to get it out.
Apps that sync do it through your own iCloud account. Your data travels between your devices under your Apple Account — it does not pass through a server of ours, and we cannot see it.
That also means syncing depends on iCloud being available and switched on for the app.
Nine times out of ten, one device has not finished syncing: it was offline, or the app was closed before iCloud caught up. Open the app on both devices while connected and leave it in the foreground for a minute.
If they still disagree after that, do not delete the app to fix it — that can discard changes that were never uploaded. Open a ticket first and we will tell you which device to trust.
Sign in to the new device with the same Apple Account, install the app from the App Store, and open it while connected. Anything held in iCloud comes down on its own.
Do not delete the app from the old phone until the new one shows everything you expect. Once it does, the old copy is redundant.
Where an app produces something worth keeping — an itinerary, a plan, a checklist, a report — it offers a share or export action on that item, so it can go to a file, a message or another app through the standard iOS share sheet.
iDuerp and OSHAid export their compliance documents as PDFs from the web console, which is where the formal record is generated.
What we hold, and how to have it removed.
For the consumer apps: nothing. Your content stays on your device and in your iCloud account, under your Apple Account rather than ours. We do not receive it and cannot read it.
For the business products, the data belongs to the organisation that holds the account, and access follows the roles your administrator has set.
For an app that keeps everything in iCloud, deleting the app and removing its iCloud data from Settings removes it — there is no copy on our side to erase.
For iDuerp and OSHAid, or for anything you have sent us in a support ticket, write to us and we will delete it. Say which product and which email address, and we will confirm when it is done.
It is used to answer you, and nothing else. We do not sell it, share it with advertisers or use it to market to you.
Attach only what is needed to reproduce the problem. Never send us a password — no one at ZysCo will ever ask you for one.
The checks worth running before you write to us.
Run these in order — the first two resolve most cases, and neither one touches your data.
If it still crashes, open a ticket with your device model and iOS version. Crash reports reach us automatically only if you have opted into sharing analytics with developers, so a ticket is often the only way we learn about it.
Notifications need permission from iOS, and it is easy for that to be denied at first launch and forgotten. Check Settings → Notifications → the app, and confirm Allow Notifications is on along with the alert styles you want.
Focus modes and Scheduled Summary can also hold notifications back without denying them — worth checking if they arrive late rather than not at all.
Zorkout reads live heart-rate and workout data through Apple Health, so it needs those permissions granted on both the iPhone and the Apple Watch. Check Settings → Health → Data Access & Devices, then the app.
Keep the watch and phone within Bluetooth range at the start of a session so the two can pair up the recording. If a session recorded on the watch has not appeared on the phone, open the app on both and leave them connected for a minute.
PowerHouz reads your existing HomeKit setup rather than replacing it, so anything missing there will be missing here too. Confirm the accessory works in Apple’s own Home app first — that isolates whether it is a HomeKit problem or ours.
Also check that PowerHouz has been granted Home access under Settings → Privacy & Security → HomeKit, and that you are signed in with the Apple Account the home is shared with.
Both devices must be on the same Wi-Fi network — this is the cause of most casting failures, and a phone that has quietly dropped to cellular looks identical to a broken app.
If playback starts and then stalls, it is usually bandwidth rather than the app. Try a lower-resolution stream, or move closer to the access point, before opening a ticket.
The workplace-safety products, which behave differently from the consumer apps.
Administrators invite people from the web console by email address; the invitation creates the account and assigns the role. Roles decide what a person can see and change, so it is worth setting them deliberately rather than making everyone an administrator.
If an invitation has not arrived, check the spam folder first, then have the administrator resend it — invitations expire.
They are the same platform localised into two regulatory regimes: iDuerp implements the French Document Unique (DUERP), OSHAid the US OSH Act. The risk assessment, action plans and audit trail work the same way in both.
Which one you need follows from where your people work, not from company size. If you operate in both countries, open a ticket and we will explain how organisations usually structure that.
We can tell you what the software does and how to record something in it. We cannot tell you whether your organisation meets its legal obligations — that is a judgement for your safety officer, your occupational health service or your legal counsel, and it depends on facts the software cannot see.
What the product does give you is the audit trail: who assessed what, when, and what was done about it.
Tell us which app and what happened. The more precisely you describe what you did and what you expected, the fewer rounds it takes to fix it.