Support is handled by a person familiar with the products. Send the product name, device model, operating-system version and a concise description of what happened. Screenshots are useful; passwords, payment credentials and private documents are not.
Contact support
Typical response time: 24 to 48 hours on working days.
Before writing
- Update the application and iOS or iPadOS to a supported version.
- Confirm the device has sufficient free storage and a stable internet connection.
- Restart the application once, then repeat the shortest sequence that reproduces the issue.
- Record the exact wording of any error and whether the issue occurs every time.
Please include the application version shown in Settings. For a route or artwork issue, include the destination, mission, artwork title or source record involved.
Sol Atlas
Scientific data or “truth product” download is waiting
Some routes require an ephemeris or satellite-system data pack that is not bundled with the initial installation. Keep the app open until the progress view identifies the required package and finishes validation. If it remains unchanged, send the package name, displayed progress, available storage and network type.
A route is rejected
Rejection can be a valid planning result. Open the route evidence view and check the named constraint, coverage interval, close-approach boundary and confidence state. Send those values if the result appears inconsistent.
Historical replay differs from a hypothetical route
Archive-derived replay and user-planned navigation are separate modes. Replay is labelled historical and follows available reconstructed trajectory products; a new route is calculated under the current planning assumptions.
Deep Atlas
The App Store record is visible before public release
Deep Atlas 1.0 has been submitted to App Store Review. If the App Store link is unavailable in your region before approval, check again after the review state changes or contact support with the exact error shown by Apple.
A route lock or arrival seal appears inconsistent
Open the route evidence or arrival archive view and include the destination, selected route, confidence state, hazard label and distance uncertainty in your support note. Deep Atlas stores route archive progress on device.
Restore Purchases does not unlock Full Deep Navigation
Confirm the device is signed in with the Apple Account that completed the purchase, then run Restore Purchases again from inside the app. A restore does not charge again.
Ukiyo-e
Collection images or records are still loading
The starter collection is bundled while additional public catalogue records arrive incrementally. Keep the app open on a stable connection and confirm that Low Data Mode is not preventing the download. Send the source code or artwork title when a specific record fails repeatedly.
Rights, attribution or record corrections
Use the source and rights controls attached to the artwork whenever possible. The public process and notice form are available at ukiyo-e.uk/rights.
Purchases and restore
Purchases are processed by Apple. Confirm the device is signed in with the Apple Account that made the purchase, then use Restore Purchases inside the application. A restore never charges again.
For billing, refund or payment-method questions, use Apple's purchase support. For an entitlement that remains unavailable after a successful restore, send the product name and a screenshot of the restore result. Do not send receipts containing personal payment details.
Security reports
Report a suspected vulnerability privately by email with the subject [SECURITY] Short description. Include affected version, impact and reproducible steps. Do not include live credentials or publish exploit details before we have had a reasonable opportunity to investigate.