Data protection, retention and troubleshooting
Exports, deletion, and when something isn't working.
- Exporting everything your organisation holdsA full ZIP of every collection your organisation holds, a photo manifest, and the special-category gate on resident vulnerability triage data.
- Deleting your own accountWhat's erased when you delete your own account, what's retained on membership records, and why evidence you captured survives.
- Deleting the organisationThe typed confirmation, the 90-day cancellable window, and exactly what the purge removes once it passes.
- Automatic housekeepingThe weekly sweep that clears deleted-draft photos, orphaned files and expired EDI exports, and flags — never deletes — an idle contractor shell.
- Sessions, passwords and 2FAResetting your password, enrolling TOTP or a passkey, and signing out every device at once.
- A section is missing or greyed outTelling apart a section hidden by your organisation's configuration from one your installed app build doesn't yet support.
- A field is read-only in the field appPortal-fed case fields default to read-only in the field app by design — the toggle that grants a surveyor edit access, field by field.
- A settings change has not reached a survey in progressWhy a capture-policy or app-configuration change doesn't retroactively apply to a survey already open, and when it actually takes effect.
- Sync, upload and photo problemsThe different reasons a photo can be stuck pending, what each one means, and how sealing a job actually depends on the queue clearing.
- Emails are not arrivingReading the mail log, the order HousingSurvey Pro tries to send through, and what to check when a test email or a statutory alert doesn't land.
- Integration failuresWebhook retries and their six-attempt cap, an SFTP host-key mismatch, an EDI run error, and reading an API rate-limit response.