Email info@hydroscape-group.co.uk with a description of what went wrong, what device and browser you were using, and — if you can — a screenshot. We read every email and respond within a few working days.
A few quick checks that resolve most issues:
- Start it again. Close Hydroscape completely and reopen it, then try again. That clears most stuck states.
- Check your signal. If the issue is "can't submit," you might be offline. Look for the OFFLINE badge at the top of the hub.
- Check for updates. Make sure your phone and Hydroscape are both up to date.
- Try another browser. If you are using Hydroscape in a browser and Safari is playing up, try Chrome, or the other way round. If one works and the other does not, that narrows it down.
- Sign out and back in. For MyHydroscape issues, this resolves most stuck-session problems.
- Clear the app data. Last resort only. It wipes any reports still waiting to be sent, so do not do it if you have some.
If none of those help, email us.
More detail is better. A good bug report contains:
- What you were trying to do — "Submit a biodiversity sighting of a kingfisher"
- What happened — "Tapped submit, the button spun for 30 seconds, then showed an error"
- What error, if any — quote the exact message if you can
- Your device — "iPhone 13, iOS 17.3"
- How you are using Hydroscape: the app from your home screen, or a browser, and which one
- Whether you're signed in to MyHydroscape — some issues are auth-related
- A screenshot, if you can take one — iOS: side button + volume up; Android: power + volume down
- When it happened — "Yesterday around 6pm" helps us correlate with any server-side issues on our end
You don't need to write a formal bug report. "Hi, the water quality form won't accept my photo on my Samsung phone, it just spins" is perfect — we'll reply and ask for details if we need them.
- We read every email
- If it's a bug, we log it and usually fix it within days for anything serious
- If it's a question about using the app, we answer
- If it's a feature request, we tell you whether it's on the roadmap
- If it's something we can't help with (e.g. a question about rod licences) we redirect you somewhere useful
We aim for:
- Within 24 hours for serious bugs (data loss, auth broken, can't submit)
- Within a few working days for general questions
- Longer for feature requests and broader suggestions — but we do reply
If you haven't heard back after a week, feel free to chase. Emails occasionally get missed.
The Hub's FAB menu includes a direct Contact us link that opens your email app pre-addressed to us.
If you're a club or fishery interested in adopting Hydroscape at organisation level, mention "Adoption enquiry" in your subject line — that routes to the right part of the team.
If you're a regulator, researcher, or journalist with a data access question, say so in the first line — same reason.
- We don't have a phone line for general support. We're a small team and email is how we work.
- We don't have a live chat. See above.
- We don't use a ticketing system with case numbers and automated status updates — your email goes to a real person.
For most issues that's fine. For a genuine emergency (like an active pollution event), email us and also call the Environment Agency on 0800 80 70 60 — they handle pollution incidents directly.