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:
- Refresh the page. Close the tab, reopen the app from your home screen, try again. This fixes cached-state issues.
- 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.
- Update your browser. Older browsers sometimes struggle with newer web features. On iOS, make sure iOS itself is up to date — that's what controls Safari.
- Try another browser. If Safari is playing up, try Chrome (or vice versa). If one works and the other doesn't, that narrows the issue.
- Sign out and back in. For MyHydroscape issues, this resolves most stuck-session problems.
- Clear the app cache. Only as a last resort — this wipes your offline queue, so don't do it if you have unsynced records.
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"
- Your browser — "Safari"
- 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.