Getting help and giving feedback
Where the answers are, who to email about what, and how to send us an idea.
In this guide
- Help inside GRIP
- Email us — and what to include
- Who to email
- Send us feedback
- Quick fixes — worth a minute before you write
- Quick answers
1 Help inside GRIP
Help in the menu at the top left opens this help centre in a new tab. New to GRIP? Start with Day 1: sign in and find a property and follow the guides on from there. On the map, hold the pointer over any key on the toolbar for its name.
2 Email us
Email support@grip.co.nz. We usually reply within a working day. The more of this you include, the faster we can help:
- Your firm, and the email address your login uses.
- What you were trying to do, step by step, and what happened instead.
- A screenshot of any error message.
- What you have already tried.
- Whether it is just you, just this device, or just GRIP — other people, another device, other websites.
3 Who to email
| For | |
|---|---|
| support@grip.co.nz | Help using GRIP, signing in and passwords, and the account changes only we can make: a new account administrator, your firm’s name, the email domains your users can have. |
| sales@grip.co.nz | More licences, pricing and quotes, and trials for people who are not on your account yet. |
| accounts@grip.co.nz | Invoices and payment, fewer licences, and cancelling. See Subscriptions and Billing. |
4 Send us feedback
An idea, something that gets in your way, a report you wish GRIP could give you: the feedback form is the place, and what comes through it shapes what we build next. For a problem you need fixed today, email support instead, so we can write back.
- Open the menu at the top left and click Feedback. The form opens in a new tab.
- Type your message (1) and click Send Feedback (2).
5 Quick fixes
- Cannot sign in? The checks in Your login fix most of them: the right address, cleared browsing data, a private window, the office firewall.
- The map, or a layer, will not load. Reload the page. If that does not help, clear your browsing data and try again, or try another browser. If GRIP loads elsewhere but not on the office network, ask your IT team to allow app.grip.co.nz.
- A blank page on a phone. Try it on mobile data rather than the office wi-fi, and check the browser is allowed to use your location in the phone’s settings.
- An export or print fails. Try a smaller area or paper size first: a phone’s browser in particular cannot draw the largest sheets. See Map - Printing and Map - Export.
6 Quick answers
The map shows an owner or a boundary I know is wrong.
Property data comes from LINZ and GRIP updates it at most weekly. Follow the LINZ link in the panel for the official record as it stands today. If GRIP is showing the LINZ data wrongly, email support with the title or parcel and a screenshot.
Can you load our old jobs onto the map?
Yes. Email support@grip.co.nz a spreadsheet, shapefile, DXF or most other spatial formats and we load them as company data. See Company Data - Setup & Configuration.
Someone else should be getting the account emails.
That is the account administrator. Email support@grip.co.nz the current and new person’s names and login emails. See Your GRIP account.
Signing in and passwords: Your login. Your firm’s users and settings: Your GRIP account.