Support

Marcos Barbero answers Viewpoint support personally. There’s no ticket queue; messages land in my inbox and I respond directly.

Getting help

Email: [email protected] — for anything that needs a human. Bug reports, feature requests, billing questions, accessibility issues, data export, account problems, “the forecast says fog but the screen says clear,” anything.

In the app or on the web: Settings posts your message straight into a private Slack channel I read — Talk to Marcos on iPhone and iPad, Message support on Android, and the same at web.getviewpoint.app. The same contact path, less typing. Your email address is attached only if you tick the box offering it. Android Settings additionally has a plain Contact support row that opens your own email client instead.

Response time

I aim for within 48 hours on weekdays, longer on weekends and when I’m out in the field (the infrastructure is always-on, my replies are not). If you haven’t heard back within a week, that’s not normal — please re-send; your first message may have been lost.

For anything time-sensitive (billing on a trial about to expire, a regression that’s blocking your trip planning), say so in the subject line and I’ll prioritise.

What to include when reporting a bug

Make my job easier and yours faster:

• What you were doing when it happened — “I tapped Capture on the map,” “I opened the planning bar for a saved spot,” etc.
• What you expected to happen vs. what actually happened.
• Your OS version + device model if you know them — on iPhone or iPad, Settings → General → About → Software Version / Model Name; on Android, Settings → About phone.
• Approximate time of the issue — helps me find the matching backend logs.
• A screenshot is worth a thousand words. If something looks wrong on screen, send the picture.

Account deletion

This applies if you’ve signed in. As a guest you have no account to delete — your data lives only on your device, so removing it is as simple as deleting the app (or individual spots from within it).

For signed-in users it’s self-service, in-app — Settings → Delete account, on iPhone, iPad, and Android alike.

The flow removes your account, every spot you captured, every photo, every map, every plan and every watch from our servers. The deletion is immediate and can’t be undone. Captured photos in cloud storage are scrubbed by a background job within minutes. Mixpanel events (if you ever opted into analytics) are queued for deletion via Mixpanel’s GDPR API.

The copies already on your phone stay on your phone. Deleting the account signs the app out and cuts it off from the server, but it deliberately leaves your local library alone — the same as signing out — so you don’t lose your captures along with the account. Delete the app (or the individual spots) to remove those.

This is the canonical path; the same backend operation runs regardless of who triggers it, so doing it yourself is faster than emailing me (and immune to my response-time window).

No app installed? You don’t need one: Delete your account has the web request path, plus the full list of what is erased and what is retained and for how long.

Subscription cancellation

Cancellation is handled by the store that bills you, not by Viewpoint — on iPhone and iPad that’s Apple (a StoreKit subscription), on Android it’s Google Play (a Play Billing subscription). Each store owns those menus and rearranges them from time to time, so rather than copy the steps here and let them go stale, use the store’s own instructions:

• Cancel a subscription from Apple
• Cancel a subscription on Google Play

Cancellations take effect at the end of the current billing period; you keep access until then. Cancelling does not delete your account — your data stays. If you want both (cancellation + account deletion), cancel in the store first, then run the Delete account flow in Viewpoint — once the account is gone I can’t cancel the subscription for you, because only the store can.

For refunds: the store handles those, via Apple’s request-a-refund flow or Google Play’s refund request. Viewpoint can’t issue refunds directly on either store. If you have a refund case where you think the store’s standard policy doesn’t cover the situation (e.g., a feature didn’t work as promised), email and I’ll back your request to Apple or Google personally.

Common questions

Why aren’t my pushes arriving?

A few possibilities:

1. You’re using Viewpoint as a guest. Condition alerts need an account so we know which device to reach — sign in (Settings) to turn them on.
2. Push notifications were declined when the app first asked. Fix on iPhone or iPad: Settings → Viewpoint → Notifications → toggle the categories on. Fix on Android: Settings → Apps → Viewpoint → Notifications → allow. The app will re-register on next launch.
3. You signed out + back in on the same device. The previous session’s device token is invalidated server-side on sign-out, so the device stops receiving alerts addressed to the prior account. Open the app once after re-signing in and the new session re-registers.
4. The condition you’re watching isn’t in the forecast (golden light needs a clear forecast at the right elevation angle; clear night needs low cloud cover overnight). The forecast genuinely doesn’t trigger if the weather doesn’t line up.

Why does sync look stuck?

Captured offline → not lost. The local row sits as PENDING_SYNC and the next foreground / online tick drains it. If a row is stuck longer than a minute on a connected device, email me with the spot’s name and the rough capture time — I can look at the sync logs.

My forecast looks wrong

See Data & transparency for how the forecasts work and where their limits are, and the weather-accuracy disclaimer for what they can and cannot tell you. If you think there’s a genuine forecast bug (not just model uncertainty), email me with the spot, the date you scrubbed to, and what the forecast showed.

When NOT to use this page

• Privacy questions that don’t need a human → the privacy policy covers data handling, GDPR rights, sub-processors, retention.
• Billing questions about your store’s policies (refunds beyond Viewpoint, App Store family sharing or Google Play family library, the regional currency the store charges you in) — those are Apple’s or Google’s, not mine.
• Feature requests can go to the email above, but tagging them as such in the subject helps me triage them as “discussion” vs. “broken.”

Anything else

Email [email protected]. I read every message.