Browse all help
Guides
Guides for each role
Running it day to day
When something goes wrong
How do I…?
Signing in and the app7
Doing jobs13
- The camera won't open
- How do I do a job and send it for check?
- What makes a good evidence photo?
- A job came back red. How do I fix it?
- It asks for location. What if I'm indoors?
- I have no jobs today. Is that right?
- How do I report a broken bin or a leak?
- It says some fields are still missing
- How do I see the jobs for one bin or machine?
- Why must I scan a sticker before the photo?
- The sticker won't scan or is damaged
- It says the item hasn't been linked yet
- It says Wrong sticker. What do I do?
Checking jobs and running the team10
- How do I add a one-off job?
- How do I check a job: pass it or send it back?
- How do I do a job myself?
- How do I mark a holiday so jobs are not counted as missed?
- A worker registered a new item. How do I approve it?
- How do I give a job to someone else?
- How do I move a job to another day?
- Where do I see what was missed yesterday?
- How do I send a job back so the worker understands?
- How is my team doing today?
Setting up and managing17
- How do I add a worker or supervisor?
- How do I approve today's jobs?
- We added a DG set or a borewell. How do I update our setup?
- How do I turn on a recommended rule?
- How do I prepare and record an annual return?
- How do I move from the free plan to the licensed plan?
- How do I give someone their sign-in code?
- How do I stick and link QR stickers?
- How do I make the monthly report?
- What does Path to green show?
- How do I replace a lost or damaged sticker?
- How do I get the report emailed every month?
- What is setup evidence and how do I finish it?
- How do I share documents with an inspector?
- Someone left. What do I do?
- How do I upload a licence and get renewal reminders?
- How do I check my waste vendor's licence?
Collection, intake and gate7
By type of organisation
Getting help
On this page
Most questions are already answered in this kit. Work down this list; each step is quicker than the next.
1. Look it up (2 minutes)
| Your question is about… | Look in |
|---|---|
| What our organisation has to do, or who does a job | Your org-type guide |
| How to do something in the app | Your role guide: Manager · Supervisor · Worker |
| Something not working on the phone or the web | Troubleshooting |
| What a rule means | The rule library on earthreheal.com/rules |
2. Ask inside your organisation
- Workers ask their supervisor first. Most worker questions are "which job is this" or "my photo will not upload", and the supervisor can see the same job.
- Supervisors ask their manager.
- Managers can see everything the team sees, so they can answer almost every staff question from the web portal.
Agree in your team who the one person is that contacts EarthReheal. Usually that is the manager.
3. Contact EarthReheal
Email help@earthreheal.com. Write the subject as <Organisation name>: <what is wrong> and include:
- Who: the name and role of the person who had the problem.
- Where: phone app or web portal, and the screen name (the title at the top of the screen).
- What you did, and what happened. "I scanned the bin sticker and it said QR Sticker Mismatch" is far quicker to solve than "scanning does not work".
- A screenshot. On most Android phones, press power and volume-down together.
- Since when, and whether it happens for everyone or one person.
We reply within one working day.
If your site cannot work at all, for example nobody can sign in, or nobody can submit the jobs due today, start the subject with URGENT:. Those emails are read first.
Questions about plans, a trial, adding sites or moving from the free plan to the licensed plan go to sales@earthreheal.com instead.
What we can and cannot do for you
| We can | We cannot |
|---|---|
| Fix a bug, a wrong rule or a wrong due date | Do your team's daily jobs or approvals |
| Explain what a rule asks for and how the app records it | Give legal advice or file returns on your behalf |
| Change setup answers or add sites if you are stuck | Change a record after it was approved: the record is your evidence |
| Reset the Manager's login | Send a password by email or chat |
Never send a password by email, chat or phone, not even to us. We will never ask for one.