SpAItial Capture
For capture, processing, upload, or app behavior issues, start with the checks below and include device details if you contact us.
SpAItial support
Help with Capture and your SpAItial account.
Get help with SpAItial Capture, account access, credits, purchases, or the wider SpAItial platform. Start with the guides below, then send the support form if you still need help.
Start here
Tell us what you need help with.
General SpAItial support
For sign-in, account, credit balance, generation, or other SpAItial questions, use the troubleshooting steps or support form.
What to include
For SpAItial Capture issues, include these details in the support form.
- SpAItial Capture app version and build number
- Your iPhone model and iOS version
- A concise description of the issue and what you expected to happen
How-tos and troubleshooting
Fix the common problems first.
A scan will not upload
- 1Keep Capture open until the upload finishes and confirm the phone has a stable connection.
- 2Open Settings in Capture and confirm you are still signed into the intended Spaitial account.
- 3Retry from the scan detail screen. Capture keeps the local scan bundle unless you delete it.
Processing is stuck or failed
- 1Open the scan detail screen and pull to refresh the latest server status.
- 2If the scan failed, retry processing from the saved local capture.
- 3When contacting us, include the scan title, approximate capture time, app version, and iPhone model.
Credits or a purchase are missing
- 1Confirm Capture and the web app use the same Spaitial account.
- 2For subscriptions, open Capture Settings and use Restore purchases.
- 3Consumable top-ups are verified against the signed-in Spaitial account and are not restored through Apple Restore Purchases.
Sign-in or account access is not working
- 1Use Forgot password from the sign-in screen and open the newest link on the same phone.
- 2If you use Apple, sign in with the same Apple ID and sharing choice used when the account was created.
- 3Do not send passwords, one-time codes, or payment-card details through the support form.
App Store purchases
Billing and purchased credits
Apple handles refund requests for App Store purchases. To request a refund or report an App Store billing problem, use Apple's standard Report a Problem service.
Go to reportaproblem.apple.comPurchased credits are consumable and are tied to the SpAItial account used for the purchase after verification. They are not restored through Apple's Restore Purchases mechanism. They roll over between subscription periods and expire one year after purchase.
If purchased credits do not appear after verification, use the support form and include the email address associated with your SpAItial account. Never send a password, sign-in code, or full payment-card details.
Account support
Request account deletion in SpAItial Capture Settings. Once accepted, you are signed out and cloud cleanup continues asynchronously. Local scan bundles remain on your iPhone until you delete them in the app or remove the app. For sign-in or other account-access problems, use the support form.
Privacy and terms
Read how SpAItial handles data and the terms that apply to our services.
Contact
Still need help?
Send enough context for us to investigate without a long email thread. Requests are delivered to [email protected].