Support

Getting in touch

Everything goes to one address: [email protected]. Support, billing questions, privacy requests and legal correspondence all arrive in the same place.

Indate is written and supported by one person, so there is no ticket queue, no chatbot and no call centre. That has an obvious upside and an honest downside. We aim to reply within two working days. In a release week, or over a holiday, it can take up to five. Everything gets a reply — if a week has gone by with nothing, assume the message went astray and send it again.

Common questions

A reminder did not arrive

Check that notifications are allowed for Indate in iOS Settings. Indate asks for permission after you add your first property, not at launch, so if you skipped that prompt the app has no way to reach you. Open the app afterwards: it rebuilds its whole reminder schedule every time it starts.

I paid, but the app is asking me to buy it again

Use Restore purchases, on the paywall and in Settings. Purchases are tied to the Apple ID that bought them, so make sure you are signed in with the same one.

I want a copy of everything I have entered

Settings will export everything as a JSON file. It is yours — there is no copy on our side to request.

I want to erase everything

Delete the app from your iPhone. That removes the records, the documents and the scans with it. Export first if you want to keep a copy, and remember that an iPhone backup you made earlier may still contain the data.

My property is in Wales, Scotland or Northern Ireland

Indate covers England only for now. The rules in the other three nations are genuinely different, and an app that pretended otherwise would be worse than no app. The onboarding flow will offer to take your email address and tell you when your nation is supported.

The app says a certificate is due, but I think it is in date

Please tell us — it is the single most useful message we get. See “Found something wrong?” above.

Refunds, cancelling and the free trial

Apple sells Indate and Apple handles the money. We cannot issue a refund, reverse a charge or extend a trial, because we never take the payment in the first place.

• Refunds. Ask Apple at reportaproblem.apple.com, signed in with the Apple ID that made the purchase. Apple’s Media Services Terms set out your refund and cancellation rights, including any statutory right you have as a consumer.
• Cancelling the subscription. On your iPhone, open Settings → your name → Subscriptions, or open the App Store, tap your account picture, then Subscriptions. Cancel at least 24 hours before the renewal date, or that year will be taken.
• The free trial. The trial runs for 14 days. Cancel at least 24 hours before it ends and you will not be charged; your access runs to the end of the trial either way.
• The lifetime purchase. A one-off £59.99 with nothing to cancel. If it is not showing on a device, use Restore purchases on the paywall or in Settings, signed in with the Apple ID that bought it.

The full position on pricing and renewal is in the terms and conditions.

Getting your data out, and erasing it

Everything you enter lives on your iPhone and nowhere else. We hold no copy, which is excellent for your privacy and means you have to handle two things yourself:

• Export. The app’s Settings will write everything you have entered to a file you keep. Do it before you change phone, and do it before you delete the app.
• Erase. Deleting Indate from your iPhone removes the records, the documents and the scans with it. There is nothing left on our side to delete, because there never was anything. If you have an iPhone backup made earlier, the data may still be in that backup — that one is between you and Apple.

We cannot restore records for you, and we cannot delete them for you. The privacy policy explains why, and sets out the rights you do have over the little we hold.

What we cannot help with

• Legal advice. We can tell you what a rule in the app says and which regulation it comes from. We cannot tell you what to do about a deposit dispute, an enforcement notice or a possession question.
• Registering on the PRS Database. You do that yourself, on the government service. We cannot submit it, check it or chase it.
• Chasing anyone else. Councils, deposit schemes, Gas Safe engineers and EPC assessors are all beyond our reach.
• Wales, Scotland and Northern Ireland. Indate covers England. The onboarding flow will take your email address if you would like to be told when that changes.