Support Centre

When contacting Avenza Support

Last Updated: Jun 19, 2017 01:57PM EDT

When contacting Avenza Support, either by Email or Phone (subscribers only), you will be asked to provide information regarding your device, app version, and maps (if applicable), in order to help us resolve your issue.  Below is the information commonly requested, so if you are able to have this information on hand when you contact us, it will be greatly appreciated.

Device OS
Android - Go to your phone's Settings > About Phone > Android Version (only the first two numbers are required, e.g. 6.0)
iOS - Go to your phone's Settings > General > About > Version (only the first two numbers are required, e.g. 10.2)
*Please note, these steps may vary slightly depending on your specific device

App Version
Open Avenza Maps > Settings > App version is located below (Android) or beside (iOS) the Avenza logo at the top of the screen

e.g. Avenza Maps 3.1 (70.43) 
3.1 is the app version (this is required for support help)
70.63 is the build version (not usually needed by us)

Subscription Type
This is only required if you have an active subscription (Unlimited or Pro).  To find your subscription type, please open Avenza Maps and go to Settings > Pro Account Details.  This will tell you whether you have a Pro Subscription or Unlimited Import Subscription.  If you do not see Pro Account details, please select "Avenza Maps" from the Subscription Type drop-down. 

Subscription ID
This is only required if you have an active subscription (Unlimited or Pro).  To find your subscription ID, please open Avenza Maps and go to Settings > Pro Account Details.  This will tell you whether you have a Pro Subscription or Unlimited Import Subscription, as well as the Subscription ID below it.  iOS users who have purchased their subscription in-app will not have a subscription ID. 

Map Related Problems
If the problem you are having is related to a map, please provide the name of the map (if from the Map Store), or if possible share the map with us (if it is a custom imported map), as most often any problems related to maps will require us to look into the map itself.

Map Store Account Problems
If you are having problems with your Map Store account (missing maps, maps not transferring between devices, etc.) please ensure you provide us with the email linked with your Map Store account. For missing maps from an account, please provide us with purchase receipts (and map titles), or the Local Purchase History (iOS devices only - Avenza Maps > Settings > General Settings > Debug Settings > Map Store Settings > Local Purchase History).

Phone
Pro Subscribers may contact us via email or phone at 1 (416)-487-6442
Please have your email and/or subscription ID available, as you may be asked for it to help us verify your account. 

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