Support
Get help with Meterworx
One address for the field app, the portal, and account questions. US-based team, real humans, no phone tree.
The fastest path for both crews and office users. Include your job site, your role, and a screenshot if you can.
Response times
We staff to Tier-3 support: same-day acknowledgement during US business hours, under-24-hour resolution target for field-blocking issues.
Emergencies
If a crew is on-site and blocked, put [BLOCKED] in the subject line. Those route to on-call and are answered outside business hours.
Common questions
I can't sign in to the mobile app.
Sign-in problems are almost always one of three things: (1) the account hasn't been provisioned yet by your administrator; (2) the password was reset; or (3) the phone has no network. Ask your dispatcher to confirm your account exists, then try again on Wi-Fi. If it still fails, email support with the exact error message.
The app says "Not in inventory" when I scan a new radio.
That means the endpoint's serial doesn't match any inventory record for your job site. Double-check the barcode read matches the label; if it does, notify the office — they may need to receive the shipment into inventory before you can install it.
I finished a job, but it's still showing as assigned.
If you completed the job offline, it stays on your list until the app has a chance to sync. Pull to refresh on the "My work" screen when you're back on Wi-Fi or a strong cell signal — the sync also runs automatically on launch.
I need to delete my account.
In the mobile app, open the account menu (top right of "My work") and tap Request account deletion. That drafts an email to support pre-filled with your user ID; send it and we will confirm and complete deletion within 30 days. See our privacy policy for the full detail.
How do I get a copy of my captured data?
Personal data — email support. Job-related captures — talk to your dispatcher; those are exported through the portal on their normal cadence.
Which iOS and Android versions are supported?
iOS 16 and later. Android 10 (API 29) and later. If you're on something older, the app may install but some capture screens will look off — upgrade the OS or ask your employer for a newer phone.
Where is my data stored?
United States, on Supabase infrastructure (us-east-1). Encrypted at rest and in transit. See the privacy policy for detail on retention and sub-processors.
Something is broken and I don't know how to describe it.
That's fine. Screenshot it, tell us what you were trying to do and what happened instead, and send it to support@meterworx.com. Every ticket goes to a real person.
Not the right place?
- Interested in Meterworx for your utility or contractor? Book a demo instead — we'll get you a call within a business day.
- Press or partnerships? Reach IncWorx Consulting at incworx.com.
- Privacy request? See the privacy policy for the specific contact and process.