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. 9.0)
iOS - Go to your phone's Settings > General > About > Version (only the first two numbers are required, e.g. 12.1)
*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 3.6.1 (97.36)
3.6.1 is the app version (this is required for support help)
97.36 is the build version (not usually needed by us)
Subscription Type
This is only required if you have an active subscription (Plus or Pro). To find your subscription type, please open Avenza Maps and go to Settings > Details. This will tell you whether you have a Pro Subscription or Plus Subscription. If you do not see 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 > 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).
Contact Info
Pro or Plus Subscribers may contact us via the Form or by phone at +1-416-487-6442. Free users may contact us via the Form.
Please have your email and/or subscription ID available, as you may be asked for it to help us verify your account.
Comments
5 comments
Não consegui acessar minha conta, perdi o celular que estava conectado
Please help me with y account. I already purchase the plus version, but i still have a limited range of mapslike the free one . Please help me 🙏🏻
Hi Hartono,
Sorry to hear you are having problems accessing your Plus subscription! If you can please reach out to us via the contact form in the upper right corner, we'd be happy to help get you access to your maps! When contacting us, please be sure to include whether you are using Android or iOS!
Thank you!
Kate
Olá !
Fiz a minha assinatura porém não foi ativado a liberação do PRO, a assinatura já foi paga e não tenho acesso PRO.
?
Hello Rodrigo,
Thanks for reaching out!
If you purchased your subscription on an iOS device, please open the app and go to Settings > Restore Subscriptions. This should pull your subscription information into the app and have you up and running!
If you purchased the Pro subscription on an Android device, you should have been issued a code which will be your username. Please go to Settings > Enter account Details, and follow the prompts listed on the page. We recommend leaving the password field blank. If you are still having trouble, please reach out to support@avenza.com and we would be happy to assist further!
Olá Rodrigo,
Agradecemos seu contato!
Se você comprou sua assinatura em um dispositivo iOS, abra o aplicativo e vá para Configurações > Restaurar assinaturas. Isso deve colocar suas informações de assinatura no aplicativo e colocá-lo em funcionamento!
Se você comprou a assinatura Pro em um dispositivo Android, deve ter recebido um código que será seu nome de usuário. Vá para Configurações > Inserir detalhes da conta e siga as instruções listadas na página. Recomendamos deixar o campo de senha em branco. Se você ainda estiver com problemas, entre em contato com support@avenza.com e teremos o maior prazer em ajudá-lo!
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