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Support
Practical help with LocatorDesk sign-in, local records, apartment searches, commute estimates, reminders, subscriptions, and account deletion.
Support information updated July 25, 2026
Contact Hatching Point
For product help, account questions, accessibility feedback, or a privacy request, email the LocatorDesk team. We generally respond within two business days.
Include the LocatorDesk version, your iOS version, and a brief description of what happened. Do not email lead lists, renter contact details, access codes, passwords, App Store receipts, or other sensitive client records.
Start with these checks
Something is not updating
Close and reopen LocatorDesk, confirm the correct account is signed in, and install any available app or iOS update.
A live feature is unavailable
Check your internet connection, confirm LocatorDesk Pro is active, then use Settings to check the hosted service.
A property looks out of date
Refresh the search and verify pricing, units, fees, specials, pet rules, and compensation with the property or authorized source.
A reminder did not appear
Confirm reminders are enabled in LocatorDesk and that Notifications are allowed for LocatorDesk in iOS Settings.
Sign-in help
I did not receive the email code
- Check that the email address is typed correctly.
- Look in spam, junk, promotions, and filtered folders.
- Wait a few minutes before requesting another code; only the newest code may remain valid.
- Return to LocatorDesk and enter the code before it expires.
Do not send your one-time code to Hatching Point support. We will never ask for it. If repeated attempts fail, email support with the time of your latest attempt and the email provider you use, but omit the code itself.
What changed with the Convex-backed build?
LocatorDesk now uses Convex Auth for account access and Resend only to deliver requested sign-in emails. The Convex-backed TestFlight build requires a fresh email code; an older Supabase session cannot be reused. Sign in with the same verified email address you used before so LocatorDesk can match the legacy account and preserve account continuity.
I signed in and my workspace is empty
Local CRM data is separated by LocatorDesk account on the device. Confirm that you used the same email account as before. A different account opens a different local workspace, and lead records do not sync from our servers. If the same email opens an empty workspace after the backend transition, do not delete or replace local data; contact support so we can check the account mapping.
Local records, export, and deletion
Where is my CRM data stored?
Leads, renter preferences, activities, local properties, shortlist choices, and message drafts are kept in a protected, account-scoped file on the device. LocatorDesk does not provide cloud sync for these records.
How do I make a backup?
Open Settings and choose Export local backup. Store the exported file somewhere you control and protect it like any other client record. The export can contain personal and business information.
How do I delete data?
In Settings, Delete all local data clears the current account's local workspace while keeping the account available. Delete account immediately disables hosted account access, invalidates active sessions, schedules user-linked authentication and service records for deletion in bounded batches with retries until the purge completes, and clears the current local workspace. During the 14-day migration and rollback window, contact support if you want confirmation that corresponding legacy Supabase records have also been removed. Account deletion cannot be undone.
Deleting an account does not cancel an Apple subscription. Cancel the subscription through Apple separately. If you need help with a privacy request after losing access to the app, contact us from the account email address.
Apartment inventory and CSV imports
Why are live search results limited or unavailable?
Live apartment discovery requires sign-in, internet access, an eligible Pro entitlement, a supported search area, and an available provider connection. Reasonable quotas protect the service. Try a narrower city, postal code, rent range, or radius and try again later if the provider is temporarily unavailable.
Which CSV files can I import?
Import only a CSV export you are contractually permitted to use. LocatorDesk recognizes common property fields, but source formats differ. Review imported addresses, rent, bedrooms, availability, amenities, source dates, and URLs after import. Do not import scraped or copied portal data without authorization.
Can I rely on a match score?
A match score is an organizational aid based on the renter's stated objective needs. It is not a housing guarantee or a substitute for professional review. Confirm property facts and make sure your use complies with fair-housing law and broker requirements. Locator commission does not affect ranking.
Commute estimates and message drafts
Why is a commute estimate missing?
The property needs valid coordinates, and the renter's commute preference needs a usable address or coordinates. The route provider may return no route for a mode, time, or location. Estimates change with route conditions and should be presented as estimates with the displayed provider attribution.
Does LocatorDesk send messages for me?
No. LocatorDesk prepares a draft on the device. Review it, confirm the recipient's consent and opt-out status, edit any inaccurate or inappropriate content, and then choose whether to copy or share it. Nothing is sent automatically.
Subscriptions and billing
How do I restore LocatorDesk Pro?
Make sure the device uses the Apple Account that purchased the subscription, then open LocatorDesk Settings and tap Restore Purchases. If access does not refresh, confirm the subscription is active in Apple's subscription settings, reopen the app, and try again.
How do I cancel?
Apple manages billing. Open iOS Settings, tap your name, choose Subscriptions, select LocatorDesk, and follow Apple's cancellation steps. You can also open Apple's subscription management page.
How do I request a refund?
Hatching Point cannot issue App Store refunds. Submit a request to Apple at reportaproblem.apple.com.
Professional and safety notes
- Use only broker-approved identity, advertising, and disclosure wording.
- Maintain any license and sponsoring-broker relationship required where you work.
- Honor consent, channel restrictions, and opt-outs before contacting a lead.
- Never use protected traits, demographic proxies, or inferred neighborhood character in matching.
- Verify all property and compensation details before a renter or business relies on them.
For policy details, review the Privacy Policy and Terms of Use.