# Troubleshoot

# Troubleshooting tips

Did you encounter an issue when using Mergin Maps? Here are some troubleshooting tips and resources that can help:

Need more help with your issue? Lutra Consulting Ltd. provides commercial support and free fair-use support for your workspaces with an active subscription on support@merginmaps.com.

Join Community Join our community chat and ask questions!

# Support

You can also see all your options on our support page.

# Commercial SLA support

The commercial support or consultancy for your projects is carried by Lutra Consulting Ltd.


Please see the support packages available. SLA support offers you the contracted response time, dedicated hotline as well as premium email support.

# Subscribed client support

If you have an active subscription or in trial period on app.merginmaps.com, we also offer free fair-use support on support@merginmaps.com.

# Community support

# How to share your project with Mergin Maps support

Sometimes it is useful to share your project with our support team so that they can help you solve your issues.

To share your Mergin Maps project with the support:

  1. Log in to app.merginmaps.com

  2. In the Project tab in the left panel, find the project that needs to be shared with the support
    List of projects in Mergin Maps


    If you have access to multiple workspaces, you might need to switch to another workspace first.

  3. Click on the Share button
    Sharing Mergin Maps project

  4. Enter the email support@merginmaps.com and click Next
    Sharing Mergin Maps project with the support

  5. Check the details in the invite form. If you want to share multiple project with the support, you may add them to the invitation. Click Next.
    Sharing Mergin Maps project with the support

  6. Click Share to send the invitation to the support.
    Sharing Mergin Maps project with the support

Our support team can now access your Mergin Maps project.

# Diagnostic logs

If you experience any issues with syncing data, you can send diagnostic logs to the developers for debugging the issues. Logs contain detailed information about application run, so there may be hints for you on how to troubleshoot the problem.

Once you have uploaded the logs, please contact us on support@merginmaps.com with your username/workspace and problem description so we can have a look into the issues.

# Diagnostic log on Mergin Maps QGIS plugin

The diagnostic log client-log.txt can be found in the .mergin folder located in the project folder on your computer.

To send the diagnostic log to the developers:

  1. Navigate to your local project in Browser panel under Mergin Maps QGIS plugin
  2. Right-click on the project and select Diagnostic log
    Diagnostic log in Mergin Maps QGIS plugin
  3. Click OK to proceed

Submit diagnostic logs message

# Diagnostic log on Mergin Maps mobile app

To access the diagnostic log in the mobile app:

  1. Tap More and open Settings

  2. Select Diagnostic log to display the log
    Access diagnostic log in Mergin Maps mobile app

  3. If you want to send the log to the developers, tap the Send to Developers button.
    Send diagnostic log to developers