ATLASfusion Support
Start with your administrator
Your own organisation's ATLASfusion administrator can solve most things fastest. They manage accounts, permissions, sites, asset records and notification rules, and they can reset access straight away. Ask them first for anything about what you can see or do.
Contact us
For faults in the product or questions your administrator cannot answer, write to support@atlasfusion.com.au.
We answer during Australian business hours, Monday to Friday. We aim to acknowledge every request on the next business day.
What to tell us
These details usually let us find the answer on the first reply.
- Your organisation's name.
- What you expected to happen, and what happened instead.
- The screen you were on, and the asset, tag or ticket number if there is one.
- Roughly when it happened, including the time zone.
- A screenshot, where it helps.
- On mobile, the app version and your device model.
Finding your app version
Open the ATLASfusion app, go to Profile, and read the version at the foot of the screen. The same screen holds the debug log, which we may ask you to send if we are chasing something intermittent.
Things worth trying first
| What you are seeing | What usually fixes it |
|---|---|
| A tag stays out of range on the Find Tag screen | Check the tag is powered and within about 10 metres, and that Bluetooth is on in your device settings. Walls and metal shorten that range considerably. |
| Alerts stop arriving | Confirm notifications are allowed for ATLASfusion in your device settings, then ask your administrator to check the notification rules that apply to you. |
| The site is not detected when you raise a ticket | Allow location access while using the app, or pick the site by hand from the list. |
| A screen says you are not authorised | Your role governs what you can reach. Ask your administrator to review your permissions. |
| Sign in fails | Use Forgot your password on the sign in page. If your organisation requires a second factor, have your recovery codes to hand. |
Reporting a security issue
Tell us at support@atlasfusion.com.au with "security" in the subject line, and we will treat it as urgent. Please give us a reasonable chance to fix the issue before you discuss it publicly.
Your account and your data
Read our Privacy Policy for what we hold and why, and Account Deletion for how to have your account removed.