1. Contact support
Email info@marewise.com. Preview example support hours: Monday–Friday, 09:00–17:00 Gulf Standard Time (UTC+4), excluding UAE public holidays. Example target: acknowledgement within two business days. These are dummy preview hours and targets, not a service-level guarantee or emergency service.
Include your name, company, account email, role, website or mobile app, device and operating system, app version, approximate time, steps and error message. Send only the minimum information needed. Redact sensitive screenshots.
Never email passwords, PINs, access tokens, full card details or Equasis credentials.
2. Login and verification
For missing verification messages, check spam, junk and quarantine, confirm the address and use the resend option where available. If the message does not arrive, email support with your company and login email.
Use Forgot password on the sign-in page and follow the email instructions. If you cannot access the registered mailbox, support may need to verify identity and authority before changing the account.
Mobile sessions last approximately seven days. Reconnect and sign in if prompted after a long offline voyage. Mobile access requires the Assessor role; a crew Employee profile alone does not grant mobile access. Ask your Company Admin to check permissions.
3. Offline assessments and sync
Download the necessary assessment and vessel information while online before sailing. The app keeps current work locally for offline assessments. Reconnect to a reliable connection, open the app and allow syncing to finish. Confirm important work appears on the website before clearing local data or changing devices.
If syncing fails, keep the app and local data intact, record the error and contact support. Logout attempts to upload unsent work and then signs out; it retains this account’s offline workspace and app PIN for the next sign-in, even after a successful upload. Clear local data explicitly deletes that workspace and can permanently delete unsent work, photos and audio.
If two users edit the same item, the server version may take precedence and a conflict may be logged. Provide the assessment reference and approximate change time without unnecessary crew details. The local copy is not encrypted and a PIN does not encrypt it; secure the device.
4. Plans, billing and SIRE 2.0
If you cannot add a ship, user or assessment, ask the Company Admin to check plan limits, payment and subscription status. Use Account > Subscription and the available Stripe billing portal to review invoices, upgrades or cancellation. Contact support if it is unavailable.
SIRE 2.0 preparation requires the relevant tanker add-on, subscription entitlement and user permissions. Completion and upload grace periods depend on the actual entitlement; ask the Company Admin or support about an unexpected restriction. Prices and billing periods are on the Plans page and checkout.
5. Equasis and vessel information
Where enabled, use only Equasis credentials you own or are expressly authorised to use and comply with Equasis terms. Do not send your password to support. Equasis can apply usage limits or restrict access.
Vessel records may be cached for 30 days and saved as assessment snapshots. Information may be delayed, incomplete or unavailable; verify material details with an authoritative source. Contact Equasis for its account restrictions and tell Marewise support how the integration behaved.
6. Photos, recordings and location
Camera captures evidence; microphone records enabled interviews; location while in use identifies the sea area; photo/media access selects images. Change permissions in device settings if needed. Denying access may stop the related feature.
Obtain the necessary authority, notices and consent before capturing personal information, audio or images. If a permission is unexpected or information is collected without authority, stop the feature and contact info@marewise.com.
7. Privacy and account closure
Request access, correction, restriction or deletion at info@marewise.com. Include your name, company and request type. For crew or assessment records, also contact the employer or Company Admin because the company may control them. We may verify identity.
Use Delete account in account settings to close your own account after entering your password and confirming deletion. Company owners must contact support to arrange ownership and billing transfer first. Company assessment records can remain under a Deleted User label for continuity. Closure does not erase all company records, soft-deleted records or backups. A self-service data download is not currently available; contact support for assistance.
8. Security and privacy incidents
Email info@marewise.com promptly for suspected unauthorised access, a lost device, exposed crew records or another security/privacy issue. Notify your Company Admin. Include the time, affected account or company, possible exposure and steps already taken; do not post incident details publicly or send secrets.
Preview example escalation: mark the email subject Security or Privacy incident so it can be prioritised during the example support hours. No 24/7 monitoring or fixed incident-response deadline is promised.
9. Current limitations
- The local mobile assessment copy is not encrypted; an app PIN does not encrypt it.
- Two-factor authentication and a self-service data-download tool are not currently offered.
- Sync depends on connectivity and can encounter conflicts; clearing unsynced local data can lose work.
- Reports and SIRE 2.0 preparation do not replace official inspections or guarantee an inspection outcome.
10. Company contact
Contact info@marewise.com. MareWise FZE-LLC. Registered address: Example Office 101, Example Business Centre, Sharjah, United Arab Emirates (dummy preview address). Licence: MW-PREVIEW-000001 (dummy preview licence).