Support
Help with the Lacroo Pro web and mobile apps — for field workers, supervisors, engineers, suppliers, and head-contractor administrators. We aim to reply within one Australian business day.
Contact
- General support
- support@lacroo.ai · sign-in, app issues, project setup, billing
- Privacy
- privacy@lacroo.ai · data export, deletion, Privacy Act / GDPR questions
- Security
- security@lacroo.ai · responsible disclosure of vulnerabilities
- Legal
- legal@lacroo.ai · contracts, compliance, data processing agreements
- General enquiries
- hello@lacroo.ai · everything else
Quick links
- Privacy policy: app.lacroo.ai/privacy
- Terms of service: app.lacroo.ai/terms
- Delete your account: app.lacroo.ai/delete-account
- Web app login: app.lacroo.ai/login
Common questions
I can't sign in to the mobile app
A few things to try:
- Field worker? Lacroo Pro field workers sign in by scanning a QR code generated by their site supervisor or organisation admin. If your QR has expired or never reached you, ask your supervisor to issue a fresh one. The login screen has a Sign in with QR button that opens the camera.
- Supervisor / engineer / admin? Use the email and password (or Microsoft single sign-on) provided by your organisation. If you've forgotten your password, tap Forgot password on the login screen and enter your work email — we'll send a reset link valid for one hour.
- Microsoft sign-on not working? Some organisations restrict SSO to specific email domains or require a corporate device. Confirm with your IT admin that Lacroo Pro is approved for your tenant.
I'm a new field worker — how do I join a project?
You don't sign up for Lacroo Pro yourself. Your supplier or head-contractor supervisor will issue you an invitation QR code linked to a specific project. Open the Lacroo Pro app, tap Sign in with QR, and point your camera at the QR. The app handles the rest — name, email, role, and project assignment. The QR is single-use and time-limited.
The app is asking for permissions — what does it use them for?
Lacroo Pro requests four permissions, all on first use of the related feature:
- Camera — to scan QR codes and to capture site photos for diary entries and dockets. The camera feed is never streamed off-device.
- Photo library — to attach existing photos to diary entries or dockets.
- Microphone — only when you explicitly tap Voice note on a diary entry. Audio is uploaded for transcription and then deleted.
- Location — to tag photos with GPS coordinates where they were taken. Never accessed in the background.
You can deny or revoke any of these in your device settings. The corresponding feature will gracefully disable until you re-enable.
My photos / diary entries / dockets aren't syncing
Lacroo Pro is offline-aware. When connectivity is poor or absent, captures are queued on-device and uploaded automatically when network returns. To force a sync attempt: pull-to-refresh on the relevant screen.
If items have been queued for a long time without uploading, contact support@lacroo.ai with your organisation name, the device platform (iOS or Android), and the approximate date of the stuck record so we can investigate.
How do I delete my account?
Two ways:
- From the mobile app: Profile → Delete My Account. We send a confirmation link to your email; deletion completes when you click it.
- From any browser: visit app.lacroo.ai/delete-account, enter your email, and follow the email link.
Deletion replaces your name and email with anonymous placeholders, removes you from every project, and revokes all sign-ins. Historical site records (dockets, diaries, photos, sign-ons) are retained on the system for legal compliance, but will reference the anonymised account. You will not be able to sign back in.
How can I export my data?
Email privacy@lacroo.ai with the email address registered on Lacroo Pro. We will provide an export of your personal data in a structured, machine-readable format within 30 days.
Operational project data (dockets, diaries, photos) is owned by your organisation. Your organisation administrator can self-serve project exports through the web admin dashboard.
I'm an organisation administrator — how do I add or remove users?
Sign in to the web app at app.lacroo.ai, open your organisation, and use the Users and Field Users tabs. Field users are added by issuing them a project-scoped QR code. Office staff (supervisors, engineers, admins) are added by email invitation.
I think I found a bug or security issue
For functional bugs, email support@lacroo.ai with: device platform and OS version, app version (visible in Profile), what you were doing, what you expected, and what actually happened.
For security issues, email security@lacroo.ai. We acknowledge reports within one business day and welcome responsible disclosure.
Where is my data stored?
All primary storage (database, file storage, API compute) is hosted in Sydney, Australia. Some sub-processors (Vercel, Sentry, Postmark, OpenAI) route traffic through other regions, with appropriate contractual protections. Full detail is in our privacy policy.
Mobile app downloads
Lacroo Pro for iOS: App Store link will appear here once the app goes live.
Lacroo Pro for Android: Google Play link will appear here once the app goes live.
Office hours
We respond to support requests during Australian business hours: Monday to Friday, 9am–5pm AEST. Outside those hours, urgent security issues are still monitored at security@lacroo.ai.