Worker submitting a report
Use the QR code posted at your site. No login is required. If the form will not submit, ask a supervisor for the site contact or try again with a shorter description and one smaller photo.
Support
Get the right help without slowing down the field.
Start with the path that matches your role. Worker reporting should stay fast, customer admins should have a clear next step, and urgent safety situations should stay with the site emergency process.
For emergencies, do not wait for support
If there is an injury, fire, active hazard, violence, environmental release, or any condition that needs immediate response, follow your site procedure and call local emergency services. Good Catch Relay records and routes reports; it does not dispatch emergency response.
Customer admin
Sign in to review Relays, configure recipients, update crew or project options, manage routes, and check billing or launch settings.
Account owner or billing contact
Use the billing page for subscription changes and the Stripe customer portal. Include the organization name when emailing support.
Privacy or security
Send privacy, data rights, vulnerability, or suspected unauthorized access concerns by email with enough context to identify the account or route.
Common issues
8 answers
Urgent hazard, injury, fire, violence, or active danger
Follow your site emergency procedure immediately and call local emergency services. Good Catch Relay is for reporting and follow-up, not emergency dispatch.
QR code does not open
Check camera focus, lighting, and internet connection. If it still fails, ask the customer admin to confirm the route is active and the posted code points to the current slug.
Public report will not submit
Confirm the crew or project is selected, the description has enough detail, Turnstile completed if shown, and the route access PIN is correct if one is required.
Photo upload fails
Attach one image only. Use a smaller photo, choose a common image format, or submit without a photo and add location detail in the description.
Notification email did not arrive
Check route recipients, quiet hours, digest settings, spam folders, and whether the Relay was quarantined by route protection. Email delivery can also be skipped if email is not configured.
Customer admin cannot sign in
Use the email address from the invite, check the confirmation link, and ask the Account Owner to resend the invite or verify membership.
Billing portal or checkout issue
Sign in as an authorized billing user, then open the billing page. If Stripe is unavailable or the session expires, try again and email support with the organization name.
Wrong role or missing access
Ask the Account Owner or an admin with team permissions to check your role, division access, and plan entitlements.
Contact support
Email relay@goodcatchrelay.com when a customer admin cannot resolve the issue in the dashboard or when the issue affects billing, onboarding, privacy, security, or route availability.
Include only the information needed to identify the issue. Avoid sending sensitive report photos, medical information, or unrelated personal details by email unless support asks for them.
- Organization name and your work email.
- The QR route slug or URL if the issue involves a public report form.
- Relay ID, approximate submission time, or crew/project label if the issue involves a saved Relay.
- Screenshot or exact error message if available.
- Whether the issue blocks worker reporting, admin review, billing, onboarding, notifications, or exports.
Customer admin links
These links require the right customer membership, role permissions, and plan entitlements. If a page is locked or missing, ask the Account Owner to review your role and division access.
Billing and account support
Subscription checkout, payment methods, invoices, and portal sessions are handled through Stripe. Good Catch Relay stores plan and subscription status so the dashboard can show the right entitlements, limits, locked states, and billing actions.
For billing questions, include the organization name, billing email, plan, and whether the issue happens in checkout, the customer portal, invoice email, or dashboard billing page. Do not send full card numbers by email.
Privacy and security support
Use the privacy notice for details about report data, cookies, processors, retention, and privacy rights. For suspected unauthorized access, exposed data, vulnerability reports, or data rights requests, email relay@goodcatchrelay.com with "Security" or "Privacy" in the subject.
Rollout and onboarding support
New customers can request a free rollout conversation to ask questions, review the workflow, and get a starting plan recommendation. This does not start a subscription or create an onboarding charge. After subscribing, customers can configure the account themselves at no extra cost or choose Launch Assist for hands-on configuration help.
Organizations that need more than 25 active routes, 15 divisions, or 40 dashboard users can request a sales-assisted Custom rollout. Custom terms expand the reporting footprint; they do not imply unsupported SSO, integrations, or compliance commitments.