Get the right help for your next step.

1. How to get help

SpringFire is used by organisations that invite their staff and clients onto it. Inside the app your organisation is called the "Provider". The fastest route to help depends on who you are.

1.1 Staff and clients: start with your organisation

If you're a service member or a staff member using SpringFire under a business that invited you (your "Provider"), your Provider's administrator is usually the fastest first stop. They have day-to-day control over rosters, bookings, member accounts, billing, and the configuration of the platform for your organisation. Most issues are resolved within that contact.

Common scenarios where your Provider is the right first stop:

• You can't sign in or your account has been locked
• Your shift, roster, or availability needs changing
• Your bookings or member check-in records look wrong
• Your role or permissions on the platform need adjusting
• Your contact details, name, or profile photo need updating

If you don't know who your Provider's admin contact is, ask the person who originally invited you to SpringFire — or contact us at support@springfire.com.au and we'll help you locate them.

1.2 Your organisation's administrators: contact SpringFire directly

If you're the administrator of a Provider organisation on SpringFire, email support@springfire.com.au with a description of your issue. To help us help you quickly, include:

• Your Provider organisation name
• The email address you use to sign in to SpringFire
• A clear description of the issue, including the steps to reproduce it
• Screenshots if the issue involves a specific screen or error message
• Please leave out clients' health details or other sensitive information; describe the screen and the steps instead
• The approximate time the issue first occurred, if relevant

1.3 Exploring SpringFire for your business

Book a walkthrough to see SpringFire with your own processes in mind, or send us a question. If SpringFire fits, our team sets up a 14-day trial configured for your business.

2. Common questions

I forgot my password

From the SpringFire sign-in screen (in the mobile app or at https://web.springfire.com.au/login), tap "Forgot password" and follow the email instructions. If the reset email doesn't arrive within a few minutes, check your spam folder. If still missing, contact your Provider administrator — your account email may need to be re-verified.

I'm not receiving push notifications on my phone

Open Settings → Notifications → SpringFire on your device and confirm notifications are enabled. Inside the SpringFire app, check that the notification preferences in your profile haven't been turned off. If notifications are enabled on both sides and still not arriving, sign out and sign back in to refresh your device registration, then contact your Provider administrator if the issue persists.

Location isn't being captured when I clock in or check in

SpringFire requests location permission the first time you clock in (staff) or check in (members). On iOS, open Settings → Privacy & Security → Location Services → SpringFire and choose "While Using the App". On Android, open Settings → Apps → SpringFire → Permissions → Location and choose "Allow only while using the app". The app uses location only at the moment you clock in / check in — it doesn't track you in the background.

I'm getting an "unable to connect" error

Confirm your device is online — try loading another website or app. If the rest of your device is working, the SpringFire API may be temporarily unavailable. Wait a few minutes and try again. If the issue persists for more than 10 minutes during business hours, email support@springfire.com.au with the time it started and any error message shown.

How do I update my email or phone number?

Profile contact details are managed by your Provider administrator to prevent unauthorised changes to account-linked records. Ask your Provider to update your email or phone — the change takes effect immediately, and you'll receive a notification on the new email or number to verify it.

3. SpringFire mobile app

The SpringFire mobile app is available on the App Store and Google Play. It signs you in to the same account you use on the web. The app needs an internet connection. Most issues with the mobile app are resolved by:

1. Checking the App Store / Google Play for updates and installing the latest version
2. Force-quitting and reopening the app (iOS: swipe up from the bottom and swipe SpringFire off; Android: Recent apps → swipe SpringFire off)
3. Signing out and signing back in — refreshes your device's session and push registration
4. Restarting your device — clears cached state at the OS level

If the app crashes on launch or after a specific action, email support@springfire.com.au with the device model, operating-system version, app version (Settings → About in the app), and a brief description of what you were doing when it crashed.

4. Response times

SpringFire's support hours are Monday to Friday, 9am–5pm Brisbane time (AEST, UTC+10). Queensland doesn't observe daylight saving. Outside these hours, responses are best-effort.

• First response: within 1 business day for most enquiries
• Sign-in or access blockers: prioritised — usually replied to within the same business day
• Billing and account changes: within 2 business days after identity verification
• Privacy requests (including account deletion): see the Account deletion page for the formal timeline

5. Account & access

For information on:

• Privacy and how your data is handled — see our Privacy Policy
• Deleting your account or personal data — see the Account deletion request page
• Security and how SpringFire protects your data — see our Security overview
• Terms of use — see our Terms

6. Direct contacts

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