Questions and answers

#I forgot my password

Cartema sends no reset emails. Ask your workspace's administrator, or Cartema support, to set a new one; then change it yourself in Account → Change password.

#I cannot see an app, or a layer

Apps are shown to the members of their workspace (a public app to anyone with its link). If a colleague sees an app you do not, you may be in a different workspace — check Workspace at the top left — or your organisation has not added you. An address that does not exist and an app you may not open show the same Page not found screen, so a private app is never revealed; use Your apps on that screen to go back, and ask your workspace's administrator for access. A layer that is on but not drawn may be outside the area you are looking at: use Zoom to layer in its options.

#The map is slow

Large layers — survey plans with tens of thousands of lines, high-resolution imagery — take a few seconds to draw the first time. Switch off what you do not need. Layers being edited are always fetched fresh, so they are slower to draw than delivered ones.

#A click does not select what I want to edit

In Edit features, only the layer chosen at the top of the panel can be picked, and a feature can only be picked once it is drawn on the map. If several layers lie on top of each other, choose the right one in the panel.

#Why is the height marked ≈?

Where the app has no terrain model of its own, the height under the pointer comes from a world terrain model with cells of about 30 m. It is good for “about how high”, a few metres out; it is not a survey.

#How exact are measurements and printed scales?

Distances and areas are computed on the Earth's surface (geodesic), from the data as it is in Cartema: as exact as the data. A printed sheet is made at the true scale shown on it. Check anything that matters against authoritative sources.

#Can I get my data out?

Yes. Any layer you can see exports with Export… in its … menu, as GeoPackage, Shapefile, GeoJSON, KML, CSV or DXF; selected features also export as CSV with Selection → CSV. For a full copy of your workspace's data in open formats, ask Cartema support.

#Where is my data kept?

On Cartema's own servers in a data centre in Germany (European Union), backed up every night. See the privacy policy.

#Who do I contact?

Your workspace's administrator for access and roles; for anything else, Cartema support.

Contact us, at the top of every page, starts a conversation with support: a subject, your message, and if useful pictures and files — screenshots, PDFs, documents, drawings, up to 10 files of 50 MB each. If your organisation runs its own support desk in Cartema, the conversation goes to it; otherwise it goes to Cartema support. The page says which. The conversation stays in Messages, where you read the answers, reply to any message in it and send more files. When support answers, you are also told by e-mail with a link to the conversation. Messages and files stay as they were sent: they cannot be changed or deleted, so the conversation is a full record.

The bell beside Contact us (and on the map's left bar) shows what is new: answers in your conversations, and messages from Cartema to everybody.

#The support assistant

In a new conversation an automatic support assistant may answer first, marked automatic answer. If your question is one people often ask, it gives a ready answer at once. If not, it answers from this help and from what you yourself can see in Cartema: your apps, their layers, how many features a layer shows. It never shows you anything you could not open yourself.

• If a ready answer does not help, press This didn't help — ask the assistant.
• Press Talk to a person at any time. The assistant then stops, and support is told. A person answers in the same conversation.
• The assistant also passes the conversation to a person when it is not sure, when you ask for something to be done for you (an account, a password, a change to data), or after a few answers.

The assistant answers in the language you write in: English, Portuguese or Hebrew.