Support
Help with AerialPin
Answers to the questions that come up most, and a real person on the other end of the email when they don’t cover it.
Email support
We answer within one business day, Australian Eastern time.
What to include
- The email address on your account
- The photo you were working on, if it’s relevant
- What you expected, and what happened instead
- Your browser, and a screenshot if there was an error
Common questions
Where are my photos stored? Can AerialPin see them?
No. Photos you add, the pins and boundaries you draw, and the images you export are all held in your own browser, on your own device. They are never uploaded to us, and our database has nowhere to put an image even if they were. The only exception is the AI styling tools, which send that one image to Google’s AI API to be styled and hand the result back without us storing it. The trade-off is that your work is per browser and per device: it isn’t synced, and clearing your browser’s site data removes it for good. Full detail is in the privacy policy.
Why did my photo's pins drop in the centre instead of on the map?
Automatic placement is calculated from four things in the photo’s EXIF data: GPS position, compass heading, altitude and gimbal pitch. If any are missing, AerialPin says so in the panel and drops pins in the centre for you to drag. It will not guess a position, because a pin in the wrong place looks exactly like a pin in the right one. Editing or re-exporting a photo usually strips these fields, so upload the original file from the drone.
A place right next to the property didn't show up in nearby search.
First check that its category is ticked, because an unticked category is never searched for. Beyond that, Google returns a limited number of places per category per search, so results are a selection rather than a complete list. If something large and obvious near the photo is missing, send us the photo’s coordinates and the category you had selected and we’ll look at it directly.
What do the tools cost in credits?
Exporting an image costs 1 credit, a nearby search costs 5, and auto place costs 8. Your balance and plan are on the subscription page, and pricing has what each plan includes.
Can I try the paid tools before subscribing?
Yes. A free account gets 3 free runs of the AI-backed tools (nearby search and auto place), with no card required. After that they need a plan that includes them.
A search failed. Was I still charged?
A search that fails server-side is refunded automatically, and a failed run never consumes a free trial. Credits are spent before the lookup, so navigating away mid-search still pays for the work it triggered. If a balance looks wrong after an error, email us and we’ll check the ledger.
How do I cancel or change my plan?
Plans are managed on the subscription page, and cards on the billing page. Cancelling stops the next renewal and keeps your access until the end of the period you’ve already paid for.