Support
We're here to help.
Questions about the app, your department's account, or something that isn't working? Email us and a person will get back to you, usually within one business day.
What to include
The more of this you can send, the faster we can sort it out.
- Your name and the name of your department or organization.
- The email address you sign in with.
- What you were doing, what you expected, and what happened instead.
- Your iPhone model and iOS version, and the app version (shown at the bottom of Settings in the app).
- A screenshot if there is an error message.
Never email your password. We will never ask for it.
Common questions
Quick answers for the things people ask most.
How do I join my department?
Ask an admin of your department for an invite code. In the app, create your account, then choose Join an organization and enter the code. Codes look like XXXX-XXXX-XXXX, expire after a while, and may be tied to your email address, so use the address the invite was sent to.
I'm not getting dispatch notifications.
- In iOS Settings → Notifications → Fire Respond, make sure notifications are allowed and Time Sensitive or Critical alerts are on if offered.
- Check that Focus modes (Do Not Disturb, Sleep) allow Fire Respond.
- In the app, check your status: members marked Unavailable still receive calls, but check with your admin that you are in the right page group.
- Open the app once after installing or updating so it can register the device.
How does "Respond" and the ETA work?
Tap Respond on a call to tell everyone you are coming. If you allow location access, the app shares your position for that call so the officer in charge can see who is coming and roughly when. The ETA is an estimate based on distance and typical road speed. Location sharing stops when the call is closed.
I forgot my password.
Email support@firerespond.com from the address on your account and we will help you reset it. If you are still signed in on another device, you can change your password under Account in the app or the web portal.
How do I delete my account?
In the app go to Settings → Account → Delete account, or sign in to the web portal, open Account and choose Delete account. You will be asked for your password. This permanently removes your account, sign-ins and memberships. If you own a department that still has other members, transfer ownership to another admin first, or choose to delete that department along with your account.
What data does the app collect?
Your name, email and optional phone number, the profile details your department records (such as title or qualifications), the calls you receive and your responses to them, and, only while you are responding to a call and have allowed it, your location. Data is stored for your department and is not sold or shared with third parties. Deleting your account removes it. Full details are in our privacy policy.
Can we connect our CAD or paging system?
Yes. Admins can create an API key in the web portal under API keys and point your dispatch system at the ingest endpoint. Email us if you want help setting that up.
Service status
If the app cannot connect, check /api/health. A response of {"status":"ok"} means the service is up and the problem is likely local connectivity.