Help Center

All five items have to be green before Start ride unlocks: life jackets fitted, safety briefing given, photo ID seen, waiver signed, machine checked.

The fifth can't be ticked by hand on purpose — tap it and it takes you into the machine check. Finish the walkaround there and it comes back ticked.

A quarter tank won't carry a 60-minute ride with a reserve, so the app holds the launch rather than letting you find out offshore.

Refuel and set the gauge again, or swap to another unit on the machine check screen. If neither is possible, file it under Machine fault and dispatch moves the booking.

No. Every ride is one rider plus you. A booking for two people is two machines and, unless a second instructor is on the roster, two separate rides.

If a booking looks like it expects two on one hull, don't launch it — file it under Booking or waiver problem.

Hold it for two full seconds. A tap does nothing — that's deliberate, so spray and a wet screen can't fire it.

Once it fires, your position goes to base immediately. No form, no confirmation dialog. Stay with the rider and the machine; dispatch calls you.

The timer, the tide and the checklist all keep running on the device. Nothing you tap is lost.

Your track and the close-out sync as soon as you're back in coverage. If a queued badge is still showing ten minutes after you're ashore, call the base and read the numbers over.

At 56 minutes the screen tells you to turn back; past 60 it counts overtime in red instead of down.

Overtime isn't billed automatically. Add the surcharge at close-out if it was the rider's doing, leave it off if it was weather or a queue at the dock.

Hours in has to be at least the hours out reading, because engines don't run backwards. Launch at 388.4 and it'll take 388.4; anything lower it stops.

Read the hour meter, not the trip. If the meter genuinely reads lower than launch, that's a fault — report it rather than forcing a number.

Flag the panel on the hull diagram before the rider leaves the dock, and photograph it while they're standing there. After they've gone it's your word against theirs.

Flagging damage doesn't charge anyone. It opens a case, and any deposit decision belongs to your base manager.

Once the receipt is generated you can't edit it in the app. Call the base the same day — corrections before the Friday payout run are simple, after it they take a fortnight.

Sun on a phone screen beats most cameras. Ask the rider to turn brightness up and angle away from the glare, or shade both phones with your body.

Failing that, type the booking code by hand on the same screen — the RS- number on their confirmation email.

Call the base and they'll create the booking, take payment and push it to your schedule — it appears within a minute and you check in as normal.

Don't launch anyone who isn't on your schedule. No booking means no waiver and no cover.

Swaps go through your base manager — the app doesn't move rides between instructors yet.

What you can do here: turn off Accept same-day bookings in Profile so nothing new lands on you, and set yourself Offline if you're away.

Fridays, covering the week to Thursday midnight. Tips ride along with the same run.

The figure in Profile updates as rides close out, so a ride you close on Friday afternoon lands the following week.

You stop being assignable the day it lapses — no warning, no grace period. The banner in Profile starts eight weeks out.

Book the refresher through your base manager. Certifications and your instructor ID are set by the base and can't be edited in the app.

Name, photo, phone, email, home base, the languages you brief in, and your short bio. Riders see the photo and bio before they arrive.

Everything else — ID, certifications, pay rate, roster — sits with the base.

Tap Forgot password on the sign-in screen and a reset link goes to your work email. The link lasts an hour.

If it never arrives, check the base has your current address — dispatch can read it back to you over the phone.