Support

ThreadWare is installed separately for each company, so the fastest help usually comes from inside your own organisation. If that route is closed to you, write to us directly.

1. Start with your ThreadWare administrator

Your organisation runs its own ThreadWare server and manages its own accounts, roles and site permissions. Your administrator can do things we cannot, including:

• Create, approve, unlock or deactivate an account.
• Reset a password or change the roles and sites you can see.
• Correct or restore data recorded on your company’s server.

This is normally the person who gave you your login, or your IT or systems department.

2. Contact us

For anything to do with the application itself — a crash, a defect, a question about how a feature works, or a privacy or account request — email admin@threadware.co.za.

Email support

What to include

• What happened, and what you expected instead.
• The steps that lead to it, if it happens repeatedly.
• Your company or site name (or company code), so we know which server.
• The app version, from the sign-in screen or the About entry in the menu.
• Your device and OS version, and the browser if you use the web client.
• The date and time it happened, so we can find it in the logs.
• A screenshot, if it helps — with anything confidential removed.

Please do not send us your password. We will never ask for it.

3. Common problems

“Company code not found” on first run

The app asks for a short company code on first launch and uses it to find your company’s server. Check the spelling with your administrator — the code is not case sensitive. If your company is not listed, you can type the full server address (starting https://) into the same field instead.

Cannot sign in

Use Reset password on the sign-in screen. If the account is new it may still be awaiting approval by your administrator — new accounts are not active until approved.

Data looks out of date

The app captures on the device and syncs when the network returns, so a phone or panel that has been offline catches up once it reconnects. If it stays behind, tell us the date and time and the record involved.

4. Accounts and privacy

• Delete your ThreadWare account — in-app steps, and how to request deletion by email.
• Privacy Policy — what we collect, what goes to AI providers, and your rights.
• Terms of Use — the terms the app is licensed on.

5. Reporting a security issue

If you believe you have found a security vulnerability, email admin@threadware.co.za with the subject Security. Please give us a reasonable chance to fix it before disclosing it publicly, and do not test against a live customer installation.

6. Who we are

ThreadWare is provided by Lomapax (Pty) Ltd., South Africa — admin@threadware.co.za.