Support
In an emergency, do not write to us. Call 000. For flood and storm assistance call the SES on 132 500, and follow the Bureau’s warnings.
The ones that come up most
A gauge is showing a number that cannot be right
Tell us which gauge and what it said. The reading is the agency’s — every gauge page names the feed it came from and the station number it answers to — so the fix is usually theirs, but the check that should have caught it is ours, and a report is how that check gets written. Some are already caught: a level implausibly far above the gauge’s major class is treated as a different quantity and left out rather than drawn.
A gauge has stopped updating
A gauge whose last reading is old is marked stale rather than hidden, because a height with no age is the most dangerous thing this site could show. Stale nearly always means the gauge or its feed is down at the source, and it comes good on its own. If it has been days, tell us which one.
Alerts did not arrive
Check that notifications are allowed for Floodway in Settings, that the gauge is starred in the Alerts tab, and that the app has been opened at least once since — that last launch is when the phone hands over the token the server sends to. Alerts fire on a gauge crossing a flood class, not on every reading, so a river that has stayed below minor sends nothing by design.
Subscriptions, cancelling and refunds
Floodway Pro is managed in your Apple Account — Settings, then your name, then Subscriptions. Cancelling there stops the renewal; we cannot cancel it for you and we never see your payment details. Refunds are Apple’s to give, at reportaproblem.apple.com. If Pro is not showing after a reinstall, use Restore on the purchase screen, which asks Apple rather than us. See Terms of use.
A river is missing, or its gauges are in the wrong order
Rivers are assembled from published names and surveyed distances, and hundreds of them have no surveyed distance at all — those are ordered by gauge elevation, which usually runs downstream but is not the same thing. Where that is the case the river page says so. If an order is wrong, or a gauge is on the wrong river, tell us which and we will fix the topology.
Writing in
What to include
In the app, the Report a problem button at the foot of a gauge or river screen writes most of this for you and lets you read it before it sends. By hand, the useful things are: which gauge or river, what you saw and what you expected, roughly when, and whether you were on the app or the website.
What we will not ask for
Never a password — there is no account to have one. Floodway holds no name, no address and no payment details, so nothing we could ask you for would help us identify you. See Privacy for what does leave the phone, and how to have it removed.
How long it takes
Floodway is small. A reply usually takes a day or two, and longer during an event — when the people who run it are watching the same water you are.
Floodway is decision support, not an official warning service — during an event follow the Bureau’s warnings and your state emergency service. Back to rivers.