Support

Something not working, or not sure where to find it? Start here. If the answer is not below, write to support@masaqmind.com and a person will read it.

Who can answer what

Try the assistant first — it can answer most of this straight away. The chat button in the bottom-right corner reads your organization's own documents and records, so it can tell you what a rule says, where a document is, or when something is happening. It can also open a request for you, and it shows you exactly what it is about to submit before anything is sent. It sees only what you can see, so there is nothing you can ask it that you were not allowed to know.

The one thing it cannot help with is getting in, since it lives inside Masaq Hub and you have to be signed in to reach it. That is the next section.

Your organization decides things; we only run the software. Who has access, why a request was answered the way it was, what a charge was for, when something will be fixed — those belong with whoever manages the place you live or work, and they can answer far faster than we can. The decisions and the records are theirs.

Write to us when Masaq Hub itself is the problem: a page will not load, sign-in fails, a notification never arrived, something looks broken on your phone.

I cannot sign in

"Account Not Set Up" after signing in. Your email address works, but no organization has invited it. There is no sign-up here — somebody adds you, and the invitation goes to the address they hold for you. That is often a different address from the one you tried. Ask whoever manages your organization which one they used.

The sign-in link never arrived. Check the spam folder first; it is the usual answer. Links expire, so if you are opening an old one, ask for a fresh link instead.

You forgot your password. There is no reset link, and you do not need one. Sign in another way — Email me a sign-in link instead on the sign-in page, or Google, Apple or a passkey — and then open Preferences → Security. You can set a new password there without knowing the old one. If the card asks you to confirm your address first, it emails you a link; opening that brings you back with the form unlocked.

Your passkey stopped working. A passkey may live only on the device you created it on, so a new phone or a cleared browser may not have it. Sign in another way, then add a new passkey under Preferences → Security.

There are five ways in, all on the sign-in page: a link emailed to you, Google, Apple, a passkey, or a password — the password field is behind Use a password instead.

Where Preferences is, since two of those answers end up there and the rest of this page keeps sending you back. If you can see a bar down the left-hand side, it is in the menu at the bottom of that bar — the one showing the role you are using. If you cannot, it is behind the circle with your initials in the top-right corner. Which of the two you get follows the width of the window, not the kind of device, so a narrow window on a large screen is the second one. Either way the item is called Preferences.

I cannot find something

Search first. It covers spaces, documents and people: the box at the top of the left-hand bar, or, when that bar is not there, the magnifying glass in the top bar.

Or describe it in plain words. The assistant is often faster than guessing at the search terms, because it can look inside documents rather than only at their names.

Still nothing? You may be looking at the wrong membership. If you belong to more than one organization, or hold more than one role, open the same menu Preferences is in and choose Switch role. What you can see changes with the role you are using.

How do I ask for something?

Open the section for it in the menu, then use the button at the top of that page. What it is called is up to your organization — a maintenance request, a booking, a permit — so the words differ from place to place.

Or tell the assistant what you need. For most things it can fill the form in from what you said and show it to you to check before it submits anything; where it cannot, it will point you at the page that can.

Once it is in, the same page is where you follow it: the status changes as somebody works on it, and you are notified when it does. Nothing needs to be chased by email.

I get too many notifications, or none

Everything sent to you is kept under the bell beside the search box, so a missed email is not a missed message.

Choosing what reaches you is Preferences → Notifications. Every kind of notification has its own row there, with a box per way of reaching you — Email, In-app, Push and SMS — so you can keep the ones that matter and switch off the rest.

Push notifications have to be turned on per device, each browser and each phone separately, under Preferences → Notifications → Send me push notifications on this device. Turning it on does not by itself tick the push box for any notification; that is the same screen's list.

On an iPhone or iPad, push works in the Masaq Hub app. In Safari it works only for a site you have added to the Home Screen — Apple's rule for every website, not ours.

Text messages need a phone number on your profile, confirmed once.

Changing my details, or leaving

Preferences → Profile holds your name, your contact details and the address your notifications go to.

Preferences → Security holds the address you sign in with, your passkeys, your password, and the applications you have connected.

To leave one organization but keep the others, go to the screen where you pick which membership to use and leave it from there.

To delete your account entirely, use Delete account at the bottom of Preferences → Security. It removes your ability to sign in, the contact details we hold, your registered devices and your assistant conversations, and it archives your memberships. What you filed, submitted or signed stays with the organization and stays attributed to you — a record that quietly lost its author would stop being a record. The privacy policy's Retention section draws the same line.

Using it on a phone

Masaq Hub works in any mobile browser. There is also an app for iPhone and iPad, needing iOS 18 or later, which is the same Masaq Hub with notifications that arrive without adding anything to your Home Screen.

Neither works offline — both need a connection.

Still stuck

Write to support@masaqmind.com. It saves a round trip to include:

• What you were trying to do, and what happened instead.
• The name of your organization.
• Whether you were in a browser or in the Masaq Hub app, and on what device.
• The link to the page, if it is about one.

We read everything that arrives and answer as quickly as we can.

One thing we will never do is ask you for your password, in an email or anywhere else. If something claiming to be us does, it is not us.