BioGain Support

Get Help with BioGain

BioGain is designed to make managing land, grounds, gardens and habitats simple. If you have a question, need help using the App or Web App, or have found something that is not working as expected, we are here to help.

BioGain is available through:

• the BioGain mobile app for iPhone and Android

• the BioGain Web App through your web browser

How can we help?

Getting Started

Need help setting up BioGain or understanding how it works?

BioGain follows a simple operational workflow: Observe → Assign → Complete → Improve

You can use BioGain to:

• capture geo-tagged observations and photographs

• record issues, opportunities and improvements

• create and assign tasks

• track work through to completion

• maintain before-and-after evidence

• view activity on a map

• manage areas, features and habitats across your site

App Support

If you are having a problem with the BioGain mobile app, first try:

• closing and reopening the app

• checking that you have an internet connection

• checking that BioGain has permission to use your camera, photos and location

• installing the latest version of BioGain from the Apple App Store or Google Play

• restarting your phone if the problem continues

When working in areas with poor mobile coverage, photographs and location information may take longer to upload or synchronise.

Please avoid deleting the app while information is still being uploaded.

Web App Support

If you are experiencing a problem using BioGain in your browser:

• refresh the page

• sign out and sign back in

• check that you are using a current version of your browser

• try Chrome, Edge or Safari

• check that cookies and JavaScript are enabled for BioGain

If a problem only occurs on a particular browser or device, please tell us which one you are using when contacting support.

Login and Account Help

If you cannot access your BioGain account, check that you are using the email address associated with your BioGain organisation or site.

If you have forgotten your password, use the password reset option from the sign-in screen.

If your organisation invited you to BioGain and your invitation is not working, contact us or your BioGain Site Administrator.

For security reasons, BioGain Support will never ask you to send us your password.

Photos, Camera and Location

BioGain uses photographs and location information to help create an accurate record of observations, tasks and improvements across your site.

For the best experience, allow BioGain access to:

• Camera

• Photos

• Location

If BioGain cannot determine your location, check your device's location permissions and make sure location services are enabled.

You can also review or adjust a location manually where this functionality is available.

Reporting a Problem

If something is not working correctly, please send us as much of the following information as possible:

• what you were trying to do

• what happened

• what you expected to happen

• the Site, Observation or Task affected

• your device type

• whether you were using the App or Web App

• your browser, if applicable

• a screenshot or photograph of the problem

Please do not include passwords or other sensitive authentication information.

Contact BioGain Support

For help with BioGain, contact: support@biogain.ai

You may also submit a request via the page below.  If your organisation has its own BioGain administrator, you may also be able to contact them directly for help with users, site access and operational questions.

We aim to acknowledge support enquiries within 4 hours.

Critical service issues affecting access to BioGain will be prioritised.

Account and Data Requests

You remain in control of your personal information.

You can contact us if you need help with:

• updating your account details

• accessing your personal information

• correcting information

• removing your account

• deleting personal information associated with your account

For account deletion requests, please visit our Delete Your BioGain Account page.

Deleting a user account may not automatically delete operational records that form part of an organisation's site history, such as observations, tasks or activity records. Where required, these may be retained in an anonymised or attributed organisational record in accordance with our Privacy Policy and applicable law.

Privacy and Legal

For more information, please see:

Privacy Policy

How BetterTrack Ltd collects, uses and protects information when you use BioGain.

Terms of Use

The terms governing use of the BioGain App, Web App and related services.

Delete Your Account

Information about how to request deletion of your BioGain account and associated personal information.

About BioGain

BioGain helps organisations and individuals improve land, grounds and biodiversity through simple observations, coordinated actions and measurable improvement tracking.  Whether you manage a golf course, estate, park, school, sports ground, conservation project or private garden, BioGain helps turn what you see on the ground into practical action.