How can we help?

Open the app and go to Requests, then tap New. Choose your villa (or enter its address the first time), pick a category, give the issue a short title and describe what is happening, choose how urgent it is, and tap submit. You can add photos, a preferred visit time (morning, afternoon, evening or anytime) and a contact phone number. Our team is notified straight away.

In the new request form, or when replying in a request, tap the photo button to take a picture or choose up to six from your library. The app only sees the photos you pick. Photos are resized, and their location and camera metadata is removed on your phone before they are uploaded.

Open Requests. Each request shows its status: Received, In progress, Needs your reply, Resolved or Closed, with a timeline of replies and changes. A dot marks requests with new activity. If we scheduled a visit, the date and time appear on the request. When a request is resolved you can confirm it to close it, or reopen it within 30 days if the problem comes back.

Go to the Reports tab to see your service history. Tap a report to read the summary and open the signed PDF, then use the share button to save it, print it or send it by WhatsApp or email. Reports appear as soon as the technician has completed the visit with you.

Your Home tab shows your annual maintenance contract: its number, the villa it covers, the systems included and whether it is active, expiring soon or expired. Contract terms are set out in your written agreement; to renew or change a contract, contact us.

An invite code (for example ABCD-EFGH) links your new app account to your existing customer file at I-Trust, so you immediately see your villas, contract and reports. Our team gives it to you by WhatsApp or SMS and it is valid for 14 days. Enter it when you create your account. Without a code you can still sign up (if sign-up is open) and send requests, but your existing contract will not appear until we link it. Staff accounts are created by invitation only.

On the sign-in screen tap Forgot password and enter your email address. When email reset is available we send you a 6-digit code that is valid for 30 minutes. If you don't receive it, call or WhatsApp us and our team will give you a one-time reset code (valid for 24 hours). Tap I already have a code, enter the code and choose a new password. Changing your password signs you out on your other devices.

In the app: Account → Delete account and confirm with your password. You can also email us. See the account deletion page for what is deleted and what is retained.

We send a notification when we reply to your request, change its status, schedule a visit or issue a service report. The app asks for permission after you send your first request. To turn them off or on again, open your phone’s Settings, find I-Trust and change Notifications. Turning them off does not affect your requests.

Email info@itrustsystems.com with the subject “Privacy request” from your registered email address, or call us. We respond within 30 days. Your name and phone number can be edited directly in the app under Account. See our Privacy Policy for all your rights.

Make sure you are running the latest version from the App Store or Google Play and have an internet connection. If the problem continues, contact us with your phone model, operating system version and a description or screenshot of what happened.