10digit support.
Find an answer, work through a problem, or get in touch with the people who build 10digit.
Start here
Get back to the field.
New to 10digit?
Read your grid, save a waypoint, and prepare your first offline map.
Open the user guide → 02 / TroubleshootSomething not working?
Find help with location, maps, imports, sharing, and purchases.
Find an answer ↓ 03 / Contact usNeed a hand?
Send a bug report, ask a question, or suggest an improvement.
Contact support ↓Common questions
A few checks to try first.
Update 10digit from your app store before troubleshooting. Available features and screen labels can vary by platform and version.
My location is missing, slow, or inaccurate.
Check that your phone’s Location Services are on and that 10digit has location permission. On iPhone, open Settings → Privacy & Security → Location Services → 10digit and allow location while using the app, with Precise Location on. On Android, open Settings → Apps → 10digit → Permissions → Location and enable precise location if your device offers it.
Move outdoors with a clear view of the sky and allow time for a new fix. Buildings, tree cover, terrain, and your device can affect reception. Check the reported horizontal accuracy on the Location screen: a 10-digit grid has one-meter precision, but that does not mean the GPS fix is accurate to one meter.
My grid or bearing does not match another device or map.
Compare the coordinate format, datum, grid precision, and north reference on both devices. True, magnetic, and grid north produce different bearings. Check whether you are comparing your current location with the map’s center crosshair; they can show different positions.
When entering a shortened MGRS grid, confirm the grid zone and 100 km square. On iPhone and iPad, Settings → Truncated Grids controls whether shorter grids refer to the square’s southwest corner or center.
My map is blank when I am offline.
GPS and map imagery are separate. Your phone may determine a position without mobile data, but the map needs previously downloaded coverage for the area, source, and detail level you are viewing.
Reconnect, open the offline map library, and check that the download finished. Select the matching map source and view an area within its coverage. On Android, also check that the downloaded layer is visible. Try a smaller area if a download fails, and check available device storage.
Before leaving coverage, test the map in airplane mode with Location Services enabled. Browsing a map may cache some tiles, but a completed offline download is the more reliable preparation.
A saved waypoint or overlay is not showing on the map.
Open Overlays and confirm that the overlay containing the waypoint is visible. Check its coordinate and use the waypoint’s map action to locate it. A shared overlay with viewer access cannot be edited; ask its owner for an editor invitation if you need to make changes.
A file will not import, or an encrypted file asks for a password.
Check that the file has downloaded fully and is a supported format. 10digit imports GPX, KML/KMZ, CSV, GeoJSON, and its own layer files. A raster MBTiles map belongs in the map import flow, rather than a waypoint overlay.
A password-protected .mgrsenc file needs the password chosen by its sender. Ask the sender to confirm it or export a new file. Support cannot recover a forgotten encryption password. If an import fails, send the file type, error text, and a small example with private information removed.
A Team Overlay invitation or live update is not working.
Check your internet connection and ask the owner whether the invitation is still active. Invitations can expire, be revoked, or require a passcode. Open the complete invitation link or scan its QR code; do not remove parts of the link.
Live updates need connectivity. If a teammate’s position is missing, they must choose to share it and have a current location fix. Viewer access allows viewing, while editor access allows changes. Creating a Team Overlay requires Pro; joining is free.
Keep invitation links and QR codes private: they grant access to the shared overlay. Do not include them in a support screenshot.
I bought Pro, but it is locked. How do I restore it?
Connect to the internet, open the Pro screen in Settings, and choose Restore Purchases if available. Use the Apple Account or Google Play account used for the original purchase. A purchase awaiting approval unlocks after the store approves it.
If you bought directly from Scaleworks and your version offers Recover a Scaleworks Purchase, use that recovery flow instead. If you are still locked out, email support with the platform, app version, purchase channel, and order reference. Do not send payment-card details or a recovery code.
Pro is a one-time upgrade. App Store and Google Play purchases use their own store accounts; do not assume that a purchase transfers between stores.
How do I move my data or prepare to reinstall?
Export your overlays or create a backup before deleting the app, changing phones, or resetting app data. On iPhone and iPad, open Settings → Import, Export & Backup → Back Up Everything. Pro also offers a password-protected encrypted backup.
Save the exported file somewhere outside 10digit, keep the password separately, and check the file before removing the original data. Restoring Pro restores the purchase; it does not restore local waypoints or downloaded maps. Download maps again on the destination device.
My TAK connection is failing, or I cannot see other users.
TAK networking is experimental and requires Pro. Check that it is enabled, that you pressed Connect, and that your server address, port, credentials, and certificates match the server administrator’s instructions. Local mesh connections also depend on network permissions and device support.
Connecting and broadcasting your own position are separate controls. Only enable broadcasting when you intend to share your position. For support, include the connection type and error message, with credentials, invitation URLs, and private server details removed.
Do I need an account, and what leaves my phone?
Core navigation does not require a personal account. Online maps request tiles from map providers. Team Overlays and TAK exchange data when you choose to use them; they need a network connection. Team Overlay contents use end-to-end encryption. TAK security depends on the selected transport and server configuration.
Usage analytics are optional and controlled in Settings. See the 10digit privacy policy for details.
Talk to Scaleworks
Tell us what happened.
For bugs, purchase help, questions, or feature requests, email the 10digit support team.
Email support →You can also use our contact form and select “Ten Digit — Support.”
Include these details
- Your device model and iOS or Android version.
- Your 10digit version, shown in Settings.
- What you were trying to do, what happened, and the steps to repeat it.
- The error message, whether you were offline, and a screenshot if it helps.
- For purchase issues, the purchase channel and order reference.
Remove exact locations, private overlays, invitation links, passwords, recovery codes, and payment details from anything you send.