Where can I get help?

Every email to help@virtualinspection.ai reaches our team directly. Response is within one business day on Free Trial and Pro, and faster on Enterprise with dedicated success support.

The workspace name, the inspection or session ID if the issue is specific to one, and a screenshot if something looks wrong. That usually collapses a three-message thread into one reply.

For security reviews and DPAs, contact us and we will route it to the right team.

For evaluations, a demo walks through your specific workflow rather than a generic tour.

For virtual inspection support, email help@virtualinspection.ai. The team responds within one business day; Enterprise customers receive faster responses and have a dedicated success manager. That response window is not a promise that every issue will be resolved within one business day. If an inspection, claim review, or property handover has a deadline, contact Virtual Inspection Pro before the scheduled session rather than waiting until participants are on site.

Identify the operational decision that is blocked: starting a session, preparing a participant, or determining what to do after an interrupted inspection. State the deadline and time zone, and explain whether the problem affects one participant or several. Keep related updates in the same email thread so the sequence is clear. For Enterprise accounts, involve your dedicated success manager when the issue affects a wider rollout. Do not assume that email support provides emergency dispatch or immediate attendance.

For onboarding help, describe your organization's intended workflow instead of asking only for a general introduction. A government inspection team might need to coordinate inspectors, contractors, and site contacts. An insurer or lender might need to establish who requests the inspection, who supplies information, and who reviews the result. Ask which parts of that proposed workflow the product supports, and which require your organization's own procedures.

Before the first live appointment, assign an internal owner, prepare a participant checklist, and agree on a fallback if the remote session cannot proceed. Include device readiness, site access, lighting, and the areas the reviewer needs to see. The International Code Council's remote virtual inspection resources provide general context for planning remote inspections; they do not establish Virtual Inspection Pro features or local acceptance. Have the responsible agency or reviewer confirm whether the proposed inspection is suitable for remote handling.

When reporting a camera or microphone problem, include the device model, operating system, browser version, and exact error text. Note whether access was denied, no device appeared, or the picture or sound stopped after starting. W3C's Media Capture and Streams specification describes permission-controlled access to cameras and microphones. Checking the relevant browser and operating-system permissions is therefore a useful troubleshooting step, not proof that permissions caused the failure.

For example, a property manager preparing a municipal inspection may find that the site contact can hear the inspector but cannot provide usable video. Check permissions and test the camera locally before changing multiple settings. If the camera works but the connection remains unstable, tell support what was tested and what changed. Avoid repeatedly asking the participant to reconnect while standing in an unsafe location. A technical fix also cannot overcome concealed work, inaccessible equipment, or insufficient visibility.

Support questions and inspection judgments need different owners. Email the support team about product questions, but refer code interpretation, claim decisions, lending requirements, and acceptance of inspection findings to the authorized reviewer. If information is incomplete or contradictory, request human review rather than treating a completed remote session as confirmation that the underlying condition is acceptable.

Arrange an in-person visit when the responsible reviewer needs physical access, measurements that cannot be reliably obtained remotely, or a clearer view of a potentially unsafe condition. Follow your organization's safety procedures if an immediate hazard is reported. When emailing support, share only the information needed to explain the issue; omit passwords and unnecessary personal or financial records. Ask for an appropriate sharing method before sending sensitive material.