In an emergency, call 000 and follow your site’s emergency procedures. This support address is not watched around the clock. If you are struggling, Lifeline is on 13 11 14 and MATES in Mining on 1300 642 111, any time, and both are one tap away in the app under Settings, Crisis support.
Contact us
Email: support@acenda.online
From the app you can also go to Settings, Help and feedback, which opens an email to us.
What to include
- The email address on your Acenda account
- Your phone (for example iPhone 15 or Samsung Galaxy S24) and the app version, from Settings, App version and updates
- What you were doing, what you expected, and what happened instead
- A screenshot, if you can
Please don’t send passwords, identity documents, or patient or casualty details by email.
Quick answers
I can’t sign in
Use Forgot password on the sign in screen and follow the link in the email. Check your junk folder if it doesn’t arrive within a few minutes.
I’m not getting callouts or notifications
Check that notifications for Acenda are on in your phone’s settings, and on iPhone that critical alerts are allowed. Then check the switches in Settings in the app. Callouts are always alongside, never instead of, your site’s own alarms and 000.
The app looks out of date
Go to Settings, App version and updates to see which version you are running and pull the latest.
My ticket hasn’t been verified yet
Every qualification and ticket is checked by a person, so it can take a little while. Its status in the app changes as soon as it is decided.
Checking a responder’s credential
Employers and assessors can use Check a credential.
Your data and your account
Settings, Download my data gives you a copy of your record. To delete your account, see Delete your account. Our Privacy Policy and Terms explain the rest.