Help Center

Need a hand with Aerolog?

Most questions get answered within two business days.

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Contact

Email: Support@aerolog.app
Response time: Within 2 business days

Tip for faster help: include your app version (Settings → About), your iOS version, device model, and — for flight-specific issues — the date and route.

User guide (PDF)

Full walkthrough: setup, roster sync, logging flights, exporting your logbook, and account management.

Open PDF

Troubleshooting

Common issues & fixes

Work through the steps in order — most issues resolve at step one or two. Still stuck, or found something not listed here? Report a problem.

Roster (iCal) sync is stalled

New duties from your airline roster aren't appearing, or the feed shows "last synced" hours or days ago.

1Open Settings → Roster sync and tap Sync now to force a refresh.
2If nothing changes, confirm your device has an active internet connection and that Background App Refresh is enabled for Aerolog in iOS Settings.
3Grab a fresh iCal URL from your crew portal — some airlines rotate URLs periodically — then paste it under Settings → Roster sync → Feed URL and tap Reconnect.
4If duties still don't appear, tap Reset feed to clear cached data and re-sync from scratch. Existing approved flights are not affected.

CSV or logbook upload failing

A CSV import stops partway, shows a validation error, or approved flights don't sync to your other devices.

1Open Settings → Import and re-select the file — a brief network drop is the most common cause.
2Check that the CSV uses the Aerolog template (Settings → Import → Download template). Columns must include date (YYYY-MM-DD), from, to, off, on, aircraft type, and registration.
3If a specific row is rejected, the error message names the row and column — fix the value (e.g. an ICAO code with fewer than 4 letters) and re-upload.
4For cross-device sync, pull down on the Home screen to force a refresh on each device. If a flight is still missing after 60 seconds, sign out and back in on the device that's behind.

Can't sign in to your account

You're seeing "invalid credentials", the sign-in button spins forever, or the password reset email never arrives.

1Confirm you're using the email address you originally signed up with — check for typos and extra spaces.
2Tap Forgot password on the sign-in screen. The reset email arrives within a minute; also check your Spam and Promotions folders.
3If the reset email doesn't arrive, add no-reply@aerolog.app to your contacts and request another reset. Corporate airline inboxes sometimes filter external senders.
4Still locked out? Email Support@aerolog.app from the address on your account and we'll verify identity and unlock it manually — usually within one business day.

A flight's totals look wrong

Night, IFR, or block time on a flight doesn't match what you actually flew.

1Open the flight and tap Edit. Night time is calculated from the great-circle route — if you diverted or held for long periods, adjust the value manually.
2For block time, confirm the off-blocks and on-blocks times are in UTC, not local time. Aerolog stores everything in UTC internally.
3For IFR time, tap the IFR field and enter the value directly; Aerolog does not infer IFR from IMC.
4Tap Save. Totals on the Home screen update immediately. If they don't, pull down to refresh.

Still stuck?

Drop us a line and a real human pilot-loving engineer will get back to you.

Support@aerolog.app

Looking for quick answers? Browse the FAQ →