Below are answers to the questions our support team receives most often. If your question is not answered here, please raise a ticket through the Partner Login area, including your survey number and the time of the request. Please do not include your partner key.

Please check that you are sending your partner key in the X-Api-Key header and that it has been copied correctly with no spaces before or after it. Keys are case sensitive. If your account manager has recently issued you a new key the old one will no longer work.

As part of v2 we simplified our priority tiers. What used to be called rush is now called urgent, and normal surveys are now known as standard. Emergency surveys are no longer offered through the platform and should be arranged with our dispatch desk directly. If you do not supply a priority at all your survey will be treated as a standard one.

"Hi, we have moved over to v2 and our survey orders are being accepted but our webhook is never being called. This is what we are sending:
{"claimRef": "KM-4471", "address": "18 Quayside Row, Lower Cheswick", "priority": "urgent", "callbackUrl": "http://10.0.4.12/skyreach/hook"}
Can you help?"

Skyreach Support: Thanks for getting in touch. The order you have shown looks correct to us. The address you have given for your webhook is a private network address which cannot be reached from the internet, so our platform is not able to deliver the notification to it. Please supply an address that can be reached from outside your network. Note that we only send one notification per survey.

This depends on the priority you choose, the weather, the location of the property and how busy our pilots and analysts are at the time. Please see Getting Started for typical turnaround times. We are not able to give an exact time for any individual survey.

Partners on v1 should telephone our dispatch desk. On v2, a survey which has not yet left the hangar can be withdrawn through the platform by using the standard HTTP method for removing something on the survey's own address. Once a pilot has been dispatched the survey can no longer be withdrawn and you will be charged as normal.

Very occasionally a flight has to be abandoned, for example because of weather or airspace restrictions. Please contact support with your survey number and we will look into it for you.

Yes. Sandbox details are included in your welcome email. Surveys in the sandbox are simulated and complete much faster than real surveys, so that you can test your integration without waiting.

Last updated: 30/05/2019