Support

Use the right contact channel and include the details that make ArxSilex MapTools support requests easier to reproduce.

Last updated: May 27, 2026

Contact

Which address is used for which purpose

Please use the matching address so app support, privacy, legal notice and direct Google Play communication stay clearly separated.

Area	Address	Use
App support for users	support@arxsilex.de	Android app questions, Play Store user support, Premium, import, offline data, GPS, Remote ID, backup, export and usage questions.
Privacy and GDPR	privacy@arxsilex.de	Access, deletion, privacy questions, data portability, objection or confidential privacy requests.
Legal notice and general contact	info@arxsilex.de	Legal provider details, general website questions, cooperation and non-app-specific contact.
Google Play direct	android@arxsilex.de	This address is only for direct Google inquiries related to Google Play. Users should not send support requests there.

Support request

Details that help

ArxSilex MapTools does not automatically send its own analytics or Crashlytics diagnostics. Please describe briefly what happened.

Basics

App version and build, Android version, device model, language/region, installation source and whether Free or Premium is used.

Reproduction

Short steps, expected behavior, actual behavior, error message and whether the issue is repeatable.

Maps and files

For import or offline questions, include file format, file size, data source, affected region and whether the file works in other software.

Screenshots and logs

Screenshots are useful. Send logs or files only when needed, and remove private coordinates where possible.

Purchases and Play Store

For Premium or Play Store issues, do not send payment details. A Play Store order number or error message is usually enough.

Sensitive geodata

Locations, tracks, operator positions, drone IDs and project data can be personal data. Prefer anonymized sample data.

Common cases

Function-specific hints

The more precisely the affected area is named, the faster it is to tell whether the cause is data, permissions, device capability or app logic.

Topic	Helpful details
Import and offline data	Name the format, for example .map, MBTiles, GeoPackage, GeoTIFF, HGT, DTED, POI, GPX, KML, KMZ, GeoJSON, CSV or .asmaps; for ZIP files, briefly describe the contents.
GPS and tracking	Check whether location permission, GPS, battery saver and the visible foreground service notification are active. If possible, say whether the issue also occurs outdoors with open sky.
Drone Remote ID	Include phone model, Android version, granted Nearby/Bluetooth/Wi-Fi/location permissions, active Bluetooth/Wi-Fi, receiver mode and whether the drone actually broadcasts Remote ID.
Backup, export and sharing	Name the export format, such as .asmaps, .asmaps.bak, ZIP, GPX, KML, KMZ, GeoJSON, CSV or PDF. Passwords for encrypted backups cannot be recovered by support.
Map profiles, layers and display	Include profile name, active map, render theme, layers, POI source, terrain file, night/high-contrast mode and the exact settings area.

Remote ID

Support for drone Remote ID reception

Remote ID reception processes publicly broadcast signals locally on the device. The app does not connect to the drone and does not control it.

Reception paths

BLE Remote ID, Wi-Fi NAN and Wi-Fi Beacon are supported where the phone, Android version, permissions, environment and drone allow it. Active Wi-Fi Beacon scans are a compatibility mode and can be throttled by Android.

Parsed message types

The app parses OpenDroneID/ASTM F3411 and ASD-STAN-like messages: Basic ID, Location/Vector, System, Operator ID, Self ID, Authentication and Message Pack. It also handles the French DRI/Remote Electronic Signal profile.

Displayed and exported data

Depending on the broadcast, the app can show UAS ID, drone position, altitude, height, speed, vertical speed, heading, status, pilot/take-off position, operator ID, self ID, classification, RSSI, protocol, source and timestamp.

Export formats

Remote ID history can be exported as KML, GeoJSON or CSV. Operator/pilot positions are included only when selected during export.

FAQ

What is stored in a profile?

Profiles store the app working environment. They let you prepare and switch setups for outdoor trips, search, map work, night use or AR.

Stored in a profile

Map slots, active map source, offline map, OSM/Google/OpenAndroMaps and render theme.
Active layers, raster overlays with opacity, terrain/DEM/HGT data, hillshade and contours.
POI sources, POI layer, search profile, units, language and coordinate format.
Defaults for bearing, line interval, circle radius, marker colors and icons.
Operation settings such as glove mode, high contrast, night mode, red mode and text size.
AR content and AR parameters such as POI radius, peak distance and label options.

Not stored in a profile

Individual marker, route, track or area visibility.
Current navigation, current target point and current GPS position.
Current search, open dialogs, sheets and temporary UI state.
Project contents themselves, including markers, tracks, routes, areas and imported project data.

Missing data

If a saved map, layer, POI source or elevation file no longer exists, it is skipped when switching profiles.
New datasets remain unchanged until you save the profile again.
The standard profile remains unchanged and acts as the reset-to-default state.

Privacy

Privacy during support

Support only sees information that you actively send. Avoid private location data, Remote ID histories, operator positions or project data unless they are needed for troubleshooting.

No automatic analytics

ArxSilex MapTools does not use its own Firebase Analytics, Google Analytics, Crashlytics or advertising SDK diagnostics that automatically transmit support cases.

Anonymization

For file, map or import issues, a small anonymized sample file is better than a complete track, real project or Remote ID history.

Deleting support data

For privacy or deletion requests related to a support contact, use privacy@arxsilex.de.

Help pages

These pages explain the areas that most often appear in support requests.

Quickstart Import & Export Offline Data Permissions Data safety Privacy Delete data Legal notice