FAQ & Support

Here are some common questions about the app, organized by topic. Scroll down or click on the topic using the list below, then click the + symbol on the right to expand the answer and watch a video tutorial if available. If you’re still having trouble you can use the form at the bottom of the page to contact tech support. 

Most app functionality issues are caused by not using the latest version of the app software. Make sure you are using the most up-to-date version of the app by going to the app store and checking for updates, and then turning on automatic updates. Instructions for how to do this in the Apple App Store can be found here, and for the Google Play Store here.

GENERAL

Are you still printing books?

Yes! While the app represents an exciting step forward into the world of digital content, we plan to continue to publish and sell print editions of our guides. They are typically available for purchase online and from Caribbean chandleries such as Budget Marine and Island Water World.

Where can I buy a print copy of one of your guide books?

In the Caribbean, you can find the retailer closest to you by typing ‘Doyle’ into the POI search feature of the app. Our guides sometimes sell out fast though, so we suggest calling the retailer first to make sure they have them in stock.

In the US you can purchase hard copies of our guides online here, and find a list of non-US retailers here.

 

Are you planning to publish other titles on the app?

Yes! We have some exciting new projects in the works. You can sign up for our monthly newsletter here or join our Facebook group for announcements. 

GETTING
STARTED

How do I download the Doyle Guides app?

The Doyle Guides mobile app can be downloaded from the Apple App Store and you can get it on Google Play by clikcing the hyperlinked text or by typing ‘Doyle Guides’ into the search bar within the apps and selecting ‘Download’ next to the app icon. Once the app is downloaded, open the app and allow it to fully load before closing it again. There is a background loading process that occurs the first time the app is opened that ensures it has the latest data, but on underpowered devices this can take a couple minutes and be interrupted if the screen is touched during the loading process.

How do I create a Doyle Guides account?

Once the app is downloaded, open the app and go the the ‘Account’ tab in the bottom right and select ‘Login/Register’ at the top. Select ‘Register’ at the top right. Enter your name, your email address, and create a password that is at least 6 characters long. Select ‘Go’. Navigate back to ‘Login’ and enter the email address and password you just created. Select ‘Go’ and you will be logged in.

Why do I need to create a Doyle Guides account?

We require users to create an account to leave comments or reviews, suggest a correction or location, or submit a support request because it provides us with a way to follow-up with users and provides accountability.

What features are free?

All features except for the traditional guide book content are free. This includes the interactive satellite map and searchable points-of-interest database with over 3000 points of interest. The ‘Overview’ chapters for each island section are also free for all users of the app.

Is there any free guide book content?

Yes! The ‘Overview’ chapters for each island section are free for all users of the app. Within the guide book content, select ‘Anchorages’, navigate to any island chapter, and look for the ‘Overview’ section with the red ‘FREE’ icon.

The ‘Introduction’ chapter of the book (found on the main menu of the guide book content) is also free for everyone.

Can I adjust the text size?

Heck yeah you can! Navigate to any guide content, select the ‘aA’ symbol in the top right, and drag the cursor to adjust the text size to your liking.

Where do I find available titles?

To find the library of titles available open the app and go to ‘Guides’ in bottom left, then ‘Library’ (on Apple) or ‘Change Title’ (on Android) in the top left.

How is the app content organized?

Most of a title’s content is found in the ‘Anchorages’ section, but we’ve also added ‘At a Glance’ and ‘Passages’ sections to the main menu that compile similar content from each island chapter into one place for quick reference.

OFFLINE
USE

Can I use the app offline?

Yes! We know that it can be hard to stay constantly connected while sailing, especially in the Caribbean. Our sailing guide content can be downloaded to the app for offline use, points of interest can still be searched and viewed, and the satellite map retains imagery from the most recently viewed area.

Will the satellite map work offline?

Yes and no. While points of interest and their content will still be available, satellite imagery may not. Recently viewed imagery will be retained locally on your device, but you will not be able to load any new satellite imagery.

Can I read guide book content offline?

Yes! While in the guide book content and connected to the internet, simply click the download arrow in the top right of the screen. The initial download may take a few minutes, but when it is complete the content will be available when you’re offline. If updates to the content are made while you’re offline your downloaded content will automatically be updated with the changes once you reconnect to the internet.

Do I need to re-download content to get updated info?

No, your downloaded content will automatically be updated if/when you’re back online.

Will I get updates while offline?

Unfortunately not. Until AI figures out how to transmit information telepathically, we’re stuck with using the internet to send updated content to you via your mobile device.

Can I purchase a subscription while offline?

Subscription information is transmitted via the internet so subscriptions cannot be purchased while offline.

POINTS OF
INTEREST

How do I search for a specific point of interest (POI)?

You can search for a specific point of interest in either the ‘POIs’ database or with the ‘Search’ function.

Type in the title of the business or point of interest you’re looking for. Results will be shown in order of both relevance and distance from you (as long as your phone’s location permissions are turned on).

If you’re searching in the ‘POIs’ database tab, you can filter results based on distance from you by selecting one of the distance categories at the bottom of the screen.
If no results are shown, try a different iteration of what the title might be.

How do I find the nearest point of interest (POI)?

Simply open the ‘POIs’ database tab and points of interest will be displayed based on distance from you (as long as your phone’s location permissions are turned on).

You can filter results by title using the search bar, and/or based on distance from you by selecting one of the distance categories at the bottom of the screen.

Will the satellite map work offline?

Yes and no. While points of interest and their content will still be available, satellite imagery may not. Recently viewed imagery will be retained locally on your device, but you will not be able to load any new satellite imagery.

How do I suggest a point of interest (POI)?

Navigate to the ‘Map’ view.

Find the general area of the location you would like. to suggest and hit the ‘+’ icon.
Choose the category that best fits your suggested location and press and hold the icon to drag it to the desired location.

Select ‘Next’ and enter the name and a description for the suggested point of interest. We will then review your submission to confirm details. We may reach out to you for further information.

Are suggested POIs reviewed before they are displayed?

Yes. All suggested points of interest are reviewed by us before they are added to the app. Once a location is suggested we review relevance and confirm details and accuracy. If you suggest a location we may reach out to you for further information.

SEARCH
FUNCTION

How do I search for a specific point of interest (POI)?

You can search for a specific point of interest in either the ‘POIs’ database or with the ‘Search’ function.

Type in the title of the business or point of interest you’re looking for. Results will be shown in order of both relevance and distance from you (as long as your phone’s location permissions are turned on).

If you’re searching in the ‘POIs’ database tab, you can filter results based on distance from you by selecting one of the distance categories at the bottom of the screen.
If no results are shown, try a different iteration of what the title might be.

How do I find the nearest point of interest (POI)?

Simply open the ‘POIs’ database tab and points of interest will be displayed based on distance from you (as long as your phone’s location permissions are turned on).

You can filter results by title using the search bar, and/or based on distance from you by selecting one of the distance categories at the bottom of the screen.

Can I bookmark pages?

Yes! Within the page you would like to bookmark, select the hollow bookmark icon at the bottom center of the page. The icon will become solid and the page will now be saved in your list of bookmarked pages.

To view your list of bookmarked pages simply select the bookmark icon in the top right corner of any menu.

You can also view your list of bookmarked pages by going to the ‘Accounts’ tab in the bottom right, and selecting ‘Bookmarks’.

COMMENTS &
REVIEWS

Where do I find comments and reviews?

Navigate to the point of interest you would like to read the reviews or comments for. Most service-based points of interests like Restaurants, Marinas, and Technical Services will have a ‘Review’ section, while others like Marine Alerts and Anchorages will have a ‘Comment’ section. These sections are found at the top right of the details panel for the point of interest.

How do I leave a comment or review?

Navigate to the point of interest you would like to review or comment on. Most service-based points of interests like Restaurants, Marinas, and Technical Services will have a ‘Review’ section, while others like Marine Alerts and Anchorages will have a ‘Comment’ section. These sections are found at the top right of the details panel for the point of interest.

Select ‘Add Comment’ or ‘Add Review’. Review forms include the option to submit a star review of 0 to 5 starts. Comment forms include the option to provide you boat’s length and draft, which may help others when navigating anchorages.

Are comments and reviews moderated?

Comments and reviews are screened for language, insults, threats of violence or crime, and hate speach. None of the above will be tolerated.  

SUGGESTED LOCATIONS &
CORRECTIONS

How do I suggest a correction?

Corrections can be suggested within both the guide book content and the details for any point of interest. In both instances, scroll to the bottom of the page and select ‘Suggest Correction’ and fill out the form to the best of your ability.

How are suggested corrections integrated into the app content?

Once we recieve a suggested correction we review the information, confirm it’s accuracy first-hand, and integrate the information into the guide book content and relevant points of interest. 

How do I suggest a point of interest (POI)?

Navigate to the ‘Map’ view. Find the general area of the location you would like. to suggest and hit the ‘+’ icon. Choose the category that best fits your suggested location and press and hold the icon to drag it to the desired location. Select ‘Next’ and enter the name and a description for the suggested point of interest. We will then review your submission to confirm details. We may reach out to you for further information.

Are suggested POIs reviewed before they are displayed?

Yes. All suggested points of interest are reviewed by us before they are added to the app. Once a location is suggested we review relevance and confirm details and accuracy. If you suggest a correction we may reach out to you for further information.

SUBSCRIPTIONS

How do I subscribe to guide book content?

So glad you asked! After you’ve downloaded the app and created an account (see the Getting Started section of this FAQ), navigate to the Library (using the ‘Library/Change Title’ button in the top left) and to the title you would like to subscribe to. You can view all available subscriptions for that title by clicking the ‘Click here to subscribe’ button at the top of the title’s main menu. Alternatively, you can navigate to the specific page(s) that you would like to access and you will be prompted to choose one of the available subscriptions for that content. Choose a subscription option, select ‘Subscribe Now’ and follow the app store’s prompts.

What kind of content do subscriptions give me access to?

Subscriptions give you access to our premium, regularly-updated guide book content including navigational charts, details on customs and immigration, general and technical yacht services, provisioning, communications, restaurants, and more.

Are there any free trials?

You betcha. Each subscription option comes with a 3 or 7-day free trial so you can see exactly what you’re signing up for. If you cancel your subscription before the end of the free trial then your subscription will end and you won’t be charged. If you don’t cancel then your payment method saved in the app store will be charged at the end of the free trial. Subscriptions automatically renew until canceled through the app store.

Is there any free guide book content?

Yes! The ‘Overview’ chapters for each island section are free for all users of the app. Within the guide book content, select ‘Anchorages’, navigate to any island chapter, and look for the ‘Overview’ section with the red ‘FREE’ icon.

The ‘Introduction’ chapter of the book (found on the main menu of the guide book content) is also free for everyone.

What subscription options are there?

Users can subscribe to the entire contents of a guide or individual sections as detailed below.

Windward Islands – Grenada, St. Vincent & the Grenadines, St. Lucia, Martinique

Leeward Islands – Northern Leewards, Southern Leewards

Virgin Islands – British Virgin Islands, US Virgin Islands

The Virgin Islands subscriptions are for 12-month terms, the rest are available for either 12-month or 1-month terms.

Can I purchase a subscription while offline?

Subscription information is transmitted via the internet so subscriptions cannot be purchased while offline.

How do I cancel my subscription?

Ouch! Just kidding, we get it. Subscriptions automatically renew until canceled but you can cancel at any time through the app store.

For Apple devices, go to your device’s Settings and select ‘Apple ID’ then ‘Subscriptions’. A list of all your app subscriptions will appear. Navigate to the Doyle Guides subscription and select ‘Cancel’. This is also where you can renew your subscription if you change your mind!

For Android devices go to the Google Play store, click on your account icon in the top right, then ‘Payments and subscriptions’ > ‘Subscriptions’. Navigate to the Doyle Guides subscription and select ‘Cancel’.

How do I request a refund?

For Apple devices, refunds need to be requested through the Apple App Store. Because of Apple’s data protection policy we unfortunately have no control over the approval or issuing of refunds. Detailed instructions on how to request a refund from the Apple App Store can be found here.

For Android devices, forward a copy of the purchase receipt email you received from the Google Play Store to us at info@doyleguides.com with an explanation of your situation.

TROUBLESHOOTING

Why are there empty areas of content?

There is a background loading process that occurs the first time the app is opened after initial download that ensures the app has the latest. On underpowered devices or weak WiFi connections this can take a while and be interrupted if the screen is touched during the loading process.

If the app content seems incomplete then delete the app and reinstall it from the app store. Open the app and do not touch it again until the app is completely loaded and the table of contents is in the clear. In an older device this could take several minutes. Also, make sure auto-updates from the app store are turned on.

How do I reset my password?

Open the app and go to the ‘Account’ tab in the bottom right. Select ‘Login / Register’ and then ‘Forgot Password?’. Enter the email address associated with the account. You will receive an email with instructions to reset your password. If you do not receive an email within 10 minutes, check your spam folder!

I requested a password reset but haven’t received the email.

Check your spam folder!

I signed up for a subscription but can’t access the content. What’s going on?

First, make sure you are using the most up-to-date version of the app by going to the app store and checking for updates, and then turning on automatic updates. Instructions for how to do this in the Apple App Store can be found here, and for the Google Play Store here

Next, refresh your subscription settings by going to the ‘Account’ tab in the bottom right of the app and selecting ‘Restore Subscriptions’, and then checking the expiry date of your subscription. All subscriptions come with a 3 or 7-day free trial, so if the ‘Exp Date’ is within seven days of the ‘Purchase Date’ it may be that your payment wasn’t processed. 

Subscriptions are processed through the app store you bought it from, so first check the payment method you have saved in the app store to make sure it isn’t expired. Then, check your emails for the payment receipt you would have received when you purchased the subscription. When you agree to a subscription you receive a confirmation email that outlines the terms of the subscription and states that you agree to be charged for it after the free trial period. Once the free trial ends and your payment method is charged, you will receive a payment receipt confirming that that subscription has been paid for. If you did not receive a payment receipt it is likely that your payment method is out of date and was not charged.

I’ve read this entire webpage and still can’t figure out what I’m doing wrong. How do I contact tech support?

You can contact tech support through the app by going to the ‘Account’ tab in the bottom right and selecting ‘Contact Support’. Be sure to fill out all the requested fields so we can troubleshoot effectively. Or, you can fill in the form at the bottom of this page.

Still need help? Send us a note!

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