Questions
Including the ones whose answers we would rather were better. If something here is wrong, tell us — that is the message we most want to get.
- Do I have to move my customer list?
- No. Add sites as you test them. Or send us a Syncta export or a spreadsheet and we load it for you.
- What does the first report cost?
- Nothing, and no card. After that you get 14 days of the full Firm plan, then pick the band that matches how many devices you look after.
- Do you file it to the authority, or do I?
- Today, you do — and we would rather say so than imply otherwise. When you send a report it goes to your customer and to you, with the PDF attached, ready to forward to the Cross Connection Control Officer. We do not yet send the authority's copy ourselves; we are not turning that on until the CRD confirms the inbox accepts filings, because a report that silently did not arrive is worse than one you sent yourself. A failed device is different and always will be: Bylaw 3516 s.7.3 requires it to go through the CRD's CCC Portal within 14 days, and no software can do that for you.
- Which authorities do you support?
- One, properly: the Capital Regional District, on the CRD's own Backflow Preventer Test Report as updated July 2025, checked field by field against their published PDF. If yours is not there, tell us which one — that is genuinely how the order gets decided.
- Tell us which authority you file to →
- Is my logo on the report, or yours?
- On the Firm plan and above, yours: upload it in settings and it prints top-left on every report, and you can switch our name off entirely. On Solo and pay-per-report, the report carries a small "Prepared with BackflowFiled" line in the footer. We would rather you knew that now than found it on a report you had already sent.
- What happens to my records if I stop paying?
- You keep them. Cancelling does not lock you out of your own tests or the PDFs you have produced — every one of them stays downloadable. Keeping those records is a legal obligation you carry personally, so holding them would be indefensible.
- Can I get my data out?
- Every report PDF downloads from the test it belongs to, at any time. For the rest — customers, sites, devices, history — ask us and we send you the lot as CSV, no fee and no ticket queue. A self-serve export button is not built yet; until it is, that sentence is a commitment rather than a feature.
- Is my data in Canada?
- Your records and documents are stored in the Canada (Central) region. The app itself and the document renderer run on servers in the United States, so data passes through the US in transit — we mention it because a compliance-minded customer will ask.
- Who at your company can see my customers' addresses?
- One person, named on the about page. There is no support team browsing records, and firms are isolated from each other at the database level — there is a test that signs in as one firm and tries to read another's rows, and it has to come back empty.
- What if the authority rejects a report?
- You correct the test and re-render it. That produces a new version of the report with a new PDF, and the verification page for the old one then says it has been superseded — so anybody holding the old link can see there is a newer document. We do not yet track a rejection as its own state on the test; if an authority rejects one, tell us what they said, because that is the kind of thing that should be a field.
- What happens if I lose signal?
- Readings are held on the phone and sync once when you are back in range, with no duplicates. The app still needs a connection to open — the offline page says exactly where we are on that.
- What if I go over my device band?
- Tell us roughly how many devices you manage at signup — no proof needed. The product counts them as you load them and we true it up. Nobody gets a surprise bill. Bands are 500 on Solo at US$39, 2,500 on Firm, and 10,000 on Large.
- Can I cancel?
- Any time, and your first paid month is refunded on request.
Still stuck? Ask us. A person answers.