ARE PURCHASING COSTS A ONE-OFF PAYMENT?
The App (
ExplorOz Traveller) is a one time purchase with licence for the buyer to make multiple downloads of the app to enable use of multiple devices on the same operating system and to enable app uninstall/reinstalls. This licence includes free version updates (ie. V6.1 to V6.2 etc) via the app-store. The Traveller app includes free data updates for ExplorOz
Places &
Treks (via the Data Manager in-app).
The
EOTopo licence (map downloads) is also a one-time purchase for the named edition - ie.
EOTopo 2021. Licensed to buyer for multiple downloads across all operating systems (Windows, Android, Apple) provided you have the app (Traveller) installed on that device and provided you log in with the same ExplorOz user account. ie Licence is to the individual/shared user (eg. partners may like to use same ExplorOz login across different devices).
Membership/Tracking - optional. Available either in a 12month subscription (non-auto renewing) or non-expiring via the Lifetime option.
Membership program has been operating for past 21 years and constantly evolves with new features and benefits. Currently many benefits external to app usage but 1 main use for app users is the Tracker feature. See
Membership page for all benefits and cost.
HOW CAN I INSTALL THE APP ON ANOTHER DEVICE?
Standard app store paid app licence conditions apply where your purchase of
ExplorOz Traveller will permit you to unlimited downloads of the App on all your devices sharing the same operating system and app store account login. For example, buying the App from Apple permits you to download the App to each of your iPhones and iPads provided they use the same Apple ID. Same for Android devices via the Google Playstore, and same for your Windows 10 devices via the Microsoft store. Each app store also offers Family Sharing to enable people in your Family Sharing account to download the App within their account on their devices (same operating system).
Whilst the app is available for all 3 platforms (Apple, Android, Windows), you will need to purchase a licence for each platform separately if you require cross-platform use on multiple devices.
WHAT IS THE BEST DEVICE TO BUY FOR USING THIS APP?
Traveller is not a “light app” so you should avoid using budget or older devices that are only designed for general everyday use for calling, browsing, or light apps. The quality of the hardware inside your device will have a very big effect on your satisfaction with the user experience. The difference between a cheap device and more expensive device is often the speed of the CPU and the type of System on Chip (SoC). Low RAM can result in freezing and even app crashing which means you may need to keep reopening the app. A slow CPU can result in lagging and poor response so will require more patience. In addition, we cannot guarantee satisfactory performance on Android devices with versions that are no longer supported by Google (ie. Android 7 and below). Use of a SIM is optional as the app fully supports offline use of mapping, tracking, and navigation and you can use Wifi or Hotspot for data updates/syncing as desired.
WHY DOES THE OFFLINE MAP ONLY SHOW UP TO LEVEL 9?
The
ExplorOz Traveller app includes the complete
EOTopo 2021 mapset for the whole of Australia with zoom to Level 18 but only when online. Whilst we also provide the LoRes download pack so that you have offline functionality of the navigation system, you will only be able to zoom to Level 8 when offline when this is installed. To increase the offline zoom to level 18 you will need to install the HiRes and XHiRes packs which is only possible if you have an
EOTopo licence (purchase separately).
DO I HAVE TO BUY THE EOTOPO LICENCE?
Yes this app is designed with the expectation that the majority of users will need to purchase the
EOTopo licence to enjoy the full offline map detail however because it is sold separately as you don't need to own more than 1
EOTopo licence. This allows you to purchase just the Traveller app for use on other devices if you already have an
EOTopo licence.
HOW DO I UPDATE TO THE LATEST VERSION?
For Android devices, apps that you own will display available updates in the Playstore app so - Open Playstore- tap the menu and select My Apps & Games. You will then see a list of which apps have updates available - you can just press the Update button alongside the apps you wish to update or press Update All. For iOS/Apple devices, open the App Store app on your device, tap your profile icon at the top of the screen, scroll to see pending updates, tap Update next to an app to update only that app, or tap Update all. For Win10 devices, open the Microsoft Store app - click the ellipsis in the upper-right corner, from the drop-down menu, click Downloads & Updates. This will display apps with available updates. TIP: you must be logged in to your Google/Apple/Microsoft account.
PLAYSTORE WON'T UPDATE MY APP
Open the Settings app on your Android device. Go to Apps - select Google Play Store - select Storage - then press Clear Data.
HOW DO I CHANGE MY PASSWORD or EMAIL?
Changing any part of your user account needs to be done on the ExplorOz website.
I CANNOT REGISTER/LOGIN
The most common reason for login problems is entering the wrong information by accepting an autofill email address that has an extra space, missing text or error. The 2nd most common reason for problems is when trying to register an email address that is already registered. If REGISTRATION fails - try LOGIN. If you don't know the password to an email account that you think may already be registered, you will see a FORGOT PASSWORD button appear in the login screen after you've entered the email.
SPEED PANEL IS MISSING/PARTIALLY HIDDEN
Once you change the default position in 1 screen orientation it is likely that when you turn the device to the other orientation that the panel will have shifted out of view. However, you can resolve this by resetting the Speed Panel back to default first and then turn the device to the desired orientation and then reposition the Speed Panel for this orientation. To do the reset, go to Settings - App Resets. The custom landscape and portrait positions will be remembered for future use each time you turn the orientation of screen.
APP NOT WORKING? TRY THIS
If you have trouble using the app at all, close the app and then reopen it. This clears the memory cache and reboots the app. If this is an Android device, and this doesn't fix the issue, close the Traveller app again and locate the Settings app, select Apps - select "ExplorOz Traveller" - select Storage, then press CLEAR DATA. If the app is stuck on the title screen and the above steps have been taken you may need to uninstall the app. Your purchased licence permits you to freely download the app again from the app store of purchase. If repeated attempts to install the app fail, check the version of the Android operating system on your device (ie. Android 7). If the version is Android 7.1.2 or below, Google no longer supports your device and as such we cannot guarantee that the app will perform as expected as it is no longer protected via security patches and problems could be caused by other programs or files. We will not provide support for versions of the Android OS that Google no longer supports. You can download the app to another Android device with a newer operating system using your purchased app licence from your Google Playstore account via the normal app store download process but we do not offer refunds.
REQUEST FOR REFUND
We utilise the distribution
services of app stores for the sale of the
ExplorOz Traveller app. This protects both you and us. Your purchase is governed by the T&Cs offered by your point of sale (Playstore, App Store, Microsoft Store) and this includes their refund policy (usually the refund must be requested within 48hrs via the appropriate process as documented in their support pages). Do not request a refund directly from us as this will be refused - no exceptions.
WHERE CAN I GET MORE HELP - STEP-BY-STEP INSTRUCTIONS?
The User Manual is provided in pdf format and is stored in the device so you can read it offline. Go to the Menu - then select Manuals. We also publish the same User Manual on this page (tap the next heading below). You can open the User Manual on this page even if you don't own the app yet but you do need to be logged in with a registered ExplorOz user account (free Visitor account ok). Please do not jump the queue by asking for support on our Facebook pages, group or via Messenger. Please use the Help Desk for the quickest priority of your support request. If you don't use Facebook and have read the User Manual thoroughly and still have problems you can reach out to us via the options in the Support Help section on this page.