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InspectionLab / Support

InspectionLab support

InspectionLab by The Wood Lab. There is no ticket queue and no chatbot. Email goes to the people who wrote the app.

Español

hello@thewoodlabtx.com

Or call (254) 224-5136

Common questions

Start here.

How do I get help?
Email hello@thewoodlabtx.com with “InspectionLab” in the subject. There is no ticket queue and no chatbot—mail goes to the people who build the product. You should hear back within two business days. You can also call (254) 224-5136.
How does packet sharing work?
The landlord creates a property and a move-in (or move-out) packet, then shares a .ilpacket file. The tenant opens that file, walks the unit, attaches photos and notes, and sends the packet back the same way—Mail, Messages, Files, or another share target. There is no Wood Lab account and no portal: the file is the interchange.
What is Unlock?
The free install can open a packet someone sent you and complete the walk. You also get a short landlord demo (one property and one inspection from scratch). Unlock is a one-time purchase (StoreKit product inspectionlab.unlock on Apple; the same id on Play when Android billing ships). It lets you create more properties and inspections, removes the PDF watermark, and turns on logo, comparison, and extra templates. It is not a subscription and not credits-per-report.
My Messages attach failed or the file is huge.
SMS carriers often drop large attachments. Prefer Mail, iMessage, or saving to Files and sharing from there. The app may warn you when the zip is too large for SMS.
Does the app work offline?
Yes. Capture is offline-first. Airplane mode still lets you photograph rooms and write notes. You only need a network when you share the file or buy Unlock through the store.
I bought Unlock but the app still looks locked.
Use Restore purchases in Settings on a device signed in to the same Apple ID (or Google account) that paid. StoreKit / Play own the receipt; we do not run a license server.
Can I use it in Spanish?
Yes. The app includes Spanish strings. Privacy and support pages are available at /es/inspectionlab/ as well.
Something went wrong and I want a refund.
Purchases go through Apple or Google, so refunds do too. For Apple, use reportaproblem.apple.com. We never see your payment details and cannot issue the refund ourselves. Tell us what broke anyway so it can be fixed.

When you write in

Include which platform you were on (iPhone, iPad, Mac, Android, or Windows), the app version if you can find it, and whether you were creating a packet, opening one, or finalizing a PDF. If something failed while sharing, say which app you shared to (Mail, Messages, Files). Exact error wording helps more than a paraphrase.

The tenant / landlord loop

  1. Landlord (unlocked) creates a property and a move-in packet.
  2. Send to tenant shares a .ilpacket file.
  3. Tenant opens the file, shoots rooms, then Send packet.
  4. Landlord imports, reviews, signs, and finalizes the PDF.

Statuses move from draft → tenant capture → ready for review → finalized. The PDF disclaimer on every page is intentional: the packet is a condition record, not a repair request and not legal advice.

What we cannot help with

There is no Wood Lab account to reset and no server-side copy of your packets. If a device is wiped and you never exported or synced via your own iCloud, those files are gone—that is the trade for a product with no servers. Keep copies of important .ilpacket files somewhere other than a single phone.

We also cannot mediate lease disputes, deposit claims, or legal questions about what a condition report means in your state.

Privacy

Nothing in your packet reaches Wood Lab servers, which is also why support cannot look up your inspections. The privacy policy spells out camera, photos, optional GPS, StoreKit, and iCloud.