Windsor 311 Mobile App Frequently Asked Questions (FAQ)

Is the Windsor 311 mobile app free?

Yes. The Windsor 311 mobile app is free to download and use.

Do I need to allow the app to access my location?

No, but it’s encouraged. Allowing location access helps the app identify where you are and can automatically populate the location of your service request.

If you are reporting an issue somewhere else, simply move the map pin to the correct location before submitting your request.

Location accuracy depends on your device's settings and signal strength.

How do I turn location services on or off?

Location settings are managed through your device settings.

In most cases:

1. Open your device's Settings.
2. Select Privacy or Location Services.
3. Find Windsor 311 in the list of apps.
4. Choose your preferred location access setting.

Steps may vary depending on your device and operating system.

Do I need to include a photo?

No.

Photos are optional, but they can help City staff understand and assess the issue more quickly.

If you do not include a photo, provide as much detail as possible in the description.

What is the "You" section?

The "You" section is your personal area within the app.

Here you can:

• Save your contact information
• View service requests you have submitted
• Access bookmarked requests
• Submit feedback about the app

Your contact information is not visible to other users.

Do I need to provide my contact information?

Some request types may require a name and contact information before the City can take action.

Providing your contact information can help City staff:

• Contact you if more information is needed
• Send you a confirmation email
• Assist you if you contact 311 about your request

If you choose not to provide contact information, or provide incomplete information, the City may be limited in its ability to investigate the issue or provide updates.

If you include an email address, you will receive a confirmation email with your service request number.

What are Bookmarks?

Bookmarks let you save service requests for quick access later.

You can bookmark:

• Your own requests
• Public requests submitted by other users

To bookmark a request:

1. Open the request.
2. Select the Bookmark icon.

All bookmarked requests can be viewed in the "You" section of the app.

What happens after I submit a request?

After your request is submitted:

1. A service request number will be generated.
2. If you provided an email address, you will receive a confirmation email.
3. The request will be reviewed and assigned to the appropriate City department.

If you have questions about the status of your request, contact 311 and reference your service request number.

What if I can't find the issue I want to report?

Select Report a Concern not Listed.

The 311 team will review the information provided and route it to the appropriate service area.

You may also contact 311 for assistance.

What happens if someone submits inappropriate photos or spam?

The Windsor 311 mobile app is intended for legitimate City service requests.

Content that violates the City's Terms of Use may be removed. In some cases, the City may restrict future access to the app from users who repeatedly submit inappropriate content or spam.

Can I submit a request anonymously?

Some request types may allow anonymous submissions; however, providing contact information helps City staff investigate issues and communicate with you if additional details are required.

Is my personal information shared with other users?

No. Your personal contact information is not displayed publicly and is used only for the purpose of processing and managing your service request.