Below you will find some basic troubleshooting methods to help you if you are in need of assistance. If you are still experiencing website issues after troubleshooting, please email info@beforeyoudigpartners.com. Our Chat Agents are always available during business hours by clicking the Chat Widget in the bottom-right corner of your screen. Our team will investigate the situation further.

If you are getting errors when using the website to request a locate, please look for the grey ? icons on the right-hand side of each section throughout the site. Clicking the question mark icon will provide information about that part of the website.

If something on the website looks like it hasn't loaded correctly, please refresh your browser by clicking the Ctrl+F5 keys on your keyboard simultaneously. A lot of times this will fix any minor loading errors.

If you click Next when registering for a new account and the page doesn't change to the next section, check for red text under one of the fields indicating a required field was missed. Enter the information into the required field, then click Next.

Each login username needs to be unique. You will receive an error message in the bottom right corner of the screen if your username matches an existing account.

Often this message will appear if you work for a company where a common email is used by a few staff and somebody else is already using that email as their username. You will need to change it to something different, such as your “firstname.lastname”. Once you have created a unique username, click the Sign Up button to proceed.

If you need further assistance in regards to registering your account, please click here.

The validation link in your registration email expires after 3 days. If you try to click on it after this time it won't work. You will need to log in to your BYDP account and press the Resend button so generate another validation email. Log out of the BYDP website, then use the link on the new email to verify your profile.

If you log in to the BYDP website before clicking the validation link, you will get an error message that the validation was unsuccessful. Please log out of the website, close the browser, then open your email and try clicking the validation link again. You should get a message that the validation was successful.

If you need further assistance in regards to validating your account, please click here. You can also email info@beforeyoudigpartners.com or contact our Chat Agents by clicking the Chat Widget in the bottom-right corner of your screen. Our team can manually validate your account.

If you are experiencing login errors, please make sure your login details are entered correctly. Try refreshing the page and then typing them in manually if your browser tries to auto-complete them.

For more information on resetting your password and/or username, please click here. Alternatively, you can email info@beforeyoudigpartners.com or contact our Chat Agents by clicking the Chat Widget in the bottom-right corner of your screen. We can securely update your password and/or username for you.

If you notice that any fields on the form are red after clicking Next or Submit, it means they have either been filled incorrectly or have not been completed and are a Required field:

Please use the help ? icons to assist you in filling out the fields.

If you need further assistance with the Ticket Details page, please click here.

If you are attempting to search for your work location and there are no results, it could be because the address was entered incorrectly, or the site is in a new area not recognized by the base maps.

If your site is a new area, try searching for just the street name, intersection, or an established nearby street to bring up the general location. You can use this area as a starting point to then pan to your precise location. Additionally, switching to a satellite or hybrid map view can sometimes display more street layouts than the base maps for newer areas.

If you are doing an XY search and the co-ordinates aren't working, please ensure the X and Y fields aren't reversed and the correct Projection/Datum has been selected. Please view the XY Co-ordinates section of our article on Searching for your dig site location for assistance.

If you need further assistance in regards to using the Location screen, please click here. You can also email our contact centre at info@beforeyoudigpartners.com or contact our Chat Agents by clicking the Chat Widget in the bottom-right corner of your screen.

When selecting your worksite on the map, make sure you click the Area tool to begin your drawing.

When using the Area tool, click once on each corner of your work area as you trace around the site, then close the shape by clicking the first "dot" to complete the drawing. Once completed, the red shape should remain and your mouse will stop drawing as you move it around the map.

You can edit the shape you have drawn by using the Edit/pen tool. Once editing is complete, click Save next to the tool icon to the save the new shape.

To delete an incorrect drawing, select the Delete tool, click on the drawing you want to remove, then click Save next to the tool icon. If a drawing is deleted in error, you can click Cancel to restore it. If you have used the Ruler tool the red dotted lines will remain on the map afterwards, but will not show up on your completed ticket.

Your drawn work area must fit within the allowable minimum / maximum size for your ticket type.

If the drawn area does not reach the minimum dig size for that ticket type, an error will pop up on the map:

Click Cancel to return to the Ticket Details screen and change the Ticket Type field to the ticket type that fits your work area.

When multiple dig areas are drawn on the map, each area must be a minimum of 10 square metres.

If the drawn area exceeds the maximum dig size for that ticket type, a warning will pop up on the map:

Your work area will need to be broken down into smaller sections. Reduce the drawn work area to complete the ticket and submit the first section of your work site. Then use the Continue Ticket function to submit subsequent sections on additional tickets. Alternatively, the ticket can be processed as a larger ticket type, such as a Project or Large Project ticket. To change the ticket type, click Cancel to return to the Ticket Details screen and change the Ticket Type field to the ticket type that fits your work area.

reCAPTCHA is a randomized security tool owned by Google. reCAPTCHA will error if the instructions are not followed correctly and potentially ask you to complete a larger number of challenges. Please make sure you tick all the relevant boxes as required by the instructions, for example:

If you have previously got the images wrong either by not clicking enough or clicking too many squares, it may prompt you with further pop-ups or error saying “Please try again”. Simply continue completing challenges until you get it correct and press the “Verify” button. It will show a green tick once it successfully verifies:

Note: Please note that even when entering reCAPTCHA correctly, it may still prompt you a few times.

If you have filled out all fields and marked the map correctly, and after clicking Submit you get an error message, please contact us so our IT team can investigate. If your request was successfully submitted, you will automatically receive your BYDP ticket receipt email.

This can appear when registering or submitting tickets.

If you get a timeout issue, please refresh the page and retry what you were doing (you can refresh the page by pressing Ctrl+F5 on your keyboard).

If you find any other errors that are not mentioned here, please take a screenshot and email it to info@beforeyoudigpartners.com so we can investigate it with our IT team.