We are here to help

Account > View order > Download 

Account > View order > Actions > Reprocess > select the format > wait for data to become available to download

While data is processing, the status will be queued. Once the data is available, you will receive an email notification to confirm. You may need to refresh your page for the button to change from queued to download. 

A: You can request a quote but drawing or uploading your area in the Mapshop, Contractor link Mapshop or Marine Mapshop. Click on the desired map/report then click request quote if no price is given. The customer support team will then be alerted and will prepare your quote for you.

A: This can be done by adjusting the dates section on 'My orders' section to ensure the time period covers the period in question. View an order to see and download the related invoice.

A: The PO can be placed on the order, or emailed to customer support if you are ordering via a manual PDF quote.

A: You can find your download in the confirmation email under the hyperlink ‘downloads'. Alternatively, under the My account section on the Accounts dashboard.

A: Yes, the majority of the data is within the digital catalogue pages on our website here.

If you would like to discuss a problem you are trying to solve and what data would be available to help, please just contact our Customer support team who will ask someone appropriate to contact you.

Email: geo-customersupport@idoxgroup.com

Telephone: (0118) 9736883.

A: Yes, you can get a demo by reaching out to our customer support team or your account manager who would be happy to provide a demo for you.

A: Yes. This is possible by uploading your shapefile via the small box with the upward arrow on the vertical tool ribbon in the Mapshop, you can paste the shapefile there.

A: The OS licence number will be in an email link which will confirm the purchase of the product under the hyperlink names ‘licence’. Alternatively, you can view this under the Licence documents tab on the purchase/order in your Accounts dashboard.

A. We receive updates from the Ordnance Survey every 6 weeks

If the mapping is incorrect or out of date, please contact Customer Support on (0118) 9736883 or email on geo-customersupport@idoxgroup.com with details of the location in question.

A: Account dashboard > View order > Licence document > Download PDF

A:  During the licence period you can ‘reprocess’ data within your accounts dashboard, you can also use this function to get the data in another format at no charge. If the data is a large area purchased on contract with scheduled updates then the latest version of the licensed data will be on your account's dashboard under the orders section.

A: This can be done by going on the account's dashboard and any expiring licenses will be under the section for expiring licenses. Alternatively, if you go on my orders, you will see 3 colors under the licence status and the red licence status will be any expired licences while the orange will be expiring licences and the green will be in license. Any order marked in grey has been refunded.

A: We send automated emails for your ease when a licence is due to expire/has expired. If the data is still being worked with you will need to renew this data licence to continue to work with it. You also have the option to archive or delete this data via the links provided. We are obligated to send out these reminders by the suppliers including the OS.

A: If the licence has expired and you are no longer authorised to use/work with this data. Data suppliers including the OS regularly audit usage to ensure only those authorised to use the data do so.

A. Yes, you can find it here.

A: No. Renewals are not automatic, a quote will be generated when you press ‘renew’ on the automated emails.

A. Usually when ordering mapping and data from emapsite, you are paying for a licence to use the data, either on a perpetual basis (forever) or for a period of time (often annual). If annual, you will receive an email from emapsite asking you if you would like to:

• Renew your licence to use the data for a further year
• Delete - confirm that you have deleted all digital copies you have of the data
• Archive - you will store the data for any potential legal queries in relation to the work carried out using the data, but otherwise it will not be used

A. Please contact us at geo-customersupport@idoxgroup.com - we will almost always suggest that you order the correct area and we will refund your initial order no problem at all.

A. Yes, just go to the 'Edit purchased plan in your Account Summary and click on the plan you wish to edit. You will be taken to the editing section of the plan, where you can make changes and then take the revised plan to the checkout to order again, for £0. You will not need to enter payment details again.

A. In most cases you can reprocess your order as an additional format, free of charge, via your Downloads page here. If that is not possible for your ordered product, please contact us at geo-customersupport@idoxgroup.com and we'll see what we can do.

A. GIS software can join the buildings to the height csv but DWG files just have the csv for a reference of heights in that area. DWG and csv cannot be linked, so we have created a new format with the building height information integrated in to the DWG information.

A. Please contact Customer Support on (0118) 9736883 or email geo-customersupport@idoxgroup.com

A. A raster map is an image, usually available as a JPG or TIF, much like a digital photo. A vector map will often come in formats used in CAD or GIS software which has layers you can edit or remove, with information attached to items in the map, such as measurements and labels in OS MasterMap data.

A. If the product has a resolution of 12.5cm for example, each pixel on the screen when the image is at 100% represents 12.5cm on the ground in the real world. Therefore, 12.5cm is very detailed (better quality when zoomed in) compared to 5m aerial imagery.

A. DWG standard uses the default colouring options within CAD.

A. DWG design uses our own colour scheme and includes symbols for trees etc. symbology for woodland and other fills within, this provides blocks as symbols as opposed to hatched lines.

A. DWG Colour will give hatch fills to indicate land type but isn't as detailed in its layers as the DWG Design format.

A. All data was captured in 2003.

A. DTM (Digital terrain model) is a terrain model and shows the bare earth with trees/buildings removed.

DSM (Digital Surface Model )is a surface model which includes trees and buildings.

A: Yes. Providing the data has enough licensed users, data can be shared with your client, this can be done by either adding the client as a sub-contractor at the point of purchasing, or emailing customer support after the purchase giving them the order number, together with the name, email address and telephone number of the person you want to share the data with.

A: You can view already purchased data on a specific project by clicking on accounts dashboard then projects on the left-hand side of the page. If this is a company project, you can view this on the company projects section.

A: When working with the local authority you can access data for just a small processing fee by purchasing through Contractor link. Check here to see if your client is a member of the PSGA: https://beta.ordnancesurvey.co.uk/customers/public-sector/psga-member-finder

A: You can action this by emailing customer support any time during the licence period. Give our team the order number, together with the name, email address and telephone number of the person you want to share the data with.

A: You will be able to download any contracted data via your Accounts dashboard via our website. Then on the left-hand side you should see the latest orders, click view followed by download to access the data. You can reprocess it into the latest update and other formats at no charge.

A: No. We would not recommend use one login for the entire company for security reasons. We would recommend each user have their own login if they are part of your business, they are able to view all company purchases, you can also remove staff who have left, or control who can purchase on account