[email protected] reaches support, billing, press and everything else. Writing in English, German, French, Spanish, Italian, Dutch or Portuguese is fine.
What to include
For anything about a screening result or a plot file, the fastest answer comes from including the plot identifier and, if you can, the geometry you uploaded. Most questions that look like bugs turn out to be geometry problems that the GeoJSON validator will name in seconds, so it is worth running the file through that first.
For questions about whether a product is in scope, include the customs code you declare at import. Scope under Regulation (EU) 2023/1115 is decided by whether a code appears in Annex I, so the code is the answerable form of the question and the product name usually is not. The scope checker covers the common cases, including the codes that changed in the July 2026 delegated act.
What we cannot do
We cannot give legal advice or tell you that a consignment is compliant. plotvera produces evidence for your review and documents in the structure TRACES expects; the due diligence and anything filed with a competent authority remain yours. For a legal opinion on your specific facts, you need a lawyer or your competent authority, not a software vendor. The boundary is set out on the about page and in the terms.
Billing and account
Billing questions, plan changes and refund requests go to the same address; the refund policy sets out what is covered. If you have an account, saying which organisation it is under helps us find it quickly.
Data and privacy
Requests about personal data, including access and deletion, go to the same address and are handled under the privacy policy. Plot geometry you upload belongs to you and is not shared with other customers.
Operator details
plotvera is operated by Nastia Research, registered in France. The full operator identification required for online services in the EU, including the responsible party for site content, is on the legal notice.