This is the support page for all Sustivo apps. If you have a question, hit a problem in an app, or need something done with your account, write to contact@sustivo.eco or call +40 744 366 663. We read every message and reply within one working day (Monday to Friday). Below you will find our full contact details, the right app for your question, and answers to the questions we are asked most often.
1. How to reach us
Write from the email address you signed up with, and tell us which app you are using, what you were trying to do and what happened instead. A screenshot helps us find the problem from your first message.
INFOSHARE CONSULTING SRL
Registered office: Str. Ciprian Porumbescu nr. 72, et. mansardă, ap./birou 19, Otopeni, Ilfov County, postal code 075100, Romania
Tax ID (CUI): 41970536 · Trade Register No.: J2019016428401
Support (email): contact@sustivo.eco
Phone: +40 744 366 663
Personal data and GDPR: dpo@sustivo.eco
Response time: within one working day, Monday to Friday
For requests about your personal data — access, rectification, erasure, portability — write directly to dpo@sustivo.eco. Those requests are handled within the statutory 30-day limit.
2. Our apps and where to get help
Sustivo is a platform made up of several apps, each dedicated to one role. Find the one you use in the table below; you can always email the support address and name the app in the subject line.
| App | Who it is for | What it does | Where to get help |
|---|---|---|---|
| Sustivo | General public | Collection calendar, report a problem, request a collection, donations, challenges, rewards, receipts | contact@sustivo.eco |
| Sustivo Maps | General public | Interactive map of recycling, donation, repair and deposit-return points | contact@sustivo.eco |
| Sustivo Calendar | General public | Waste-collection schedule for any supported address | contact@sustivo.eco |
| Sustivo Scanner | Staff at collection points and shops | Scan a citizen’s QR code to validate a sustainable action and award points | contact@sustivo.eco |
| Sustivo Admin | Municipality / organisation administrators | Regions, streets, collection programmes, content, campaigns, citizen reports, user roles | contact@sustivo.eco |
| Sustivo Super Admin | Platform operators | Cross-tenant configuration: countries, tenants, permissions, categories, platform settings | contact@sustivo.eco |
Using Smart Collect Admin or Smart Collect Driver? Their support page is at smartcollect.eco/en/support, but you can also write to contact@sustivo.eco — it reaches the same team.
3. Frequently asked questions
How do I create an account and sign in?
Open the app and tap Sign in. You can sign in with an email address and a password or, on iPhone and iPad, with Apple; depending on the app, Google and Facebook are available too. If you do not have an account yet, tap Create Account and create one with your email and a password. The account is the same across all our apps: the same credentials sign you in to any of them.
I forgot my password. What now?
On the sign-in screen tap Forgot your password? and enter your email address. We send you a reset link; open it on the same device and choose a new password. If nothing arrives within a few minutes, check your spam folder, then write to contact@sustivo.eco.
How does waste collection work?
Waste is collected on the schedule set for your address. Open the Calendar to see your next pickup days and which waste types are collected on each day.
The collection schedule is wrong, or a waste type is missing. What do I do?
The calendar only shows the programmes set for your address, so first check that the selected address is the right one — region, street and number. If the address is correct but the schedule still does not match what happens on your street, tell us at contact@sustivo.eco with the full address and what it should say; we check with your local authority or collection operator and correct the schedule.
How do I report a problem?
Go to Report a problem, choose a category, add a photo and your location, then submit. You can follow the status of every report in All Reported Problems.
How do I contact the mayor?
Send a request from Ask Your Mayor. Describe the issue and your local authority receives it directly, so you can ask for action in your community.
How do I earn and use rewards?
You collect points for eco actions such as recycling, challenges and quizzes. Spend them in the Shop or on rewards available in your area.
How do I find a collection point?
The map shows nearby collection points and recycling centres. Allow location or search for an address to centre the map on your area. Use the filters to show only the points that accept what you need, such as glass, batteries or electronics.
Do I need an account to use the map?
No. The map is free to use without signing in. Signing in links the map to your Sustivo account, which you use across our other apps.
How do I scan a code in Sustivo Scanner?
Tap Scan and point the camera at the QR code. Hold steady until it is recognised; the result is confirmed on screen and saved automatically. If a code will not scan, clean the camera, improve the lighting and keep the whole code in frame; in poor light, turn on the torch from the top bar.
How do I delete my account?
In the app: open Profile, scroll to the bottom, tap Delete account and type the confirmation word shown. In Sustivo Maps and Sustivo Calendar there is no Profile screen: open the ☰ menu at the top left, tap your name or email address, then Delete account. The deletion is carried out immediately and cannot be undone. Step-by-step instructions for each app are on the Delete your account page.
4. Deleting your account and data
You can delete your account yourself from inside any of our apps, or ask us to do it for you. Both routes, with concrete steps for each app, are explained here:
- Delete your account — how to close your account and what happens to your data;
- Delete some of your data — how to remove only part of your data without closing your account.
For any request about your data, write to dpo@sustivo.eco. Details of what we process are in our Privacy Policy.
5. Why the apps are separate
Sustivo ships as several role-specific apps — citizen, field staff, administrator — rather than one. If you are wondering which app is the right one for you, or why they are separate at all, we explain it in Why separate apps.
← Back to sustivo.eco