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 our Support team at contactus@beforeudig.co.nz so they can investigate the situation further. Use the links below to jump to the different article sections:
- General tips
- Registration errors
- Validation errors
- Login errors
- Tips for submitting enquiries
- Timeout errors
- Account errors
- iPhone app errors
- Other errors
General tips
There are also pop-ups with tips which appear when you click on the grey question mark 
icons through the form. These provide instructions on what to do. Asterisks at certain fields indicates that they are Required; fields without asterisks are Optional:
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.
Registration errors
You may get an error message on the right-hand panel which checks for correct postal address, whether you're already registered, and the username availability.
- If the system rejects the postal address you have entered, you will get an error:
Click "Force address to be valid" to proceed with the address.
- If the username you selected is already in use by another user, you will get an error:
Each login username needs to be unique. 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 "surname.first1". Once you have created a unique username, the message will update and you will be able to proceed.
If you notice that any fields on the form are red, it means they have been entered in the wrong format or are not otherwise recognised by the system:
After changing the info in these fields to the right format they may remain red. This is normal. You may need to press the Sign Up button twice - the first click will get the system to re-read the form to recognise the change, then the second click will sign you up.
If you need further assistance in regards to registering your account, please click here.
Account Validation errors
The validation link in your registration email expires after 3 days. If you try to click on it after this time the link will have expired. You will need to log in to your beforeUdig account and press the Resend button so generate another validation email. Log out of the beforeUdig website, then use the link on the new email to verify your profile.
If you log in to the beforeUdig 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. Or, ring our Help Desk on 0800 248 344 so an operator can manually validate your account.
Login errors
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.
If you have forgotten your password, you can reset it here. For more information on resetting your password and/or username, please click here. Alternatively, you can call us on 0800 248 344 and we can securely update your password and/or username over the phone.
Tips for submitting enquiries
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:
Location search errors
If you are attempting to search the location you need and there are no results, it could be because the address was entered incorrectly, or it might be a new subdivision not yet recognised by the maps our website uses. If your site is a new area, please contact a member of our team on 0800 248 344 so that we can put this new estate through for you. If you can provide co-ordinates or other land/property information that will be helpful.
If you are doing an XY search and the co-ordinates aren't working, please ensure you have the X and Y fields around the correct way and are selecting the correct Projection/Datum. Please view the XY Coordinates section of our article on Searching the Dig site location for assistance, or you can ring us on 0800 248 344 for help.
Drawing your digsite errors
When selecting your worksite on the map, make sure you are drawing using either the Line tool, the Polygon, or the Circle.
For the Line and Polygon tools, make sure no lines are crossing over/intersecting each other, otherwise the shape will automatically disappear and you will need to redraw it. Once completed and you have double-clicked on the last point (Line tool) or closed your shape by clicking back on its first point (Polygon tool), the red shape should remain and your mouse will stop drawing as you move it around the map.
For the Circle tool, click once in the centre of the site and hold down the click. Move the mouse outwards to stretch the circle to the required size, then release the click to complete the circle. Again, 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 anywhere on the map or on the tool icon again to the save the new shape.
To delete an incorrect drawing, either use the Delete Layers tool or reselect a drawing tool and begin a new drawing - the old one will disappear automatically. If you have used the Measure tool the dotted lines will remain on the map afterwards, but will not show up on your completed enquiry.
Submit errors
If you you have filled out all fields and marked the map correctly, and after clicking Submit you get an error message, please take a screen shot of the error and email it through to contactus@beforeudig.co.nz along with your name, ID number and the job address so our IT team can investigate. If your job was successfully lodged, you will automatically receive your beforeUdig job confirmation email.
What to do if you get a "Timeout" error
This can appear when registering or lodging enquiries.
If you get a timeout issue, please refresh the page and re-try what you were doing (you can refresh the page by pressing Ctrl+F5 on your keyboard).
Account errors
If you are trying to update your Postal Address but it stays highlighted red and doesn't allow you to update, please try the following:
1. If you are entering a PO Box or unit number, put PO Box or Unit details in the Prefix field, then the street number and name in the Street field.
2. Click the "Force address to be valid" box to override the system and force it to accept the address.
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iPhone app errors
Please send a screenshot of your error to contactus@beforeudig.co.nz so we can investigate the issue. A member of our support team will then contact you with advice. In the meantime, please feel free to ring us on 0800 248 344 to lodge your enquiry, or visit the main www.beforeudig.co.nz website - this can be accessed on mobile devices as well as PCs.
Other errors
If you find any other errors that are not mentioned here, please take a screenshot and email it to contactus@beforeudig.co.nz so we can investigate it with our IT team.
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