Help & FAQ

Everything we’re asked, in one place.

Questions we hear from city clerks, mayors, and town managers considering the platform. Can’t find your question? Email support@adaptensor.com and we’ll add it.

Getting started

How do I claim my town?: Go to city.adaptensor.com/sign-up, create an account with your work email, and fill out the claim form: your town name, state, ZIP, and the subdomain you want (e.g. cove.city.adaptensor.com). We verify the claim and you’re live.
How long does verification take?: We typically verify new claims within 24 hours. We’ll email you at the address on your account when your town is approved. While you wait you can configure modules, add staff to the directory, and invite teammates — your work isn’t lost during the review.
What if I don't have a state government email?: A .govemail speeds things up but isn’t required. We’ll ask for an alternate proof — a copy of town council meeting minutes that lists you, a brief phone call with the mayor or clerk, or a verifiable Facebook/website mention. Email support@adaptensor.com if you’re not sure what works for your town.
Can my staff have separate logins?: Yes — on every plan. Open /admin/settings, scroll to Team, and add teammates by email. Five roles are available: Owner, Editor, Water operator, Issue handler, and Viewer. Each role only sees what they need to see.

Pricing & billing

How much does water billing cost?: Adaptensor takes $0.The money goes straight from the resident’s card to your town’s bank account via Stripe. Stripe’s standard processing fee is 2.9% + 30¢ per transaction (the same as any card processor). You stop paying for postage, paper bills, and the bank deposit trip.
What's the difference between Hamlet, Township, and County Seat?: Hamlet($19/mo) — up to 5 modules, towns under 1,000 population. Adaptensor branding in the footer.
Township($49/mo) — all modules, towns up to 5,000, white-label (no Adaptensor branding), PWA install for residents.
County Seat($99/mo) — everything in Township plus larger team workflows for multi-department towns.
How do I cancel?: Sign in, go to /admin/billing, and click Manage subscription. That opens your Stripe Customer Portal where you can cancel immediately or at period end. No retention bots, no “reasons for leaving” survey.
Can I delete my town entirely?: Yes. /admin/settings→ Danger zone → Delete town. Type your town name to confirm, then click the email confirmation link we send (valid for 60 minutes). Deletion is permanent and removes all modules, content, submissions, water accounts, and subscribers. Your subscription is also cancelled in Stripe automatically.

Data & privacy

Where is my town's data hosted?: US only. Database is Neon Postgres in AWS us-east-1. The web layer is on Vercel. Files (none today — we don’t accept resident-uploaded files yet) would be on Vercel Blob in US-East. The full processor list is on the trust page.
What about WCAG accessibility?: We publish a WCAG 2.1 AA conformance statement at /trust#accessibility and ACCESSIBILITY.md. Automated axe + manual screen-reader testing. If you spot a barrier, email support@adaptensor.com.
Do you sign DPAs or BAAs?: DPA — yes, available on request to support@adaptensor.com.
BAA— no. We don’t store HIPAA-scoped data, so we don’t offer Business Associate Agreements. If your use case requires HIPAA, we’re not the right platform.
How do I export my data?: Self-serve export is on our V2 roadmap (target: when a customer requests it). Until then, email support@adaptensor.com and we’ll send you a CSV/JSON export within 5 business days. No charge.

Modules & setup

Can I migrate from Apptegy or CivicPlus?: Static content(about pages, photos, contact info): copy/paste into the builder — takes an afternoon for a typical town.
Water accounts: we accept CSV import at /admin/water. Most billing systems export to CSV (Banyon, Edmunds GovTech, BS&A, etc.). Drop it in and your entire account list shows up in seconds.
Subscriber lists: email support@adaptensor.com with your existing list — we’ll bulk-import after verifying consent.
Do I need to set up Stripe for water billing?: Yes — one time. After your town is verified, go to /admin/water and click Connect Stripe. Stripe asks for your town’s bank info, EIN, and a contact person. Takes 10 minutes. After that, water payments flow directly to your bank.
Can I have a custom domain like cityofcove.gov?: Currently every town runs at {slug}.city.adaptensor.com. Custom domains are on the V2 roadmap. Many towns find the shared subdomain actually helps — residents in nearby towns can find you because they already know the pattern.

Something's broken

Where do I report bugs?: Email support@adaptensor.com. Include your town name, the URL where the bug happened, and a screenshot if possible.
What if the site is down?: Check our incident runbook for current procedure. We auto-alert on any 5xx errors and Sentry-tracked exceptions, so we usually know before you do. A formal status page (status.adaptensor.com) is on the V2 roadmap.

Still stuck?

Email support@adaptensor.com — general questions, security reports, and accessibility concerns all route here.