Help Center

Create an account at /signup with your organization details. We verify that you operate a humanitarian coordination function (NGO, mutual aid network, government agency, or licensed shelter/clinic). Most teams sign up the lead coordinator first, then invite the rest from Settings → Team.

Most organizations are approved within one business day. During active disaster responses we fast-track approvals — email support@aidgrid.org with the incident name and we'll usually clear you in under two hours.

Go to Resources → Add resource. Add each shelter, clinic, food site, or partner with address, capacity, and status. You can bulk import via CSV from Settings → Import. The AI matcher uses this directory the moment it's populated — no extra configuration needed.

Settings → Team → Invite. Enter email and role (admin, coordinator, viewer). They get a sign-in link valid for 7 days. You can revoke access at any time, and revoked members lose access immediately on their next request.

Admins manage team and org settings. Coordinators triage cases, route, refer, and resolve. Viewers read cases and reports but cannot modify them — useful for partner agencies, board members, or auditors.

Settings → Intake → copy the public link. It's a hosted form that goes directly into your queue with AI triage. Share via SMS, WhatsApp, printed flyers, or embed on your site. Each org gets a unique URL that survives team changes.

Every incoming case runs through the AI triage engine within a few seconds. It returns an urgency score (0-100), a need category, missing-field prompts, a duplicate check against the last 4 hours, a fraud-risk indicator, and up to three matched resources with distance and capacity.

0-39 is standard intake. 40-69 is elevated — handle same shift. 70-89 is urgent — handle within the hour. 90-100 is life-safety — page on-call immediately. Scores factor in stated need, vulnerable populations (children, elderly, disability), location risk, and time-of-day.

When a new case is created, AidGrid compares it against your org's cases from the last 4 hours using text similarity, geographic proximity, and submitter metadata. If confidence ≥ 75% you'll see a banner suggesting merge. Nothing is merged automatically — coordinators decide.

Yes. Open any case → click the urgency ring → set a manual score with a one-line reason. The override is logged in the case history with your name and timestamp. AI suggestions still display for context, but your override drives queue ordering.

Case detail → Route → pick teammate. They get a notification (in-app + email if enabled) and the case appears in their personal queue. Routing doesn't change ownership — only assignment — so the original coordinator stays in the audit trail.

Case detail → Refer → select partner from your network. The partner receives the case via their preferred channel (email, secure link, or partner API if integrated). Referrals are tracked end-to-end so you know if the partner acted.

Case detail → Resolve → pick outcome (served, referred-out, withdrawn, unable-to-contact, ineligible) and add a short note. The case moves to Resolved, response duration is calculated automatically, and the resource utilization counter updates.

Status used when a case is missing critical information (location, contact, need type) and you've requested clarification from the submitter. The case stays in your queue, surfaces in stale-case alerts after 24 hours, and the AI re-triages once new info arrives.

Open the suspected duplicate → click the duplicate banner → review the side-by-side comparison → confirm merge. Both submissions become a single case with a source trail showing every original submission, channel, and timestamp.

Resources → Add resource. Enter name, type, address (we'll geocode), total capacity, current occupancy, services offered, and hours. Save and it's immediately available to the AI matcher and visible on the map.

Resources → tap a resource → adjust current occupancy or status. On mobile you can tap the capacity number directly to edit. Updates propagate to the AI matcher within seconds, so the next triage uses the new number.

Green = open with capacity. Amber = open but ≥80% full or limited services. Red = closed, at capacity, or unavailable. Gray = unknown / unverified — usually a resource that hasn't been updated in 24+ hours.

When a case is triaged, the AI ranks resources by need-type match, distance from the case location, current capacity, and operating hours. It returns up to three options with distance and capacity. Coordinators pick — nothing is auto-assigned.

Resources → tap the resource → Archive. Archived resources stop appearing in matches and the map but stay in your historical reports. To restore, go to Resources → Archived → Restore.

If a case sits in 'Triaging…' for more than 60 seconds, the AI Gateway likely timed out. Open the case → click Re-run triage. If that fails twice in a row, the case is marked for manual review and a banner explains the fallback so you can still act.

Cases are visible to everyone in your org by default. If you're missing cases, check Settings → Team to confirm you're in the right org, and Settings → Filters to make sure you don't have a saved filter narrowing the queue.

Resource capacity is only as fresh as your updates. Open the resource → set current occupancy and status → save. Then mark the AI suggestion as 'inaccurate' on the case so we can improve matching. We recommend a daily capacity check during active responses.

Check /email-preferences → confirm the alert type is enabled. Then check your spam folder and add no-reply@aidgrid.org to safe senders. If still nothing after 10 minutes, your domain may be blocking us — email support and we'll send a deliverability check.

Reports → Coordination Summary → Export CSV or PDF. For raw case data, Cases → Filter → Export. Exports are org-scoped and include every field the requesting role is allowed to see.

Coordinators can archive cases (hidden from queue, retained for audit). Only admins can permanently delete, and deletion is logged. For GDPR/CCPA subject deletion requests, use Settings → Privacy → Data deletion request — we handle deletion within 30 days.

No. AidGrid is free for every responder — coordinators, shelters, mutual aid groups, and field volunteers. There are no plans, tiers, or case limits. Donations and volunteers keep it running.

Visit /donate to make a one-time gift or set up monthly support. Every amount maps to specific field work — translation, human review, server costs, accessibility improvements. 100% goes to the mission.

AidGrid is organized as a nonprofit. Tax-deductibility is not yet verified — please consult your tax advisor about deductibility in your country before claiming a deduction.

Visit /volunteer to apply. There are eight roles — translation review, accessibility improvement, guide quality, resource verification, community outreach, correction review, campaign support, and data quality. You choose when and how much you contribute.

No. AidGrid never blocks case intake — humanitarian response can't pause. The AI always works; volunteer review improves quality but is never a bottleneck for basic help.

Only members of your organization with an active role. Row-Level Security is enforced at the database level so org isolation is guaranteed — not just a UI filter. AidGrid staff cannot read case content; only metadata for support and abuse investigations.

Data is encrypted in transit (TLS 1.2+) and at rest (AES-256). Backups are encrypted and retained for 30 days. We log every access to case data and surface a full audit trail in Settings → Audit log. See /trust for our full security posture.

Only with your explicit written request (e.g. you ask support to debug a specific case). Support access is logged and time-boxed, and we never use case content to train AI models. AI triage runs through providers under DPA with no training-data retention.

Settings → Profile → Delete account. Personal account deletion is immediate. Org deletion requires admin confirmation and a 7-day cooling-off period so other admins can object. After deletion we retain a minimal record only where required by tax or audit law.

Reports → Coordination Summary → Export. For a complete org export (cases, resources, history, audit), Settings → Privacy → Request full export. We deliver a signed download link within 24 hours.