HydroComplete is built and supported by a small team of practicing stormwater engineers. When you email us, a person who can actually read the stack trace writes back — usually the same day.
Typical response: same business day. Max: one business day.
Most questions resolve in under five minutes through one of these three channels. If none of them fit, email works too.
Every engine documented with formula, substitution, reference, and worked example. Ctrl-F is your friend — search by equation name, BMP type, or error message.
Open the manualLive uptime for the frontend, calculation backend, database, and payments. Check here first if something feels unresponsive — we publish incidents as they happen.
Open statusA real engineer reads every message. Include the project name or a screenshot and we can usually pinpoint the issue without a back-and-forth.
support@hydrocomplete.comCheck the live status page first. It pings our frontend, calculation backend, and database every few minutes from external monitors, so we know the same moment you do.
Five details let us reproduce almost anything on the first try. You don’t need all five — the more you include, the faster we can answer.
We can load your project server-side and see exactly the inputs and outputs you’re looking at. The project ID is in the URL after /project/.
One sentence is enough. “Clicked Compute on the Sedimentology engine after editing the outlet weir” tells us where to look.
Expected 0.8 ac-ft of storage, got 0.08 — that’s the kind of gap that points us straight at a unit or parsing issue.
Errors, warnings, and formula steps are often visible on the result panel. A screenshot beats a paragraph of description nine times out of ten.
Chrome 131 on macOS, around 2:15 PM Eastern. Lets us cross-reference server logs to the exact request that errored.
The things people actually ask us.
Sessions last 30 days of inactivity. If you’re locked out, go to the login screen and use Forgot password — the reset link arrives in under a minute. If the email doesn’t show up, check spam, then email support and we’ll send a manual reset.
First, check status.hydrocomplete.com — if the calculation backend is red, it’s a platform issue and we’re already working on it. If everything’s green, the most common causes are: a missing input on an upstream BMP in the treatment train, a watershed with no land cover defined, or a negative value somewhere that should be positive.
The error message in the result panel usually names the offending field. If it doesn’t, email us with the project ID and we’ll pull the server-side log.
We pull from the USDA SDA SSURGO service. Occasional gaps are real — some survey areas have incomplete coverage, and the SDA API has infrequent outages of its own. If the click returned nothing, try a slightly different point within the same site, or draw a small AOI polygon instead of a single lat/lon.
If SSURGO is legitimately blank for your area, you can enter the soil properties manually in the watershed form. HydroComplete will use your values directly in the calculations with the same transparency.
Inside a project, go to Report → Generate PDF. Subscriber reports are clean and include the engineer-of-record block you set under Project Settings. Trial reports are watermarked “TRIAL — NOT FOR REGULATORY SUBMITTAL” on every page, and that watermark is removed automatically when your subscription activates.
The PE seal itself is applied by you, after download, per the rules of the state where the work is performed. HydroComplete generates the deliverable — you stamp it.
Projects live in a managed Postgres database (Supabase) with point-in-time recovery and daily snapshots. Your projects are scoped to your account — other users cannot read them. Server-side calculation logs are retained for 30 days for troubleshooting, then purged.
You can export any project to a self-contained JSON file from the project menu for your own offsite backup.
Not right now. The editor loads in your browser, but the calculation engines run server-side through an authenticated API — that’s how we keep every user on the exact same verified equation code. You need an internet connection to compute or save.
Open your account menu and choose Manage billing. That opens the Stripe customer portal where you can update your card, download invoices, or cancel — usually three clicks total. There is no contract and no cancellation fee.
Canceling mid-cycle keeps access through the end of the paid period, then drops to a read-only view of your projects for 30 days before archival.
Yes — if something isn’t working as advertised, email support within 30 days of charge and we’ll refund it, no questions asked. The 14-day free trial exists so you can evaluate before paying at all; most users won’t need the refund path, but it’s there.
If the manual and the FAQ didn’t land, email the address below with whatever details you have. A practicing engineer reads the inbox — often the same person who wrote the engine you’re using.
support@hydrocomplete.comTypical response: same business day. Max: one business day.