Support
Questions about stacking plans, pallets, carriers or the app itself? We are happy to help.
Email us
supportbx@163.com · we reply within 2 business days
You can also send feedback without leaving the app: open Settings → Feedback, pick a category and a rating, and tap Submit. Your message will be handed to your own mail app so nothing is sent without you seeing it first.
Frequently asked questions
Does the app need an internet connection or an account?
No. Pallet Master is fully offline. There is no sign-up, no login, no cloud sync and no analytics. Every pallet standard, every stacking algorithm and the 3D engine run entirely on your iPhone or iPad, so the app works the same in a warehouse basement, on a container yard or at sea.
Where is my data stored, and how do I delete it?
Everything you enter — box sizes, weights, pallet specs and your saved stacking history — stays on your device only. It is never uploaded anywhere.
- To remove a single saved plan: open History and swipe or tap delete on that record.
- To remove everything at once: open Settings → Clear app data.
- Deleting the app from your device also removes all of its data.
Which units does the app use?
All dimensions are entered and displayed in millimetres (mm) and all weights in kilograms (kg). Unit hints are shown next to every input field.
What is the difference between column stacking and interlock?
- Column stacking keeps every box in the same orientation, layer after layer. It usually fits the most boxes, but the load is less stable.
- Interlock rotates boxes 90° between layers so they tie the stack together. It is noticeably more stable and is the usual choice for heavier cartons.
- Auto best tries both and recommends the plan with the highest box count first, preferring the more stable pattern when the count is the same.
Why does nothing happen when I pick Interlock?
Interlock requires rotation. Turn on Cargo → Advanced → Allow rotation. The app will tell you when rotation is needed — without it, a 90° interlocked pattern cannot be built.
What do the red over-height and over-weight warnings mean?
The app checks every plan against three limits and blocks anything that breaks them:
- The pallet's own maximum load.
- The total stack height you allowed, including the pallet itself.
- The selected carrier's inner height and payload limit.
How do I know the result is realistic?
The calculation uses the exact pallet and carrier dimensions you selected, including pallet height and tare weight. Always confirm with your own loading rules where a specific standard, overhang policy or safety margin applies — the Advanced panels let you add a maximum layer count, a total height cap and a forklift clearance so the plan matches your real operating practice.
How do I save a picture of the 3D view?
On the Result screen, tap the camera button. The image is added to your photo library. The first time you do this, iOS will ask for permission — if you declined it, enable Photos for Pallet Master in iOS Settings and try again.
Can I print or share a stacking plan with my team?
Yes. On the Result screen open More actions → Export PDF worksheet. The PDF contains the full parameter table and the embedded 3D preview, and can be shared, emailed or printed through the standard iOS share sheet.
How do I save a plan and come back to it later?
Tap Save to history on the Result screen. Open History at any time to see every saved plan with a thumbnail; tapping one restores all of its parameters so you can recalculate or adjust it.
The feedback form cannot send my message. What should I do?
The form uses your device's mail app. If no email account is configured on the device, the message cannot be sent — please email us directly at supportbx@163.com.
How do I request a refund?
All App Store purchases are handled by Apple, so refunds are requested from Apple rather than from us. Visit reportaproblem.apple.com, sign in with the Apple Account used for the purchase, and follow the steps. If we can help resolve the problem instead, please email us first.
Quick troubleshooting
- Double-check that you entered dimensions in millimetres — a 400 mm carton is not 40 cm or 4 m in the field.
- If the app reports that the cargo does not fit, check the box size against the pallet size, and try enabling rotation.
- If a plan looks unstable, switch from Column to Interlock in Cargo → Advanced → Stacking mode.
- If results seem stale, step back one screen, change a parameter and return — the plan recalculates automatically.
- If the app behaves unexpectedly, close it completely and reopen it. Your history and settings are preserved.
- Still stuck? Email us with your box size, pallet size and the carrier you selected, and we will work it out with you.
Before you write to us
Including the following saves a round trip: your device model and iOS version, the app version (shown in the App Store listing), the exact dimensions you entered in millimetres, the pallet and carrier you chose, and what you expected to see instead.