Comments

5 comments

  • Official comment
    Paulina Brozek

    Dear David,

    Thank you for your message.

    Currently you are subscribed to E&R Program which allows you to download up to 10,000 sqkm per month. This includes: Planet Scope data as well as Rapid Eye). This quota resets itself on the 1st of each month.

    If you are trying to download Sky Sat data or if you reach your limit of 10,000 sqkm per month- your orders will automatically fail. 

    I hope that helps!

    Kind regards,

    Paulina 

    Comment actions Permalink
  • David Kahler

    Thank you for your reply.  We have attempted to download images for the past two months and every request has failed.  Some of these requests were very small.  Did each image get substantially larger?  As you can see from the attached screenshot, our first request from November failed with only 29 images.  Our first request in December is still in progress and a request with only 30 images failed.  The only request that has gone through recently was with eight images.  Previously, we would routinely obtain 99 images a month before a failure.  Is there something wrong with our account settings?  Is the pending request causing other problems?

    Also, we have been trying to purchase a subscription but we have had trouble getting in touch with anyone.  Is there a phone number I can call?

    Thank you,

    David

    0
    Comment actions Permalink
  • Paulina Brozek

    Dear David,

     

    Thank you for your reply and I do apologise for the inconvenience.

    I would kindly request to send us an email to support@planet.com, I can then follow your requests up and provide answers to your questions.

     

    Kind regards,

    Paulina 

    0
    Comment actions Permalink
  • David Kahler

    Hoping this thread will still receive a reply. Still having this issue. Either there is not a clear way to understand how many sqkm have already been downloaded or we are getting failed orders for no reason. Please advise. Additionally, we are interested in purchasing a subscription and have had no luck with responses. Is there a phone number we can call to purchase a subscription?

    0
    Comment actions Permalink
  • Paulina Brozek

    Dear David, Thank you for your email and I do apologise for the delay in getting back to you.

    There can be several reasons why your orders might be failing, I can investigate it further, but to do so, can you please specify order IDs?

    With regards to payed subscription, I can forward your request to correct Sales Representative, who will be able to help you further but to do so, can you please specify country you are writing to us from? You can forward this information directly to support@planet.com and I will be happy to help.

    Kind regards,

    Paulina 

    0
    Comment actions Permalink

Please sign in to leave a comment.