Help with the MalcolmAI app for iPhone and the MalcolmAI web admin.
If you already have a MalcolmAI account, the fastest way to reach us is from inside your own portal — sign in and open Support in the left-hand menu, then choose New request.
Filing it there is better than emailing, because the request arrives already carrying your depot, your account, and the page you were on — so we are not trading messages just to establish the basics. You can also follow its progress on that same page, and you'll get an email whenever the status changes.
If the gate is down and trucks are waiting, mark the request Urgent and it is flagged the moment it reaches us.
If a specific scan is involved, add the container number to the request — there's a field for it.
For anything else — questions about the product, pricing, becoming a customer, privacy requests, or if you can't sign in to your portal at all — email is the right route. We respond within one business day.
MalcolmAI is a business application for container yards, depots, and intermodal terminals. It is used by gate operators and yard staff at facilities that have a MalcolmAI account.
The app requires an account. It is not a consumer app and cannot be used without a depot that subscribes to MalcolmAI. If your facility does not have an account yet, request a demo and we will get you set up.
Each iPhone is linked to one depot. Your yard administrator generates an enrollment code from the MalcolmAI web admin (Settings → Gate → Gate Mobile Keys), then:
After that the app opens on an activity picker — Gate, Yard, Payments, or Monitor — showing only the products your depot has enabled. Your choice is remembered, and you can switch at any time using the arrows icon in the header.
A device can be moved to a different depot by enrolling it again with the new depot's code.
The app has a built-in Help Center covering the whole workflow — open Settings → Help. It includes:
Photos are analyzed on our servers, which normally takes a few seconds per photo. On a weak cellular signal it can take longer. If a scan sits on "Processing" for more than a minute, a Check status button appears — tap it to force a fresh check.
Every field can be corrected by hand on the review screen before you submit, and later from the web admin. Corrections are recorded in an audit trail. Low-confidence reads are flagged automatically and land in the web admin's review queue.
You can keep capturing. Photos queue on the device and upload automatically once the connection returns — see "Working Offline" in the in-app Help Center.
The device has not been enrolled, or its key was revoked by your administrator. Ask them for a new enrollment code and repeat the setup steps above.
Each product is enabled per depot. If a card is missing, your depot does not have that product turned on — check with your administrator.
| Requirement | Detail |
|---|---|
| Device | iPhone (the app is not designed for iPad) |
| iOS version | iOS 15.1 or later |
| Connection | Cellular or Wi-Fi. Capture works offline; uploads resume automatically. |
| Permissions | Camera (required, to photograph containers and scan QR codes) and Location while using the app (optional, to record where a scan happened) |
| Account | A MalcolmAI depot account and an enrollment code from your administrator |
Drivers using the self-service check-in flow do not need this app — that runs in a mobile web browser. Its device requirements are documented separately; ask us for the current list.
Scan photographs, extracted container data, and driver information are held on behalf of the depot that collected them — that depot is the controller of the data, and MalcolmAI processes it for them.
If you are a driver or employee and want to know what data a depot holds about you, or want it corrected or deleted, contact that depot directly. You may also write to us at info@malcolm-ai.com and we will route the request to the right operator and assist them in fulfilling it.
Depot administrators wanting an account closed and its data exported or deleted should email us from the account's registered contact address.
Full detail is in our Privacy Policy.
If the gate is not working and you suspect an outage rather than a device problem, file a request from your portal's Support page marked Urgent, and say what you are seeing on screen. That reaches us flagged and with your depot already attached.
If you cannot reach the portal at all, email info@malcolm-ai.com with URGENT in the subject line and include your depot name.
MalcolmAI LLC
Iowa City, Iowa, USA
Email: info@malcolm-ai.com
Web: malcolm-ai.com