How can we help?
For a tracking problem, use Report a bad trace inside the tracer. It sends diagnostics without uploading the footage. Do not email private youth footage unless support specifically requests it and you have permission to share it.
Bad automatic trace
Open the side menu and choose “Report a bad trace.” Describe whether the line followed the bat, started late, or lost the ball.
Account or password
Use “Forgot password?” on the sign-in page. Open the newest reset email on the same device.
Billing and cancellation
Open the tracer, tap your plan, then choose Manage subscription. App Store billing is managed by Apple.
Video will not open
Try the original MOV or MP4 and keep the page open while the on-device compatibility converter runs.
Export problem
Keep the tab active until recording and saving finish. Include browser, device, and export settings in your message.
Privacy or deletion
Use Delete account while signed in. Privacy and youth-consent requests receive priority handling.
Response process
- Safety, privacy, unauthorized billing, or child-data report: acknowledge within one business day and begin containment immediately.
- Account access, paid-feature, and export failure: target an initial response within two business days.
- General feedback: review during the weekly product triage.
- Every request receives a reference or email thread; deletion requests target completion within seven days.
Current support address: jsintes34@gmail.com. A branded domain address will replace it after domain setup.