Support

Something not working, or not working the way you expected? Report it from the unit to include the details we need.

Getting help

On the unit, Support ▸ Report a problem sends your description together with the support bundle described below. Your ticket and its status show under Support ▸ Tickets. If the unit is offline when you tap Send, the report waits and goes as soon as there is a connection. The software tells you if it could not get through.

Help on the unit. Support ▸ Troubleshooter answers questions and knows the common fixes. It makes a change for you only when you allow it, and you can undo any change it makes.

Remote help only with your permission. If we need to look at your unit, we ask first and the request appears on your screen. Nothing happens until you tap Allow. Access ends when you tap End or when the agreed time runs out, and the unit keeps a record of everything done during the session. Any custom fix for your unit is installed as a trial that you can undo with one tap.

Away from the unit? Use the contact form and tell us what you were doing, what you expected, and what happened instead.

Ask a question

What a support ticket contains

The unit puts together a small bundle you can open and read first, adds your description, and asks you before it sends anything.

Logs — the software's own notes on what it did during the session, so we can see what happened.
Your settings — so we can reproduce your setup.
Version and computer details — the exact software version, the camera in use and the version of Windows.
Your description — what you typed into the ticket.
Recent chat and notes — the last messages in the unit's chat, including anything you or the troubleshooter wrote there.
A picture of your target — one still from the camera, taken as the report is put together. The last round's summary picture goes too, so we can see what the camera saw.

If the software crashed, a crash report goes with it too. The privacy page lists exactly what that holds, and the boxes on the ticket form you can uncheck.

What never leaves your unit on its own. Color stills, session recordings, the live view, your target photos and your round history stay on the unit unless you choose to send or stream them. None of it is sent in the background. A ticket goes only after you tap Send, and a recording goes only if we ask for it and you choose to upload it.

Battery safety

Your kit's batteries are lithium iron phosphate (LiFePO4) packs. Treat them with care:

Do not charge below freezing (0 °C / 32 °F). Bring a cold pack indoors and let it warm up before you charge it.
Use only the charger that came with the kit.
Do not open, puncture or short a pack. Keep metal tools and loose wires away from its terminals.
Keep it dry, and do not leave it in a hot vehicle.
Over the winter, store it part-charged in a cool, dry place.
Stop using a pack that is swollen, hot or smells, move it away from anything that can burn, and contact us.
Leave the fuses in place. Never bypass one.
When a pack reaches the end of its life, follow your local disposal rules for lithium batteries.