Contact us
Email adi@cipherden.com. In the app, MORE → Help & support → Email support opens an email with details about your tablet filled in. Those details are the app version, your plan and a few counts. They never include player names or personal details, and you see them before anything is sent.
Club Pro: we aim to reply within 1 business day.
Free plan: we aim to reply within 3 business days.
Business days are Monday to Friday. These are goals for a small team, not guarantees, and a complicated problem can take longer to fix than to answer. Club Pro messages are answered first.
What to put in your message
- What you were doing, what you expected, and what happened instead.
- Whether it happens every time, and since when.
- A photo or screenshot of any message on the screen.
- If it is about phones or the TV: the kind of Wi-Fi network (a router you control, or a shared venue network).
Please do not send passwords, your Staff PIN or Recovery code, or camera logins. We never need them.
Common questions
The TV page does not load
The tablet and the screen must be on the same Wi-Fi, and CourtSync must stay open on the tablet, plugged in. In the app, open MORE → Open TV display for the address to type on the screen. The TV display is a Club Pro feature.
Phones cannot check in
Phones must be on the venue Wi-Fi, not mobile data. Some venue and guest networks stop devices talking to each other (“client isolation”): ask whoever runs the Wi-Fi to turn it off, or use a separate router for the tablet. Phone check-in is a Club Pro feature.
I forgot the Staff PIN
On the PIN screen choose “forgot PIN” and enter the Recovery code you wrote down when you chose the PIN. If the code is lost there is no way in other than reinstalling the app, which removes the data on that tablet. We cannot reset a PIN for you.
Cloud backup is not backing up
You must be signed in (not guest mode) and on Club Pro. Open Settings → Cloud backup to see the state. If it says the daily limit is reached, backups resume on their own the next day. Back up now forces one.
I have a new tablet
Sign in with the same account, then Settings → Cloud backup → Restore. It replaces what is on the new tablet with your last backup. The Staff PIN, DUPR keys, recordings, branding pictures and session history are not in the backup and have to be set up again.
My features disappeared
The 30-day Club Pro trial or the subscription has ended, so the Free plan applies: up to 3 Courts and Paddle Stacking. Nothing is deleted. Open MORE → Plan & billing to subscribe, or Restore purchases if you already did.
It says my trial is paused
The free trial has to be checked against our records once, which needs the internet. If the tablet has not been online within a week of the trial starting, the trial pauses and the Free plan applies. Connect the tablet to the internet (a phone hotspot is enough) and it carries on from where it would have been. Nothing you entered is lost.
I reinstalled and my trial is shorter
The free trial is once per tablet and a reinstall does not restart it, so it carries on from the day it first started. A factory reset gives the tablet a new identity. If the trial ended before you were ready, subscribe from MORE → Plan & billing; nothing you entered is deleted.
Billing, refunds and cancelling
Club Pro is billed by Google Play, so cancelling and refunds are done there (Play Store → Payments & subscriptions → Subscriptions). We cannot see or change your payment details.
Recording does not start
Allow the camera and microphone when asked. For an IP camera, check the address (for example rtsp://user:password@192.168.1.50:554/stream1) and that the tablet and camera are on the same network. Recordings are kept on the tablet only.
Your data and your account
To delete your account and cloud backup, follow the deletion instructions. For privacy requests, see the Privacy Policy; we answer them within 30 days. How the app is used is covered by the Terms of Service.