Support

Something not working?

Last updated: August 28, 2026

Start with the three fixes below. They cover most of what we see. If none of them is your problem, write to us and we will answer.

Reach a person here:

support@rundownsports.app

Rundown is built and run by a coach in Vancouver, B.C. This inbox is read by a person, and a person answers it. It is watched on tournament weekends too, because that is when this app is in someone's hand.

Faster still: use Report a problem inside the app. It sits at the bottom of the start screen, Swing Lab, Coaches Corner and sign-in, and on the result card after every play. It fills in your build, your browser and the error code for you, so you do not have to describe anything technical.

The three fixes that solve most of it

Swing Lab will not start, or gets stuck reading

Turn graphics acceleration back on

Swing Lab reads the swing with your device's graphics chip. Some browsers ship with that switched off, and a few work networks block it. When it is off, Swing Lab falls back to a slower reader, and on an older phone that fallback can time out.

Open the startup check on the device that is failing. It runs the exact startup Swing Lab runs and prints the real result line by line, including the WebGL row. Screenshot that page and send it. It tells us in one look what an hour of back and forth would not.

In Chrome the setting is Settings, System, "Use graphics acceleration when available". Restart the browser after changing it.

An iPhone clip will not load into Swing Lab

Use Safari for iPhone video

iPhones record in HEVC. Safari on iOS decodes it. Chrome on iOS does not decode it the same way, so the clip loads as a black frame or does not load at all. Open rundownsports.app/app/swing/ in Safari and upload there.

If you would rather stay in Chrome, set your iPhone camera to Most Compatible: Settings, Camera, Formats, Most Compatible. New clips record as H.264 and load anywhere.

The app looks out of date, or a fix you were told about is not there

Force a fresh copy

Rundown installs like an app and keeps a copy on your device so it works with no signal at the field. That copy can hold on too long after the app updates.

On iPhone or iPad: close every Rundown tab, then reopen it. If it was added to your home screen, close it from the app switcher first. On a computer: hold Shift and click reload. To be certain, open the app and check the build line in a report from Report a problem. It names the exact copy your device is running.

By screen

The game

You think an answer is keyed wrong. This is the one we most want to hear. Answer the play, then tap This answer looks wrong at the bottom of the result card. It sends the scenario number, the sport, the option you tapped and the one we keyed, so we can look at the exact play rather than guess at it. Every one of these gets read by a coach.
The field does not draw, or the play freezes. Report it from the bottom of the start screen. The report carries your build and browser.
Your scores disappeared. Local scores live in this browser only. Private or incognito windows throw them away on close, and clearing site data clears them too.

Swing Lab

Start with the two Swing Lab fixes above.
If the read comes back thin, the clip is still yours to keep. Film from the side with the whole body and the full bat arc in frame, one swing, under ten seconds. Handheld is fine and any phone is fine.
Your video is never uploaded. It is read on your device and it stays there. That holds for support too: a bug report from Swing Lab carries no video, no still frame and no body-position data. Ever. You can read the whole report on screen before you send it.

Coaches Corner

A plan is built on your device from what you set. If a plan comes back empty, check the minutes and the number of players, then build it again.
Printing a one-pager uses your browser's print dialog. If nothing appears, a popup blocker is the usual cause.
Anything else: Report a problem at the bottom of the planner.

Signing in

Coach sign-in is a one-time link by email. There is no password to lose.
The link is good for one hour and works once. If you opened it and landed back at sign-in, ask for a new one.
Open the link on the same device you asked for it from. A link opened on a different phone signs that phone in, not the one you are holding.
Not arriving: check spam, then check whether your club or school mail filters unknown senders. School and work networks block more than people expect.
Still stuck: report it from the bottom of the sign-in screen and quote any code shown on screen. Codes start with AUTH-.

Billing

Web season passes: Payments run through Stripe and do not renew automatically. Receipts come from Stripe to the email on the account. Rundown never sees or stores your card number.
Apple subscriptions: When Rundown subscriptions are available on the App Store, Apple handles the charge, receipt, renewal, cancellation, and refund request. Manage or cancel the subscription in your Apple Account settings.
Refund rules and instructions for both purchase types are on the Refund Policy page.
Charged for something you did not expect: email support@rundownsports.app from the address on the account. Money questions get answered before anything else.

Deleting an account

Use Delete Account while signed in to remove the Rundown account and its roster, gameplay, and paid-access data.
A verified request normally finishes immediately. If a service problem interrupts it, the request is queued and completed within 30 days.
Deleting the Rundown account does not cancel an Apple subscription. Cancel the subscription in your Apple Account settings first if you do not want it to renew.

What to send us

If you use Report a problem inside the app, everything below is filled in for you. If you are writing by hand, these five lines get you an answer in one round instead of four:

What you tapped, and what happened instead.
Which screen: the game, Swing Lab, Coaches Corner, sign-in or billing.
Phone or computer, and which browser.
Any code on the screen. Swing Lab codes start with SL-, sign-in codes with AUTH-.
Whether it happens every time or happened once.

Please do not send video. Swing Lab is built so that we never have it.

Privacy, in one line

A bug report carries what is printed on the screen when you send it, and nothing else. No video, no still frame, no body-position data, no file names, no contents of the app's storage. The full privacy policy covers everything else.

Ball questions go to a person

Ask the assistant who covers a bag and it hands you to Ben. Every call in the app is ruled by a coach and the reasoning is logged with a date, so that is where the answer comes from.

Not a support question

A play we got wrong: This answer looks wrong, inside the game. It reaches the same inbox with the scenario already attached.
Something you wish it did: same address, and say so plainly. Coach requests are how most of this got built.
Parents' questions about what we collect from a child: Parents Corner.