FAQs

How can I download and install the PitchTracker Softball iOS mobile app?

To successfully install the PitchTracker Softball app for iOS, please click here or follow the steps below.

  • Launch “App Store” on your iOS mobile device
  • Click on the Search icon and search for PitchTracker
  • Click on the application from the search results
  • Click on the “Free” button then click on “Install”
  • You will need to sign in with your Apple ID password to proceed with the installation
  • After the application is finished downloading it will be ready to use

How can I contact support?

  1. Email support@diamondkinetics.com
  2. Submit a request in the ‘Contact Customer Support’ box on this page
  3. Use the in-app Customer Support feature
  4. Call the following number (M-F, 9 a.m – 5 p.m. EST): 412-223-5341 (Ext. 1)

Is there a PitchTracker Softball User Guide?

The PitchTracker Softball User Guide is readily available for download as a PDF.

Do you have any videos to help me set everything up?

Yes, we have a series of short tutorial videos listed on our YouTube page. You can also video our Tutorial Video tab in Support.

How many players can I use with my Smart Ball?

As a coach, you can use an infinite amount of players with one Smart Softball. However, each player will need their own profile and Premium Pitcher Softball subscription in order to record and keep data with the Smart Softball.

How do I set up profiles for more than one player?

Every player will need their own account to track and record data. Every Diamond Kinetics account requires a unique email to store and track individual player and pitch data.

If you are trying to set up a team, our Diamond Kinetics staff would be happy to assist you! Please download and fill out this Profile Creation Spreadsheet to set up groups with multiple players. After completion, email to rosters@diamondkinetics.com. All passwords for new accounts will be set as ‘temporary’ unless otherwise specified in email.

What mobile devices work with the my PitchTracker app?

The PitchTracker Softball app works on iPhone 5 and up as well as iPad Mini 2, iPad Mini 3, iPad Mini 4, iPad Air, iPad Air 2, iPad (4th gen), iPad (5th gen), iPad Pro 9.7″, iPad Pro 10.5″, iPad Pro 12.9″.

To download the app click here.

Does the PitchTracker Softball app work on Android devices?

No, the PitchTracker Softball app does not currently work with Android devices. Contact us to sign up to get updates on the progress of Diamond Kinetics apps for Android and other Diamond Kinetics announcements.

Development for Android requires building all of our apps completely from the ground up, specifically for that platform, which is a hugely significant amount of time. In addition, some of the features that make our iOS app stand out, are not available through the Android development platform.

Diamond Kinetics will certainly keep working toward making Android a reality, but it is a long term project that will take time and something we don’t have a solid release date for.

Where can I purchase a PitchTracker Softball?

You can order your Smart Softball online in our DK Shop on the website.

How much is PitchTracker Softball?

PitchTracker Softball costs $99.99 plus applicable tax. You can order yours now in the Diamond Kinetics Shop!

A Premium Pitcher Softball  Subscription is required in order to gain access to all that PitchTracker Softball has to offer

How much does the PitchTracker Softball app cost?

The PitchTracker Softball app is free to download on iOS devices. However, at the end of your 14-day free trial, to gain full-access to the PitchTracker Softball and all it’s features you will need to buy a Premium Pitcher Softball Subscription.

For more information on the Premium Pitcher Softball Subscription visit the Premium Pitcher Softball Page on our website.

Does it require a subscription?

PitchTracker Softball does require a Premium Pitcher Softball Subscription to gain access to all the features that PitchTracker Softball has to offer.

You will receive a free 14-day free trial that starts upon your first action in the PitchTracker Softball app.

How much is the Premium Pitcher Softball Subscription?

A Premium Pitcher Softball Subscription costs $9.99 per month or $89.99 per year.

What is included in my 14 day free-trial?

During your 14-day free trial you have complete access to the PitchTracker Softball app.

What is included in my Premium Pitcher Softball Subscription?

To learn more about what’s included in your Premium Pitcher Softball Subscription, visit our Premium Pitcher Softball Page.

How do I set up my Pitching Subscription?

You can set up a Premium Pitcher Softball  Subscription by clicking “Sign Up” when you open the app or by going to app.diamondkinetics.com/subscribe.

How do I continue my Premium Pitcher Softball Subscription after my free trial ends?

To continue your Premium Pitcher Softball Subscription from a free trial please visit our DK shop or go to app.diamondkinetics.com/subscribe.

When will I be charged for my Premium Pitcher Softball Subscription?

If you paid online, your first payment will be charged when your trial period ends. If you paid through iTunes, your first payment will be charged at confirmation of purchase.

Your subscription will automatically renew unless cancelled at least 24 hours before the end of the current period.

Do I have to pay for the Premium Pitcher Softball Subscription every month?

Yes, a monthly Premium Pitcher Softball Subscription is $9.99/month. Payment will be charged to iTunes Account at confirmation of purchase. Your subscription will automatically renew unless cancelled at least 24 hours before the end of the current period. Auto-renew may be turned off by going to your Account Settings after purchase.

Instead of monthly payments, you can purchase an annual Premium Pitcher Softball Subscription for $89.99.

How do I pay for my Premium Pitcher Softball Subscription through iTunes?

You can subscribe and pay for a Premium Pitcher Softball Subscription through your iTunes account. Payment will be charged to iTunes account at confirmation of purchase. Your subscription will automatically renew unless cancelled at least 24 hours before the end of the current period. Auto-renew may be turned off by going to your Account Settings after purchase.

No cancellation of the current subscription is allowed during active subscription period. Any unused portion of the free trial period will be forfeited when a purchase is made.

Why are my PitchTracker and SwingTracker subscriptions not the same?

SwingTracker and PitchTracker offer different features and are therefor not under the same subscription.

SwingTracker Softball, SwingTracker Softball, DK Expert, Axon Sports Softball and Axon Sports Fast-Pitch are all part of the Premium Hitter Subscription. If subscribed to the Premium Hitter Subscription you become a Premium Hitter and gain access to all that the Premium Hitter Subscription has to offer.

PitchTracker Softball is part of the Premium Pitcher Softball Subscription. If subscribed to the Premium Pitcher Softball Subscription you become a Premium Pitcher Softball and gain access to all that the Premium Pitcher Softball Subscription has to offer.

What is a Premium Pitcher Softball?

Having a Premium Pitcher Softball Subscription and access to all that the Premium Pitcher Softball Subscription has to offer makes you a Premium Pitcher Softball.

For more information, CLICK HERE.

How do I pay for my Premium Pitcher Softball account?

Having a Premium Pitcher Softball Subscription qualifies you as a Premium Pitcher Softball. You can pay for your Premium Pitcher Softball Subscription either online or in the app.

When online and log into your Premium Pitcher Softball account. Select the gear icon in the top-right hand corner of the page. You will see “Payment Methods” listed on the left hand side of the page. Here you can enter a credit card.

Does my PitchTracker account work for SwingTracker?

Yes! Although the subscriptions are not the same, you should have the same account log in and password for every Diamond Kinetics’ app; SwingTracker Softball, SwingTracker Softball, DK Expert, PitchTracker Softball, Axon Sports Softball and Axon Sports Fast-Pitch.

How do I cancel my Premium Pitcher Softball Subscription?

If you signed up for your Premium Pitcher Softball Subscription online, you can remove your credit card from the “Payments Method” tab.

Visit the apple website for details on how to turn off payments made on your apple device.

When will my order arrive?

Your Smart Softball should take between 3-5 business days to ship. The tracking link that you receive when your order is shipped will include an estimated arrival time.

Can I track my order?

You will be sent a shipment verification email once your order has been shipped. Your shipping confirmation email will include a link to track your package.

Something is missing in my order.

We are so sorry! Please contact us and tell us more so we can correct the problem.

What is PitchTracker Softball?

PitchTracker Softball is a system — consisting of a smart Softball and the corresponding PitchTracker Softball iOS app — to help players and coaches improve their throwing and pitching. PitchTracker Softball’s focus is to provide player easily accessible and understandable pitching/throwing metrics and analysis.

What is the Smart Softball?

The Smart Softball is the Diamond Kinetics’ Tech Enabled Smart Softball that works with the PitchTracker Softball app. Your Smart Ball has the same weight and feel as a regulation spec, full-grain leather Softball.

What comes in the box?

The PitchTracker package contains:

  • PitchTracker Smart Softball
  • 2 O-Rings
  • Wireless Charging Station
  • USB connection Cable
  • Quick Start Guide

Does it matter which hand I throw with?

Nope! PitchTracker Softball works for both right-handed and left-handed pitchers!

Can I use it in a game?

PitchTracker Softball is designed as a practice and training tool and is not intended for use during a game.

I have more than one player playing Softball. Do I need to buy a separate Smart Softball for each child?

No, you do not need to buy a separate Smart Softball for each player.

But, we recommend that you set up a unique Premium Pitcher Softball Subscription and Diamond Kinetics account for each player using the device to ensure best use of the PitchTracker Softball.

Can I use the wireless charging pad to charge my SwingTracker sensor and Smart Softball?

Yes! The same wireless charging pad can be used to charge both your SwingTracker sensor and Smart Softball.

How do I make sure that I don't exceed my data limit on my mobile device?

In the PitchTracker Softball app under “Settings”, you can turn off “Use Cellular Data”.

If you do not turn cellular off, we recommend that you connect to a wifi network in order to reduce data transferred over your data plan. This is especially important if you are uploading a lot of videos.

How do I pair my Smart Softball with my mobile device?

Follow the steps below to properly pair and link your mobile device to your Smart Softball.

  • Fully charge your Smart Softball
  • Select the Settings icon on your mobile device and then select Bluetooth. If Bluetooth is not enabled, turn it on.
  • Select “PitchTracker ”. It may take 15-30 seconds for PitchTracker to appear.
  • It will take approximately 15-30 seconds for the Smart Softball to pair with the device. When paired, you will see a “Throw Now” button on the dashboard of the app.

Can I link my Smart Softball to multiple devices?

You can only pair your Smart Softball to one device at a time. You can change the pairing of your Smart Softball by following the standard pairing procedures.

I forgot my password. How can I reset it?

Click on “Forgot Password” in the “Sign In” screen and enter the email address used to register your Diamond Kinetics account. You will receive an email with instructions on resetting your password.

How do I logout of the app?

Select the three (3) stacked lines in the lower left hand corner of the screen. This is your Settings menu. At the bottom of the menu that slides out you will see the “Logout” option.

How do you charge the Smart Softball?

Your Smart Softball arrives with a charge, but we recommend you charge it fully before throwing more than a few pitches.

  1. Plug the charging station into a powered USB port.
  2. Place the O-ring down on the center of the charging pad
  3. Place the Smart Softball on top of the O-Ring on the charging pad. You should see a graphic on the Smart Softball to know what side to place down.

When you place the Smart Softball on the charger you should hear a beep that allows you to know it’s charging.

Never force a charge cable into the USB port of your PitchTracker charging station. If the charge contact does not easily fit, confirm that they are properly aligned before attempting to insert again.

ONLY use the USB charging cable provided to charge your Smart Softball. Diamond Kinetics is not responsible for the operation of third-party accessories.

How do you know the battery is running low?

A battery indicator is listed at the top of the PitchTracker Softball app screen when you are paired with the app collecting pitch data. The app will alert you when the battery is low.

How long does it take to charge?

If your Smart Softball is fully depleted, it will take about 2.5-3 hours to charge. The higher the starting charge, the less time it will take to be completely charged.

How long does the charge last?

On average a full charge will last 7 hours with continuous use. To maximize the charge, we suggest turning off the Smart Softball when it is not in use.

How do you turn the Smart Softball on/off?

Turning the Smart Softball on:
To turn your Smart Softball on simply toss it up in the air, making sure to put spin on it. To check that your Smart Softball has turned on, go into your PitchTracker Softball app. At the bottom of the page you will see a green menu with three circles in the middle. The circle to right is your sensor icon. This will appear green if the Smart Softball is on and grey if the Smart Softball is off.

Turning the Smart Softball off:
To turn off your Smart Softball, select the menu in the lower left hand corner (three stacked lines) then select “Smart Ball”. Once here, you should see a “Smart Ball Off” option at the top of the page. Select this option and your Smart Softball will be shut off.

Your Smart Softball will also turn off on it’s own after 15 minutes without use.

What happens if I forget to turn off my Smart Softball?

The SmartSoftball will go into sleep mode.
Moreover, the SmartSoftball will turn off automatically if the ball does not move for 15 minutes.

How many pitches can the Smart Softball capture before it gets full?

There is no limit to the number of pitches your Smart Softball will capture if you are in ‘online mode’ and actively paired with an iOS mobile device.

What is Disconnected Mode?

You are still able to capture pitches with your Smart Softball even when it is not connected to a mobile device. This is Disconnected Mode. The pitches will be stored internally in the softball until they can later be uploaded to your PitchTrackerSoftball app.

To transfer pitches from the smart ball to your app, pair the Smart Softball to your device. Next log in to the PitchTrackerSoftball app. Once in the app you will be notified that there are pitches on this device. Select that you would like to “Create a Session”. You will see the stored pitches begin to transfer over.

When charging your Smart Softball, you are not able to transfer pitches to your device that you have taken while in Disconnected Mode.

Is the Smart Softball waterproof?

The Smart Softball is similar to a softball and is not waterproof. Extended exposure to water can cause the ball to become waterlogged and damage the internal components.

If your Smart Softball gets wet, dry it thoroughly before using or charging. Do not attempt to dry it with an external heat source, such as a microwave oven or hair dryer.

Smart Softball that are damaged as a result of exposure to liquids are not serviceable and are not covered by the Manufacturer’s Warranty.

What is the proper way to clean the Smart Softball?

The Smart Softball can be wiped off if worried about dirt. Do not submerge the Smart Softball in water in order to clean.

Can I charge the Smart Softball with a wall charger?

Only use the charging pad and USB Cable that comes with your Smart Softball to charge it.

How should I store the Smart Softball?

There is no storage case for Smart Softball. You can simply store it with the rest of your softball gear!

How does data move for the Smart Softball to my mobile device?

BlueTooth is used to transfer data from the Smart Softball to your iOS mobile device.

How do I know the Smart Softball is collecting data?

Throw a pitch and check the PitchTracker Softball app to confirm that the pitch is being captured or if the app did not register a pitch.

If your Smart Softball is not collecting data:

  • Confirm that your Smart Softball is turned on
  • Confirm that it is connected to your device.  At the bottom of the page you will see a green menu with three circles in the middle. The circle to right is your sensor icon. This will appear green if the Smart Softball is on and grey if the Smart Softball is off.

Can I throw my Smart Softball against brick or stone?

Please do not throw your Smart Softball off brick or stone! This will damage the internal components!

Smart Softballs that are damaged as a result of throwing it against brick, stone or any other hard surface are not serviceable and are not covered by the Manufacturer’s Warranty.

Can I hit my Smart Softball with a bat?

Please do not hit your Smart Softball with a bat! This will damage the internal components of your Smart Softball.

Smart Balls that are damaged as a result of hitting them with a bat are not serviceable and are not covered by the Manufacturer’s Warranty.

How would I use PitchTracker with my team?

PitchTracker Softball can add new dimensions to your coaching sessions. With the Smart Softball and the PitchTracker Softball app you can provide tangible facts and data with the pitch feedback you deliver to players.

Our bullpen session option also allows you to help players to create bullpens that tailor to a specific workout.

Plus, you can access your players’ pitch data, compare individuals and make training and drill suggestions and review their progress between sessions.

Can a coach/admin access a player’s pitches from another device?

A coach can access a player’s account from any device that they sign into using the app or the website.

Is an email address required to add a new account?

Yes, you will need a unique email address for each new Diamond Kinetics account.

Can I access a player’s data from my mobile device?

Yes. Using our groups feature, you can easily add and manage the data of a whole team of pitchers and quickly switch between each player’s account during practice.

How accurate is your Release Velocity Metric?

The average error is less than 0.5 mph. Most pitches are within 2.5 mph. However, occasionally, about 1 pitch in 20, you might see a pitch that’s more than 5 mph off.

How can I improve the accuracy of my Release Velocity?

If you are having trouble with velocity, hold the ball still for a moment before you throw. We don’t want to mess with your normal routine, so before you start your windup, pause with the ball completely still, then start your normal windup.

How accurate is your Spin Rate Metric?

From a mound (60 ft 6 in) our spin rate accuracy is ± 25 rpm.

How can I improve the accuracy of my Spin Rate?

If you are throwing directly into a net, please make sure you are at least 15 ft away from the net to insure spin rate accuracy. The further away you are from the catcher/net, the more accurate your spin rate.

Does Diamond Kinetics share my personal information with third parties?

We take privacy seriously at Diamond Kinetics. We do NOT share any personally identifiable information with third parties without explicit user or parent consent.

What happens if my child registers an account on a Diamond Kinetics app or DiamondKinetics website?

When a user age 12 or under registers with Diamond Kinetics, we seek parental consent to allow them to use any of our services that require collection of personally identifiable information.

Users under the age of 12 who attempt to register with Diamond Kinetics will be asked to provide their first name, first initial of their last name, a screen name, and a parent email address. Diamond Kinetics will then engage with the parent of the user for permission prior to collecting any additional personal information.

Can I change what information my child can share?

For users age 12 or under, we only collect the minimum information needed to register for the account and seek parental permission. Users age 12 and under cannot access photo or video sharing functionality without verified parental consent. Parents have the ability to change the functionality shared.