SUPPORT

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 Softball
• 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

What devices work with my PitchTracker Softball app?

For a complete list of devices that PitchTracker Softball is compatible with, CLICK HERE.

How can I contact support?

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

Is there a User Guide for PitchTracker Softball?

The PitchTracker Softball User Guide is readily available HERE

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

Yes, we have a series of short tutorial videos listed in the Tutorial Video section of  PitchTracker Softball support.

How many players can I use with my Smart Softball?

The PitchTracker Softball is not tied to one specific player account. 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. You cannot create multiple users under one account.

For instance, a coach who is training with a team of 10 players, will need 10 accounts and 10 Premium Pitcher Softball Subscriptions for his 10 players. The coach will be able to use one sensor for all 10 players.

Can I make multiple profiles under one account?

No, an account is for an individual user. There is no way to set up multiple users and profiles under one account.

Does the PitchTracker Softball app work on Android devices?

While we would like to support both platforms in the future, PitchTracker Softball is currently only available on Apple Devices that run the previous iOS version.

If iOS 13 is the current version, your Apple Device must run at least iOS 12.

Where can I purchase a PitchTracker Softball?

You can order PitchTracker Softball online at our website, on Amazon. PitchTracker Softball is also available in select Dick’s Sporting Goods stores.

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 a free download on iOS devices. However, costs come with a Premium Pitcher Softball Subscription and for the PitchTracker Softball itself.

Does it require a subscription?

PitchTracker Softball has a Premium Pitcher Softball Subscription. This allows a player to gain all of the features and metrics that PitchTracker Softball app has to offer.

You will receive a free 14-day free trial that starts upon taking your first pitch in the PitchTracker Softball app. Once this 14-day free trial is over you, the premium features in the app will begin to lock down. You will need to subscribe to Premium Pitcher Softball Subscription to unlock these premium features.

To learn more about what is included with your Premium Pitcher Softball Subscription CLICK HERE.

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, CLICK HERE.

How do I subscribe to Premium Pitcher Softball?

You can subscribe to Premium Pitcher Softball by following this link.

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.

Is there a bundle subscription for both Premium Hitter Softball and Premium Pitcher Softball?

No, there is no bundle subscription for Premium Hitter Softball and Premium Pitcher Softball.

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 menu.

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

When will my order arrive?

Once an order is placed our shipping facility has up to 2 days to process the order. From there it may take between 2-4 days to ship to your location.

The tracking link that you receive when your order is shipped will include an estimated arrival time.

International orders can take between 1-3 weeks to ship.

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.

Can I return my PitchTracker Smart Softball?

If the PitchTracker Softball has been unopened and unused within 30 days of purchase, Diamond Kinetics offers a full refund. All other returns must fall under the manufacturer’s warranty.

What is the warranty on my PitchTracker Softball?

Diamond Kinetics warrants that the PitchTracker product will be free from defects in workmanship and materials, under normal consumer use, for a period of ninety (90) days from the original purchase date.

What comes in the box?

The PitchTracker package contains:

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

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.

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

PitchTracker Softball uses BLE Connection and connects through the app directly.

To learn how to connect through the app, CLICK HERE

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 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.

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 a 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.

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 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.

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

Yes, if the Player and Coach are in a group together, the Coach will be able to view the players pitches from a separate device as long as the player is subscribed.

Is an email address required to add a new account?

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

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 13 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 13 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 13 or under, we only collect the minimum information needed to register for the account and seek parental permission. Users age 13 and under cannot access photo or video sharing functionality without verified parental consent. Parents have the ability to change the functionality shared.