SUPPORT

How can I download and install the iOS mobile app?

To successfully install SwingTracker Softball for iOS, please follow the steps below.

• Launch “App Store” on your iOS mobile device
• Click on the Search icon and search for SwingTracker 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

*SwingTracker Softball is only available for Apple Devices

What devices work with my SwingTracker Softball app?

For a complete of devices that SwingTracker 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 SwingTracker Softball?

The SwingTracker 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 SwingTracker Softball support.

How many players can I use with my SwingTracker sensor?

The SwingTracker sensor is not tied to one specific player account. As a coach, you can use an infinite amount of players with one sensor. However, each player will need their own account and Premium Hitter Softball Subscription in order to record and keep data with the sensor. 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 Hitter 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 SwingTracker Softball work on Android devices?

While we would like to support both platforms in the future, SwingTracker 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.

My bat straps broke, where can I purchase a new one?

To purchase a new bat strap, please visit our Store.

Where can I purchase the SwingTracker sensor?

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

You can also order SwingTracker and Smart Bats from Marucci’s website.

How much does the SwingTracker sensor cost?

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

How much does the SwingTracker Softball app cost?

The SwingTracker Softball app is a free download on iOS devices. However, costs come with a Premium Hitter Softball Subscription and for the SwingTracker sensor itself.

Does it require a subscription?

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

You will receive a free 14-day free trial that starts upon taking your first swing in the SwingTracker 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 Hitter Softball Subscription to unlock these premium features.

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

How much is the Premium Hitter Softball Subscription?

A Premium Hitter Softball Subscription costs $4.99 a month OR $54.99 a year for access to the SwingTracker Softball app.

What is included in my 14 day free trial?

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

What is included in my Premium Hitter Softball Subscription?

To learn more about what’s included in your Premium Hitter Softball Subscription, CLICK HERE.

How do I subscribe to Premium Hitter Softball Subscription?

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

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

If you signed up for your Premium Hitter 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 that we can correct the problem.

Can I return my SwingTracker?

If the SwingTracker Sensor 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 SwingTracker Sensor?

Diamond Kinetics warrants that the SwingTracker product will be free from defects in workmanship and materials, under normal consumer use, for a period of twelve (12) months from the original purchase date.

What comes in the box?

The SwingTracker package contains:

• SwingTracker sensor
• Sensor Mount
• Sensor Strap
• Charging Station with USB connection
• Storage Pouch
• Quick Start Guide

Can I use it in a game?

SwingTracker is designed as a practice and training tool. However it is approved for:

• NCAA softball (in-bat use)
• Perfect Game Events (in-bat and External use)
• Arizona Summer League (External use)
• Gulf-Coast Summer League (External use)

How do I pair my SwingTracker sensor with my mobile device?

Follow the steps below to properly pair and link your mobile device to your SwingTracker sensor.

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

If you have issues pairing your device, confirm that your iOS device operating system is up to date.

Can I link my SwingTracker sensor to multiple devices?

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

I forgot my password. How can I reset it?

Click on “Forgot Password” in the “Sign In” screen. The forgot password link will be sent to the email that you used at Sign-Up.

How do you charge the SwingTracker Sensor?

Your SwingTracker sensor arrives with a charge, but we recommend you charge it fully before taking more than few swings.

• Remove the sensor from the sensor mount.
• Plug the charging station into a powered USB port
• Place the SwingTracker in the center of the charging station

How long does it take to charge?

If your sensor is fully depleted, it will take about 2.5 to 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 sensor when not in use.

How do you turn the sensor on/off?

Turning the SwingTracker sensor on :
With the sensor attached, hold the handle and tap the barrel of bat on the ground twice to turn on the sensor. You will see a green light flash rapidly if not paired. The light will flash slowly when paired to an iOS device.

Turning the SwingTracker sensor off:
When your sensor is on and paired, select the sensor icon in the upper right-hand corner of the app (dot with curved lines).
At the top of this page, you’ll see Turn Sensor Off , select this option. You will then see a red light on your SwingTracker sensor to signal the sensor shutting off.

What happens if I forget to turn it off?

Moreover, the sensor will turn off automatically if the sensor does not move for 15 minutes.

Is the sensor waterproof?

The SwingTracker sensor is splash-proof, however significant exposure to water may cause damage to your sensor.

• Do not use your sensor in the rain.
• Do not spill any food or liquid on your sensor.

If your sensor 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.

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

How should I store the sensor?

Store the sensor in the provided protective pouch.

Keep the device stored in a cool, dry place at room temperature.
Avoid extreme temperatures.
It is ideal to operate your sensor between 32 and 95 F (0 to 35 C)

Avoid dramatic changes in temperature or humidity when using your Diamond Kinetics sensor, as condensation may form with the sensitive electronic components of your sensor.

Does the sensor strap fit every bat?

The sensor strap and mount will work with all bats with the exception of Axe handle bats.

How do you best attach the strap and the sensor onto the bat?

To attach the strap to the bat, follow the below steps:

1. Place the end of your bat on a firm surface with the knob pointing upward.
2. Stretch the round hole in the center of the sensor strap over the knob.
3. Position the sensor mount on top of the bat knob.
4. Hold the sensor mount in place with one hand

How do I know the sensor is collecting data?

Take a swing and make contact to register a good swing. Check the SwingTracker Softball app to confirm that the swing is being captured or if the app did not register a swing.

If your sensor is not collecting data:

• Confirm that your sensor is turned on and glowing green
• Confirm that it is connected to your device by touching the “Swing Now” on your home screen. If you are connected, it will say “Swing Now”. If you are not connected, it will say “Connect Sensor”.

Can a Coach/Admin access a player’s swings from another device?

Yes, if the Player and Coach are in a group together, the Coach will be able to view the players swings from a separate device.

Is an email address required to add a new account?

Yes, you will need a unique email address for each new 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 nickname, 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.