Support

How to get help

Email admin@swimtec.com. We reply within one business day. There is no phone queue and no separate ticket portal — email reaches the people who build and run the system.

It helps to include:

• Your organization name.
• Which app you were using (Director on desktop, iPhone, or iPad; Designer; a player).
• What you expected to happen and what happened instead.
• Roughly when it happened, and the venue or event if it was live.
• A screenshot or photo of the screen, if there is one.

If you're not a customer yet, use the contact form instead — that reaches the same inbox with the questions we need answered to quote a project.

SwimTec Director for iPhone and iPad

SwimTec Director is the live control app for an aquatic venue's scoreboards and video walls. From an iPhone or iPad on the deck you can see every screen, change what each one is showing, run the scoreboard, and push images and video — the same control surface as Director on the desktop.

The app requires an existing SwimTec organization account with an operator role. There is no signup inside the app: accounts are provisioned by your organization, and an owner or admin invites you and assigns your role. If you don't have an account yet, ask the person who administers SwimTec at your venue, or emailadmin@swimtec.com and we'll point you to them.

Troubleshooting the app

Sign-in doesn't work

Sign in with the same SwimTec ID (email address) you use on the web. Check that your organization's subscription is active and that your account still has an operator role — an owner or admin can confirm both. If sign-in still fails, sign out from the app's menu and try again, then email us with the email address you're using and the error text you see.

A red “OFFLINE — control paused” banner appears

The device lost network connectivity, so the app stopped sending commands rather than sending stale ones. Your players and Conduit keep running and your screens keep showing what they were already showing. Reconnect to Wi-Fi or cellular and control resumes automatically — the banner clears itself, and there is nothing to restart.

A screen shows as offline

That screen's player can't reach the platform. Check its power and network cable or Wi-Fi, and confirm other devices at the venue are online. A player that has lost connectivity keeps playing its cached content, so the wall may still look correct while the app reports it offline. If the player is online and still shows offline in the app, email us with the screen name and the time.

Live timing data isn't arriving

Timing data reaches the platform through Conduit on the venue network, not through the phone or tablet. Confirm the Conduit computer is running and connected to the timing console. If your venue is air-gapped and you entered a Conduit address manually, re-check that the address is right and that the iPhone or iPad is on the same local network.

Deleting your account

Email admin@swimtec.com from the address on the account to request deletion of your account and its personal data. See theprivacy policy for what we delete, how long it takes, and what event data stays with your organization.

Policies

• Privacy Policy — what we collect and why, including the iOS app.
• Terms of Service — accounts, billing, and acceptable use.
• Contact — sales, hardware scoping, and rentals.
• System status — live platform health and recent incidents.
• FAQ — sports, timing systems, offline playback, and pricing.