Support

Get in touch

Email support@racketpilot.com. We aim to answer within TODO: response time commitment, e.g. two working days.

By phone, 971-717-8866, during TODO: the hours the phone is actually answered - a number with no stated hours is read as one somebody picks up.

It helps to tell us which phone you are on, whether you are a player or a stringer, and what you saw happen. If something went wrong in the app, roughly when it happened is enough for us to find it in the logs.

If it is about one particular job, quote its number. Every job has one - “Job #12” - shown at the top of the job screen and on the row in your list. It is the fastest way for us to find the right one, because a stringer may well have several jobs of two rackets dropped off on the same day.

Trouble signing in

Signing in opens your browser rather than a form inside the app. That is deliberate - your password is only ever typed into our accounts page, never into the app itself.

• Forgotten password. Use the “forgot password” link on the sign-in page and we will email you a reset link.
• Signed up with Google. Use the Google button rather than a password. There is no password on the account to reset.
• The browser opens and comes straight back. Usually a stale session. Sign out fully, then try once more.

Delete your account

In the app: Account → Delete account. It tells you what goes and what stays, asks once more, and does it there and then. Nothing is queued and nobody reads your request first.

If you cannot get into the app - a lost password, a phone you no longer have - email privacy@racketpilot.com from the address your account uses, with the subject Account deletion request. We will confirm it is you, do the same thing by hand, and write back when it is done - within TODO: turnaround for the email route, e.g. 30 days.

What goes:

• your name, email address and sign-in credentials, including any passkeys;
• your rackets, and the serial numbers and nicknames on them;
• your picture, and the devices you were getting notifications on;
• if you are a stringer: your catalog, your prices, your stock and your serving locations.

What stays, and why:

• A stringer’s record of work they actually carried out remains part of their own business records, stripped of anything that identifies you.
• Messages you sent stay in the other person’s conversation, shown as being from a former user. They are that person’s record of what was agreed as much as yours.
• Reports you filed about somebody else, because they are how that person is dealt with.
• Anything we are required by law to retain, for as long as that requirement lasts.

Your personal data is removed from RacketPilot: no screen, search or export can reach it again, and nobody using the app sees it. An internal, append-only log of what happened keeps a copy, which is not shown to anyone and is not used to rebuild an account.

One thing has to be dealt with first. If a job is still unfinished - rackets in somebody’s hands - deletion is refused and names the jobs, because a party who disappears mid-job leaves the other one with nothing to go on. Finish or cancel them, then delete.

The full picture is in the Privacy Policy.