Support | Soar

Need help with the CourtView app, kiosk check-in at a partner facility, the Reforge iOS or macOS app, or your Soar account? Email us and we’ll get back to you within two business days.

CourtView — common questions

I’m not receiving the sign-in code.

Check that you entered your phone number with the correct country code. SMS delivery can take up to a minute on some carriers. If it still doesn’t arrive, email [email protected] with your phone number and we’ll investigate.

My match or clip isn’t showing in the app.

Matches and clips normally appear within a few minutes of your session ending. If it’s been more than 30 minutes, pull down to refresh. If it still isn’t there, email us with the venue name, court number, and approximate time of your session.

How do I delete my account?

In the CourtView app: Profile → Settings → Delete Account. You’ll be signed out immediately and your personal data (including any appearance embedding derived from your match video) is purged from our systems within 30 days.

The kiosk isn’t finding my account at check-in.

At the kiosk, check in with the phone number you signed up with (including the correct country code). If your account still isn’t found, you can sign up again at the kiosk, or email us with your name, phone number, and the facility name.

I’m a facility operator and need setup help.

Operators should reach out to [email protected] for venue-setup and installation support.

Reforge — common questions

My iPhone can’t find my Mac on the local network.

Make sure both devices are on the same Wi-Fi network and that the Reforge Mac app is running. On iOS, allow Local Network access when prompted (you can change this later in iOS Settings → Privacy & Security → Local Network). If your network blocks Bonjour / mDNS (some corporate or hotel networks do), enable Cloud sync in Reforge Settings to transfer through our processing infrastructure instead.

A capture session looks wrong or is missing detail.

Photogrammetry quality depends on coverage and lighting. Try capturing more photos from a wider range of angles, in even diffuse lighting (avoid harsh shadows and reflective surfaces), and select a higher quality preset before reprocessing. Apple’s PhotogrammetrySession runs locally on your Mac — no re-upload is needed to re-run with different settings.

How do I keep capture data off the cloud?

In the Reforge iOS app: Settings → Cloud sync → Off. With cloud sync disabled, capture photos and 3D models transit only between your iPhone/iPad and your own Mac over your local network and never reach our servers.

How do I delete a Reforge capture session?

Open the Library tab on iOS or the Sessions list on macOS, swipe (iOS) or right-click (macOS) the session, and choose Delete. This removes the photos and any 3D model artifacts on your device. Cloud copies, if cloud sync was used, are deleted from our processing bucket within 30 days; see the Privacy Policy for the full retention schedule.