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Troubleshooting
Find your issue below. If it continues, send the app administrator the exact error, a screenshot, and the app version.
The app remembers the last login option used on that browser.
Use the back control on the login screen to return to the three choices.
If already signed in, sign out before switching accounts.
Family access requires parent approval and assigned swimmer permissions.
Ask the parent to check Access requests in People & access.
After approval, choose Check approval, or sign out and sign back in.
Check that you:
- Confirmed your email.
- Used the correct family code.
- Completed the access request.
If Join your family appears after signing in, enter your name and family code, then choose Request access.
Check your spam folder and verify the email address you entered.
If the app reports email rate limit exceeded or error sending confirmation email, send that error to the administrator.
Repeated signup attempts will not fix an email delivery configuration problem.
- Open the Parent or Family & friends sign-in screen.
- Enter your email.
- Choose Forgot password.
- Follow the link in the email.
- Set a new password.
- Sign in again.
Pairing codes are single-use and expire after 10 minutes.
Ask the parent for a new code.
Use the swimmer's device, signed out of the parent account.
If the app says to enable kid-device sign-in, the administrator must check the correct Supabase project's anonymous sign-in setting and pairing setup.
The parent should check that the meet was saved for the correct swimmer.
On the swimmer or family page, use Meet to select it.
An event without a recorded result remains pending and does not have a result animation yet.
Check the selected event and course.
Then check the saved date and time in Results.
Use these time formats:
- Seconds:
39.35 - Minutes and seconds:
1:28.54
Swipe sideways within a long chart or choose Full screen.
Goal lines only appear for the matching event and course.
If the saved data is correct but the display looks wrong, send a screenshot showing the event, course, and app version.
The administrator needs to run the included meets_migration.sql in the app's Supabase project.
Do not run the fresh-install schema over an existing database to solve this.
Check your connection and select a finished race.
- Family members send cheers through the Family portal.
- Swimmers reply through their linked swimmer account.
- The parent's Kid view is a preview.
If the app reports a missing database update, contact the administrator.
Refresh the page and check for a removal error.
A successful removal reloads People & access.
If removal continues to fail, the administrator should check that the current family-member-removal database migration is installed.
Check the version in the page header.
On iPhone, open TestFlight → Swim With Me → Update. A website reload does not install a new native app build. For the web app, reload after the website update has published or try a new browser tab.
Tell the administrator which version you see.
Update to 1.24.2 or later when available. Parent previews have ← Main screen. Family and paired kid accounts retain their restricted navigation; sign out or use Leave this device when appropriate.
- Keep the app and upload screen open.
- Use Retry upload for an interrupted upload in the current session.
- Trim a clip if it is over 50 MB after preparation.
- For Could not read prepared video, update to 1.24.1 or later.
- A storage rule correction addressed Could not start video upload (403). If it returns, report the exact error; repeatedly choosing the same video is not a permissions fix.
See Race Videos. For stalled playback, choose Reload video.
Apple must approve an external test build before installations are available. The link may also be full or disabled. Ask the app owner to check it. Testers do not need an App Store Connect admin invitation. See iPhone Testing.
Kid-view video entry points are still being checked in this beta. Report which race screen and version you are using. A parent's successful upload does not confirm that every kid-view screen has a working playback button.
- Your role: Parent, Family & friends, or Swimmer
- App version
- What you selected or tried
- Exact error message
- Screenshot of the problem
Do not share passwords or pairing codes in a public Wiki or support post.