Customer Help
What support covers
SwimKeep support helps with issues that block normal pool-care workflows, especially billing and feature access problems.
- Checkout issues, billing questions, and annual license access
- Entitlement token, quota, and plan-state inconsistencies
- Weather lookup failures, recommendation errors, and Ask My Pool quality reports
- Strip photo upload issues and phone capture pairing failures
Customer Help
How to contact support
Email support@swimkeep.com with a short subject line that describes the issue. We review requests in the order received and prioritize access and billing blockers first.
- Email: support@swimkeep.com
- Include your billing email if the issue is license or checkout related
- Subject example: "Annual Pass active but AI still blocked"
- Do not include full payment card details in support emails
Customer Help
What to include in your request
Support is fastest when your report is reproducible. A concise issue summary with concrete evidence is more useful than a long narrative.
- What you tried and what you expected to happen
- Exact error text and screenshot if available
- Trace ID from the error message or API response when shown
- Whether the issue happened on desktop, phone capture, or both
- Pool type, ZIP code, and feature involved for recommendation or weather issues
Customer Help
Before you reach out
These checks resolve many common failures and speed up triage if you still need help.
- Confirm your license state and refresh the page if access looks out of sync
- Retake strip photos in bright light with the strip fully in frame
- Verify ZIP code and pool profile settings if weather or recommendations look off
- Retry phone capture if the handoff link expired
- If billing recently succeeded, wait a moment and refresh so entitlement state can update
Customer Help
Support model and data handling
SwimKeep has no user accounts and stores pool data locally in your browser by default. Support may ask for troubleshooting details, but we do not need your local pool history to process most requests. For billing issues, we use your checkout email to locate Stripe records.
Next step
Need help with your pool workflow right now?
Open SwimKeep to confirm your current license state, then email support if the issue continues.