Support
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All • Installation • App • Alerts • System • Problems • Important • Wi-Fi Camera• Wireless Camera
Auto-detection of the pool boundaries has failed
The app will attempt to detect the bounderies of your pool automatically and ask you to confirm.
If the auto detection fails after two attempts you will be able to define them manually. Define the boundaries by tapping on the screen and then moving the dots of the shape to best cover the pool’s boundaries.
You can achieve full coverage of your pool’s unique shape and size in landscape by tapping the screen to create additional points and moving them as appropriate.
Can I mute alerts?
Yes, you can mute alerts for 15, 30 or 60 minutes. While this mode is on there will be no alerts sent, so please ensure there’s constant adult supervision while alerts are muted.
I can’t pair the Camera
If you are having difficulties connecting your Camera, please ensure that your camera is connected via ethernet cable directly to your router. Wireless connections are not supported.
If you have confirmed the Camera setup, please take a screenshot of the error message you are seeing and email our support team at support@poolscout.com.
I haven’t received a PIN code
If you haven't entered a PIN code after 60 seconds, the app will automatically attempt to send you a new one. If you miss the second one you will see a Resend PIN button that will send you a new PIN number.
If you continue to be unable to receive a code, please contact our support team.
Can I use it while my pool is under construction?
You can activate Construction mode during onboarding or in Settings/Pool. While Construction mode is on, a time-lapse video will be added daily to your Timeline during the construction period. You can add your Construction Manager's or Architect's email so they can also receive the videos with your approval.
How do I control the Camera Alarm?
From Settings/Camera Alarm, you can choose to enable it and turn on auto-activation for safety alerts (Unattended Toddler, Person Underwater and Person detected when Security mode is on).
Why should I enable app notifications?
PoolScout's main benefit is notifying you when there is something dangerous going by your pool. If you don't enable the notifications, PoolScout can't do its work.
Why should I add people to my PoolScout account?
Adding more people to join your PoolScout account will increase your chance of a timely response in the case of an emergency. You will be able to customize permission and access levels for each user.
How do I report a false alert?
From the app Timeline, you can view all the recordings that were triggered by an unsafe event. If after watching the video you conclude it was a false alert, you can report it by tapping the False Alert button.
How do I turn on ‘pool in use’ notifications?
From the app Settings/Alerts, under Preferences.
The livestream is lagging and there’s a delay
PoolScout Pro:This typically points to an issue with internet connection. Please check that your PoolScout Camera has an ethernet cable connection directly to your router. Wireless connections are not supported for the PoolScout Pro camera
Poor Wi-Fi signal strength: Ensure a strong Wi-Fi signal where the PoolScout camera is installed.
Does PoolScout work at night?
PoolScout's AI is currently active from sunrise until sunset, but the livestream can be accessed 24/7. Security mode and ‘Pool in Use’ notifications also work 24/7.
Performance of the detection capabilities at night, or any other challenging scenarios with low light or obstructions, may impact PoolScout’s performance.
Does PoolScout replace pool supervision?
No. PoolScout is an added layer of safety and is NOT intended to replace adult supervision at any time.
What is ‘PoolScout Labs’?
Over the last 12 months, we’ve been testing and upgrading PoolScout through a Beta program with over 200 participants in the USA. Thanks to their ongoing feedback, PoolScout AI has been constantly learning and improving.
However, there are certain capabilities that need further work, so we keep them under a ‘Labs’ section, so those customers who want to test them before we launch them for everyone.
How is my personal data handle?
PoolScout respects your privacy and is committed to protecting your personal data. For more information, please review our Privacy Policy.
How are my videos secured?
PoolScout uses the highest standards of security using 256-bit encryption methodologies and ensures on an ongoing basis that the required standards for data privacy and protection are met.
I’m giving away my Camera
Before you give your Camera away, make sure you unpair it from Settings/Camera. Once unpaired, tell your friend to download the app and create an account so they can pair it.
I’m moving houses, what happens with my PoolScout?
You can easily reinstall your PoolScout camera in any location. Simply set the new pool bounderies and address in the app, under Settings -> Pool.
How do I close my account?
You can close your account from Settings/Accounts. You have 30 days to change your mind, after that, all your data will be deleted. You can also opt to close your account inmediately if you wish to.