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Frequently Asked Questions

Getting Started

What is TennisPAL?

TennisPAL for iPhone and Android is an app for anything tennis. It connects you with other players and coaches to chat, schedule play time, and share moments with.

I see there is the option to sign up with Facebook or Mobile. Does it matter which I choose?

No, both options create an individual Player or Coach account. You may only create one account. It is not suggested to make an account on both due to duplicate names and profiles.

What languages are supported by TennisPAL?

The app currently only supports English. If you are trying to access the app with a different system language, the app may not work properly.

What is my 6-digit passcode?

When registering with a phone number, a 6-digit passcode is required to authenticate your login. Your passcode must be a 6-digit number that is easy for you to remember but difficult for others to guess. Only numbers are allowed as your password; letters and special characters cannot be in your passcode.

What region and language is TennisPAL app designed for?

TennisPAL is developed in Santa Monica, California. The app works best in the United States and with your system language set to English (US).

Why do I not see the court location that I just added?

Court addresses added by the community are moderated for accuracy by the TennisPAL team. Check back soon to see if your submission has been added. Our court location database is updated every week.

Why are there no courts in my area?

We are working hard to quickly build up our list of court locations. Please check again soon. Our community is also helping us add their local courts. If you have a court near you, please submit it as a location.

How do I create a Player or a Coach's account?

When signing up, select the type of account by sliding the toggle between Player and Coach.

What are the Flex League Official Rules?

Below are TennisPAL’s official rules for the TennisPAL Flex League. Please read these carefully

  • Contact people on the list and organize your match at a location and time you both agree on (there is no order on who to call first)
  • Split the court fees
  • Bring a can of new balls; play with one and the winner will take the other one
  • Play 2 out 3 sets, regular scoring
    • If you feel there is not enough court time and would like to play a 10-point tiebreaker in lieu of a 3rd set, the decision has to be made before the start of the match and both parties have to agree. If the opponent is not in agreement, you should play a 3rd set. The 10-point tiebreaker will be reported as 7-6 to make it consistent with actual 3rd set result.
  • Respond to request for play even if the answer is no
  • Report your score to TennisPAL Concierge
  • Players earn points based on the system explained below (Earning Points)
  • A player’s league position is based on his/her total points earned.
  • At the end of the season, we will have a playoff among the top 4, single elimination.
  • The champion will win a $50 gift card and a trophy
  • Finalists will receive trophies

Earning Points:

Players/Teams receive points based on the set scores of your match.

Point Calculations

The Winning Player Receives:
12 points for a 3 set win
14 points for a 2 set win

The Losing Player Receives:
One point for each game won in their “two highest scoring sets”.
A losing player can receive up to a maximum of 8 points per match.

Example match score: 6-4, 6-2
winner receives 14 points
loser receives 6 points

Example match score: 6-2, 4-6, 7-5
winner receives 12 points
loser receives 8 points

If you have any questions please reach out to TennisPAL Concierge by chatting in the app.

Technical Questions

Push notifications have stopped working. How do I fix this?

We have experienced issues with push notifications after an update to the app is installed. After you update the app from the App Store or Play Store, please log out and log back in to TennisPAL in order to fix any issues regarding push notifications.

Which devices are supported by TennisPAL?

You can install and run TennisPAL on iPhone iOS 9.0 or later and Android JellyBean 4.1.2 or later. TennisPAL is not yet supported on tablet devices (iPad). While the app may run on an iPad, the experience is not optimized for that device.

How do I turn off push notifications?

In order to stop receiving push notifications, you need to log out from the TennisPAL app

Why does my app crash when I'm trying to upgrade?

If your upgrade of the app is not current, then you will need to fully uninstall the app from your device. After deleting it, you will need to reinstall the latest version from the app store.

If your app is still crashing, there may be a version incompatibility. Email us at info@sagedom.com for support.

Why are videos not playing in my Android app?

Your device may not have the proper codecs to playback .mov videos. Please update your Android to the latest OS.

How are search results of court locations ordered?

When you search for a Tennis Court or Location in a Calendar invite, the results are sorted by closest to farthest based on your current GPS location.

Where are my old chat messages?

To keep TennisPAL running quickly and smoothly, we securely archive chat messages that are older than 90 days.

Find Coaches and Players

How can I search for a tennis coach near me?
Launch the TennisPAL app, log in and update your TennisPAL profile. Visit Find PAL from the main menu, set the switch on top to Coach, and click Find Pal. You will see a list of all coaches in your area and can communicate with them directly. You can also enter a zip code if you would like to find a coach that is different from your current location.
My child has been playing tennis for the last year. Can they use TennisPAL to play more and improve their tennis skills?
Yes, absolutely. Connecting all ages of tennis players is at the core of TennisPAL. Only junior players can find other junior players on the app. We prevent adults from finding junior players. If your young athlete signs up, he will be able to use Find Pal to find players his age and coaches to connect with.
I have been using Find PAL to search for players in my area and nothing came up. Does this mean there are no players?
Please use the zipcode field to search for a player at a specific area. If you are searching for a player without a zipcode field it means there is no immediate user around your current location.

Skill Levels

How is skill level determined in TennisPAL?

You can add your tennis skill level to your TennisPAL profile in both UTP and NTRP programs. You can view the NTRP player rating scale here. For UTR to NTRP conversion refer to Skill Chart.

 

Account Management

How do I set up and manage my payment information?

In the side menu, tap Edit Credit Card to manage your financial profile.

Making Payments: In Payables you can add, update, or delete your credit card information.. All private payment information is securely sent direct to Authorize.net which is a PCI-compliant payment gateway.

Receiving Payments: In Receivables you can view the current balance of the payments made to your account. Payments are issued by e-check and are sent to the email address you used for your TennisPAL payment account.

How do I get a refund for an event that I paid for?

You will receive a full refund if you cancel the event at least 24 hours before the start of the event. For example, if your paid event is on Friday noon, you have up to 11:59 AM the day before (Thursday) to cancel it for a full refund. To request a refund, simply go toyour calendar, find the event, and tap Delete Event. Any cancellation made within 24 hours from the start of the event is no longer eligible for a refund.

My paid event was cancelled by the organizer. What happens to my payment?

If for any reason the paid event which you are registered for is cancelled – either by the organizer or due to unforeseen weather conditions, you will immediately receive a full refund.

How does TennisPAL use my payment account information?

Your payment account information is sent directly to Authorize.net, the financial institution that processes credit card payments. TennisPAL does not store nor has access to any of your payment account information.

How do I delete my TennisPAL account?

In the app, go to Edit Profile in the side menu. Tap the three dot menu on the top right of your screen. Tap Delete Account. Confirm to permanently delete your TennisPAL account.

Can I change my credit card information?

Yes, you may remove or change your credit card information at any time. However, your email address cannot be edited. You can edit your name, credit card number, expiration date, and cvv at any time but the email address entered when you first created your Financial Profile cannot be changed. If you have any questions, contact us at info@sagedom.com for support.

Premium Subscription

What is the difference between the TennisPAL and TennisPAL Premium?

TennisPAL Premium has many new enhanced features added based on the community’s feedback. The new update delivers a more fun and fluid experience for the users. More specifically, there is a court finder feature, as well as a more comprehensive calendar system.

 

TennisPAL Features Comparison
Free Premium
Share and View Moments
Find a TennisPAL
Chat with other users
Challenge a TennisPAL
Create Public Events
Exclusive Original Content
Updated Court Finder

Why do I have to pay for access to the Premium features?

We strive to provide our users with the best possible experience. This means and no interruptions in service. It means giving our users access to real people (not bots) to answer questions and provide support. It means having a local team of developers who can quickly respond to and address our users’ needs and questions. It means an ongoing investment behind new and original content, as well as best in class tools for a quicker app, a better app, and one that doesn’t use too much memory or battery life. It means ensuring that the community is made up of people who really care about tennis and are on the app because they love tennis. For this, we rely on the financial support of our user community.

What are the features available under the free version?

With the free version, users are able to search, find, and chat with other players near them, find courts to play on, share pictures and videos, and keep up with the latest tennis related news. Without an active premium subscription, you will not be able to view exclusive content including our newest ProTips.

What features and perks do I get with the Premium version?

The premium version includes a validated Court Locator, curated content within the news feed, a browsable comprehensive calendar system, the ability to create user groups to challenge on the court, social sharing, as well as a teaching court with exclusive video content for Premium users. Additionally, premium users will get to participate in TennisPAL Flex League events free of charge ($20 per Flex League for non-premium users).

When do I get charged for TennisPAL Premium?

You will be charged monthly or annually depending on your subscription plan. Once you sign up and complete your profile, you get to choose whether to continue with the free version or to sign up for TennisPAL Premium. If you choose to use the premium version, you get to enjoy 30 days of free access to the full suite of premium features. Once that 30-day period ends, you will be charged based on your choice of monthly or annual subscription.

Can I pay monthly or do I have to commit to the annual subscription fee?

Users have the option to pay month to month, or they can opt in for the annual subscription. There is a cost saving for making an annual commitment: The monthly commitment is $2.99/month for $35.88/year. The annual commitment is $29.99/year which is a cost savings of $5.89.

How do I cancel a TennisPAL Premium subscription on the Apple App Store?

You will need to cancel your subscription directly through Apple iTunes. Click here to manage your iTunes Subscriptions.

How do I cancel a TennisPAL Premium subscription on the Google Play Store?
  1. Open the the Play Store app on your phone or tablet, and be sure you’re signed in with the same account you used when you installed TennisPAL.
  2. Click Account.
  3. Click Subscriptions.
  4. Find the listing for TennisPAL, and click Cancel.
I don’t want to commit before trying the app. Is there a free trial period?

Yes! If you choose to use the premium version, you get to enjoy 30 days of free access to the full suite of premium features. Once that 30-day period ends, you will be charged based on your subscription.

I signed up for a TennisPAL account before May 28, 2018. What happens to my account?

All users who have signed up and completed their profiles by midnight of May 28, 2018 (PDT) will automatically receive 12 months of free access to the premium features.

How do I take advantage of the free 12 months access to the Premium version?

All users who have signed up and completed their profiles by midnight of May 28, 2018 (PDT) will automatically receive 12 months of free access to the full suite of premium features.

What’s Next

Will there be new and improved features in the future?
Yes! We are working hard every day to fix issues and update the application as time goes on. If you have suggestions or ideas, send us a message through the Suggestions menu item in the app.