Capture a Custom Replay

Overview

After a Reservation or Event ends, Customers can buy a longer Replay than the standard 25-second Quick Replays. Custom Replays are 1 to 60 minutes long and are ordered from the past Reservation or Event in the Club's App.

Replays are available on the Pro and Autonomous(+) Tier. If your Club is on the Basic(+) Tier, you will not have the required PodPlay hardware setup.

Customer Captures a Custom Replay

For a Customer to order a Custom Replay, they can:

1. Open the Club's App
2. Tap the Reservation tab at the bottom
3. Tap the History / Replays tab at the top
4. Tap the specific past Reservation or Event
5. Scroll to the bottom (past the Quick Replay carousel) to the Custom Replay section
6. Choose the desired clip length, start time, court/table where you were playing, and the Match you want to receive a Replay for (Match option is only available if the Customer is using the Scoreboard)
7. Confirm the purchase

Custom Replays are only available for 48 hours after the Reservation or Event ends. Read the video data retention policy for more information.

Once the Custom Replay is ordered by the Customer, the purchase will complete, charging the Customer's credit card on file. The Custom Replay is then emailed to the Customer 15 - 30 minutes from the time of purchase.

Pricing

The default Customer-facing Custom Replay pricing is:

• $5 for up to 14 minutes
• $10 for 15 to 29 minutes
• $15 for 30 to 60 minutes

Some Clubs configure their own per-minute Custom Replay rate. The price shown in the App reflects that Club's configured rate. To change the Custom Replay pricing, read more here.

Admin Captures a Custom Replay

An Admin can generate a Custom Replay for any Reservation or Event from the Dashboard. Common reasons include comping a Replay for a Customer (free of charge), capturing footage for a Coach, or assembling a Custom Replay for a session that ended already.

For an Admin to generate a Custom Replay, they can:

1. Navigate to the Reservation or Event in the Dashboard
2. Click the Replays tab
3. Click the + Replay button
4. Notice the pop-up window
5. Choose the type of Replay to order (Custom or Enhanced, if you have Enhanced Replays at your Club)
6. Select the court/table, the Customer, the start time, the Custom Replay length, and the Match you want to receive a Replay for (Match option is only available if the Customer is using the Scoreboard)
7. If you don't want to charge the Customer, check off the Free of Charge box
8. Click the blue Create Replay button to order

After Creating the Custom Replay

The Custom Replay appears as ordered in the Replays section of the Purchases tab. Longer Replays take more time to process. Check back in an hour or so for the finished file. The Customer is sent the Custom Replay via email, normally between 15 - 30 minutes before they receive it.

Preserve Footage of an Injury or Incident

Replay cameras are not security cameras. They record only during scheduled Reservations and Events, and the system deletes all Replay camera footage 48 hours after the Reservation or Event ends (see the data retention policies here). Once that window closes, neither the Club nor PodPlay can retrieve the video.

A request like "pull the video from last Thursday between 12:02 and 12:20 PM" cannot be fulfilled on the following Monday, or any time after more than 48 hours have passed.

If a Customer is injured on a court, or any incident occurs that the Club may need to review later, staff should generate a Custom Replay from the Dashboard as soon as possible and keep the file in the Club's own records.

Act within 48 hours. The Custom Replay must be ordered before the 48-hour retention window closes. Do not wait for an insurance request, a Customer complaint, or a manager's approval to capture the footage. Order it first; decide later whether it is needed.

For an Admin to preserve incident footage, they can:

1. Identify the Reservation or Event that was active on that court/table at the time of the incident
2. Follow the Admin Captures a Custom Replay steps above
3. Set the start time a few minutes before the incident and choose a length that covers the full incident and its aftermath (up to 60 minutes)
4. Check off the Free of Charge box so the Customer is not billed
5. Once the Replay finishes processing, download the file from the Replays section of the Purchases tab
6. Save the file to the Club's own storage (a shared drive, incident management system, or similar) and note the date, time, court/table, and Customers involved

Custom Replays are tied to a Reservation or Event. If the incident happened outside any scheduled Reservation or Event, no footage exists for that window and a Custom Replay cannot be generated.

Clubs that need footage retained beyond 48 hours, or coverage of areas outside the courts/tables, should install and manage a separate CCTV or security camera system.

If your Club is on the Autonomous+ tier, security cameras retain footage for 30 days.

Common Mistakes

• The Start Time will not save unless the Admin clicks the blue OK button before entering the length.
• The system will not produce a Custom Replay for a window that falls outside a scheduled Reservation or Event, since no footage is recorded for those gaps.

Custom Replays must be ordered within 48 hours of the Reservation or Event ending. After 48 hours the Custom Replay option is not available for order (in line with the video retention policy).