Replays Not Working

Overview

If a Customer says they captured one or more Quick Replays during their match and did not receive an email after the booking ended, or the Quick Replay is missing from their App History, start your investigation in the Dashboard. The Replays tab on the Reservation or Event side panel shows the status of every Replay order attempted during that booking, and the flags on each Replay record point to the cause.

Replay Status Flags

Draft

Draft means the system failed to generate the Replay. There is no Replay file to retrieve. This could happen because there was a break in the internet connection during the time when the Replay was ordered.

Charge Failed

Charge Failed means the system could not charge the Customer's card on file. The Replay file is still visible in the Replays section of the Purchases tab and can be reviewed.

Ordered

Ordered means the Replay is processing. Give it time and check back; the status updates once processing finishes.

Confirmed

A confirmed Replay will show a still picture from within the Replay. This means the Replay generated successfully and was delivered.

Common Causes of a Stuck Draft Status

A Replay that stays in Draft and never reaches Confirmed usually traces back to one of these conditions: the Club's internet connection dropped during the moment the Replay was captured, the Replay camera on the court has a wiring issue, or the system glitched and never captured the source footage. If the status will not advance and none of these is obvious, contact the PodPlay CSM for review.

Other Things to Check

Confirm the Reservation or Event was running when the Customer says they captured the Replay. The system does not record footage for time windows that fall outside a scheduled Reservation or Event, even if Customers are still on the court.

Confirm the booking ended less than 48 hours ago. Replay camera footage is deleted at 48 hours and cannot be recovered.