> For the complete documentation index, see [llms.txt](https://docs.podplay.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.podplay.app/support-and-troubleshooting/general-faqs.md).
# General FAQs
## Club FAQs
### Sales & Pricing
What are the typical setup costs and monthly fees?
Setup costs range from $500 (Basic) to $10,000+ (Autonomous Plus with hardware). Monthly fees follow a venue + per-court structure: Basic ($100 venue + $30/court), Basic Plus ($100 venue + $60/court), Pro ($300 venue + $150/court for video-enabled courts), and Autonomous ($500 venue + $350/court with access control). Hardware costs are typically $2,500 per court for monitors, cameras, and scoring equipment.
Are there discounts available?
Yes, several discount types are available: a 10% monthly discount for large venues (over $1,000/month), multi-location discounts that waive $2,500 setup fees for additional locations, and first-mover discounts sometimes offered for new markets. Volume discounts are also available for facilities with 10+ courts.
Can I start with basic software and add hardware later?
Yes, many customers start with Basic or Basic Plus tiers and upgrade to Pro with hardware later. However, advance wiring during initial construction is recommended to avoid disruption when upgrading. The venue-level equipment (server, switch, UPS) costs are the same regardless of how many courts have cameras.
What payment processing do you require?
PodPlay requires Stripe for payment processing at 2.85% + $0.30 per transaction for Clubs located in the United States. For any Club located outside the US, there are specific Stripe payment processing rates. Existing customers using Safe Save, Card Connect, or other processors need to migrate to Stripe, though customer payment profiles can often be transferred.
***
### Technical & Implementation
How long does implementation take?
Software implementation takes 3–4 weeks from contract signing. Hardware delivery currently requires 3 months due to a backlog of 20+ clubs in the installation queue. The processes run in parallel, so total timeline is typically 3 months from contract to full operation.
Do you provide installation services?
PodPlay provides remote installation oversight and detailed installation guides, but customers use local contractors for physical installation. The company can recommend experienced installers in major markets and provides 50-page installation guides with specifications.
What are the internet and electrical requirements?
Standard broadband internet is sufficient — the system doesn't require high bandwidth. Courts need power outlets and Cat6 cabling run during construction. Each court requires monitors, iPad stations, and camera connections. Specific electrical requirements are provided in the hardware installation guide.
Can PodPlay integrate with existing camera systems like Save My Play?
No, PodPlay's hardware is a complete integrated system and doesn't integrate with existing camera solutions like Save My Play or Swing Vision. Customers with existing camera investments would need to replace them with PodPlay's system for video functionality.
***
### Support & Operations
What kind of customer support do you provide?
PodPlay offers 24/7 support with service level agreements through different channels. There's an AI agent trained on 400+ knowledge base articles available any time of day, dedicated customer success managers during onboarding, and the customer success team is reachable 17 hours a day (5 am - 10 pm ET). Support includes both technical assistance and business consulting on membership models and best practices.
How does autonomous operation work?
Autonomous facilities use door access control, QR code scanners for check-ins, and remote monitoring through a Philippines-based team for commercial facilities. 25% of PodPlay's 200+ locations operate fully autonomous, with the largest being 8 courts. The system includes emergency protocols and can operate 24/7 without on-site staff.
Can customers export data for accounting/taxes?
Yes, customers can export revenue data, and there's step-by-step documentation on revenue reconcilation and accounting processes. The Analytics Plus package ($100/month add-on for those on the Basic(+) tiers) provides comprehensive reporting capabilities for business management.
How do you handle liability and insurance for autonomous facilities?
Autonomous facilities require appropriate insurance coverage for unmanned operations. PodPlay provides monitoring services to handle emergency protocols, but facility owners need to ensure their insurance covers 24/7 unmanned operation.
***
### Business Models & Features
What membership models work best?
Most successful facilities use hybrid models (membership + pay-to-play) rather than all-you-can-eat memberships. Austin Pickle Ranch's model is frequently cited: one open play per day for members with 6 of 18 courts dedicated to rotating open play blocks by skill level. Metered memberships (e.g., 5–12 plays per month) help control capacity during peak times.
Does PodPlay support tournaments and leagues?
Yes, PodPlay has a native tournament and league management system. Anyone on the Pro or Autonomous tier has access to this feature ($100/month add-on for those on the Basic(+) tiers). The native solution includes bracket management, pool play, leaderboard displays on court monitors, and a direct integration with DUPR to submit match scores automatically.
Can different courts have different pricing or features?
Yes, facilities can mix tiers — some courts with Pro hardware (video/scoring) and others with Basic Plus. Courts with premium features can charge $3–5 more per hour, helping justify hardware ROI. Court selection can be offered for additional fees (typically $10).
***
### International & Special Considerations
Is PodPlay available internationally?
Yes, there are customers in the UK, Canada, Germany, and France who are running the PodPlay system with a full hardware suite. PodPlay also has software-only customers in Canada, UK, Australia, and Singapore.
Can PodPlay work for outdoor courts?
Software works for outdoor courts, and PodPlay's recent partnership with PickleTile allows for hardware (monitors, iPads) functionality outdoors.
Does PodPlay work for other sports besides pickleball?
Yes, PodPlay supports paddle tennis courts and can accommodate other court sports. Some facilities combine pickleball with golf simulators, and the system can manage bookings across different activity types. PodPlay's customer list includes: pickleball, tennis, ping pong, golf simulators, gyms, a swimming pool, conference rooms, badminton, and billiards.
***
## Features & Functionality FAQ
### Booking & Reservation System
How does the booking interface work?
PodPlay uses a mobile-first, vertical scroll design instead of grid calendars. Customers can browse availability anonymously before creating accounts to reduce friction. The system includes algorithmic court assignment with manual override options and drag-and-drop booking management for administrators.
Can customers book multiple courts simultaneously?
Currently, customers cannot select multiple courts in a single transaction. Customers can also make separate bookings and invite the same players to multiple reservations. This functionality is being improved based on customer feedback.
How does the invitation system work for reservations?
Reservation holders can invite other players to join their booking. Members can join unlimited reservations without restrictions, but are limited to one active free booking as the primary holder. The system supports different pricing for members vs. non-members within the same reservation.
What booking restrictions can be set?
Facilities can set booking windows (recommended 2–3 weeks maximum), different booking horizons per membership tier, maximum reservation limits per member (typically 1–2 active bookings), and anti-hoarding measures like max per day booking limits. The system also supports skill-based restrictions using DUPR ratings.
***
### Video & Replay Features
How does the instant replay system work?
Each court has cameras that automatically record when courts are booked. Players use Bluetooth clickers (single click +1, double click -1, long press for replay) to trigger instant 15-second video replays delivered to their phones immediately. Videos are captured even if players don't actively use the system.
Can replay timing be extended beyond 25 seconds?
The standard quick replay is 25 seconds, and some customers have asked about extending to 30 seconds. This customization is possible if desired.
How are videos delivered to players?
Videos are automatically sent to players' phones immediately after using the replay button. Players don't need separate apps or QR code scanning — it's integrated into the main booking system, unlike competitors that require separate video platforms.
Can video replays be used for coaching?
Yes, coaches find the replay functionality extremely valuable for teaching. The system captures different angles useful for instruction, making it a strong tool for both individual lessons and group clinics.
***
### Membership & Payment Management
How do membership tiers work with reservations?
The system supports multiple membership tiers with different benefits: free play allocations, priority booking windows, automatic discounts on courts/lessons, and different booking horizons. Family memberships can hold multiple reservations total (not per person), and individual family members can each make their own bookings.
Can customers buy bulk hours or play passes?
Customers can soon purchase monthly play passes (e.g., 12 plays per month) that auto-apply until exhausted, then default to member/non-member pricing. The system also supports passes as a connection to a membership perk.
How does guest pass functionality work?
Members can receive monthly guest passes in conjunction with memberships (typically one free guest per month). This works automatically for open play events but currently requires manual workarounds for private reservations. Alternative approaches include monthly credits or promo codes with expiration dates.
Can members pause their memberships?
Yes, the system includes membership pausing capabilities. This is handled through the admin interface and can accommodate various scenarios like travel or temporary breaks.
***
### Access Control & Security
How does autonomous access control work?
The system uses time-bound door access controls which are integrated with reservations, and remote monitoring. Only customers with active reservations receive access codes. The system includes emergency protocols and can operate 24/7 without on-site staff.
What happens if someone overstays their reservation?
Overstays are often met with grace periods and notifications to the customer about their breaking of the club rules. Some facilities prefer grace periods over immediate charging to maintain a positive customer experience. Consistent rule breakers are charged.
Can the system prevent unauthorized court usage?
Yes, access control integration ensures only customers with active reservations can enter courts. The system can track court usage versus general facility occupancy and manage repeat offenders who consistently overstay reservations.
***
### Coaching & Programs
How does Coach Connect work?
Coach Connect allows integrated coaching bookings where customers pay for both court time and coaching in a single transaction. The system automatically splits revenue between the facility and coach. Customers who get coaching have 10–20x higher lifetime value.
What types of programs can be managed?
The system supports clinics, leagues, open play events, lessons, and custom programs. Open play can be organized by skill level using Duper integration, with dedicated courts rotating through beginner/intermediate/advanced blocks.
Can the system manage multi-week programs?
Yes, facilities can run series programs like "Intro to Pickleball" over multiple weeks with attendance tracking capabilities. The Programs module handles recurring events and series management.
***
### Court Management & Display
What information is displayed on court monitors?
Courts with Pro tier hardware have 65" displays showing real-time scoring, current reservation holder names, instant replay footage, and upcoming reservations. The displays can also show sponsorship content and facility announcements.
How does court assignment work?
The system uses algorithmic court assignment to optimize utilization, with manual override capabilities for staff. Different courts can have different pricing (premium courts with video can charge $3–5 more per hour), and customers can pay extra fees for court selection.
Can courts be blocked for maintenance or events?
Yes, administrators can block courts for maintenance, private events, or corporate bookings. The system includes space blocking capabilities and can integrate with event management systems to show when courts are unavailable.
***
### Analytics & Reporting
What analytics are available?
Basic reporting is included, with Analytics Plus ($100/month add-on) providing comprehensive business intelligence. This includes court utilization tracking, revenue per court, customer behavior analysis, and data export capabilities for accounting systems.
Can data be exported for accounting purposes?
Yes, customers can export revenue data, and there's step-by-step documentation on revenue reconcilation and accounting processes. The Analytics Plus package ($100/month add-on for those on the Basic(+) tiers) provides comprehensive reporting capabilities for business management.
How accurate is the court utilization tracking?
The system provides accurate utilization tracking, which is critical for business health monitoring. Inaccurate utilization data can be detrimental to business decisions, so reliable reporting is a core priority of the platform.
***
### Integration & Technical Features
Does PodPlay integrate with DUPR ratings?
Yes, automatic DUPR integration syncs player ratings and can submit challenge match results automatically. The system can restrict events based on skill levels and supports skill-based event organization.
Can the system integrate with existing payment processors?
PodPlay requires Stripe for payment processing. Customers using other processors like Safe Save or Card Connect need to migrate, though customer payment profiles can often be transferred with help from existing processors.
Is there API access for custom integrations?
API access is available for integrations with marketing tools and other third-party systems. The level of API access varies by tier ($100/month add-on for those on the Basic(+) tiers).
Does the system support tournament management?
Yes, PodPlay has a native tournament and league management system. Anyone on the Pro or Autonomous tier has access to this feature ($100/month add-on for those on the Basic(+) tiers). The native solution includes bracket management, pool play, leaderboard displays on court monitors, and a direct integration with DUPR to submit match scores automatically.
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