To report an issue please submit a ticket by emailing to support@gengee.com, and enter in your details of the issue. We will respond to your query as soon as possible.

While reporting an issue, it is highly recommended to provide us with the following information and detailed descriptions, in order to speed up the process:

1. Model of your mobile phone (e.g. iPhone 11 Pro);
2. OS version of your mobile phone (e.g. Android 14.1.1);
3. Version of the INSAIT JOY app (e.g. v4.3.2);
4. Screenshot or video recording of the issue;
5. Picture or video describing the light status, if the problem is related to the wireless recharging base.

Here are some things to check:

• Check your InBox and Spam folders as soon as you try to register;
• If using a Gmail email address, check the Promotions and Spam;
• If you are using a company/work email address, the company's IT policies may block the verification email;
• If you have requested more than one link, you must use the most recent link.

If these checks and steps do not resolve the issue, please get in touch and we will escalate this to our Support Team:

Email us: support@gengee.com

We recommend you try these steps:

• Ensure Bluetooth is enabled on your phone.
• Ensure your smart football is properly recharged. Make sure you use a power adapter with a 5V/1.5A output, and the ball is correctly placed on the wireless charging base by aligning the charging mark on the ball (facing downward) with the charging mark at the center of the base. The light on the wireless charging base will turn orange, indicating the smart football is charging properly.
• Wake up your smart ball by bouncing it a few times on the ground.
• Proceed to connect to your smart football in INSAIT JOY app.

If the above steps didn’t work, please contact customer support.

Here’s a quick guide to double-check:

• Step 1: Tap the Start button to begin the first calibration process.
• Step 2: Hold the smart football above your shoulders for at least 1 second, then let it fall to the ground and bounce.
• Step 3: Ensure the ball remains still with the valve facing upward, then tap the Start button.
• Step 4: Make sure the ball stays still on the ground with the valve facing downward, then tap the Start button.

Note:

• To avoid accidental movement, place the ball on the ground for Steps 3 and 4 instead of holding it in your hand.

If you’re still unable to complete the calibration process, please skip it and try starting a drill. Double check if the ball can still measure stats during the drill.

If the above steps didn’t work, please contact customer support.

If you’re experiencing issues recharging your smart football, follow this quick guide to double-check:

1. Power Adapter:

• Ensure you are using a power adapter with a 5V/1.5A output.

2. Proper Placement:

• Align the charging mark on the ball (facing downward) with the charging mark at the center of the wireless charging base.
• The light on the charging base will turn orange, indicating the smart football is charging properly.

3. Blinking Orange LED: A blinking orange LED indicates an error during recharging. This is often caused by:

• Misplacement of the smart football on the charging base.
• Improper contact between the ball and the base.
• Ensure the charging base is not placed on a metal surface and that no foreign objects are between the ball and the base.
• If using multiple wireless chargers or charging bases simultaneously, maintain a distance of at least 30 centimeters between each device.