If you encounter any issues or require technical support, our dedicated team is here to help. To ensure we can assist you as quickly and efficiently as possible, please follow the guidelines below when reporting an issue.

Highly Recommended Information to Include in Your Report

Providing the following basic information, detailed description and supporting visuals will significantly help our support team in diagnosing the problem and providing you with a solution sooner.

Basic Details:

• Mobile Device Model: e.g., iPhone 14 Pro, Samsung Galaxy S23 Ultra, Google Pixel 7. You can typically find this in your phone's 'Settings' > 'About Phone' (Android) or 'Settings' > 'General' > 'About' (iOS).
• Mobile Operating System (OS) Version: e.g., iOS 17.5.1, Android 14. This information is usually found in the same 'About' section of your phone's settings.
• INSAIT JOY App Version: e.g., INSAIT JOY App v1.2.3. You can usually find the app version listed within the INSAIT JOY app's own About section

Detailed Description of the Issue:

• What is happening? Describe the problem clearly and concisely.
• When did it start occurring? E.g., "after the last app update," "during my third session today," "since last week".
• What specific steps did you take leading up to the issue? E.g., "I started a session, then tried to sync, and it crashed".
• What troubleshooting steps have you already attempted? E.g., "I've tried restarting my phone, restarting the shin guards".
• Is the issue consistent or intermittent? If intermittent, how often does it occur?

Supporting Visuals (Highly Recommended!):

Providing visual evidence can be extremely valuable in helping us understand your issue quickly:

• Screenshots: Capture screenshots of any error messages, unusual data displays, or relevant sections of the app.
• Photos: Take photos of the light indicator status (e.g., if it's not charging correctly, or flashing unusually).
• Short Videos: A brief video recording of the issue occurring can provide immense clarity and help us diagnose complex problems much faster.

How to Report an Issue

Please compile all the relevant details and submit your issue report by emailing us directly at support@gengee.com or submit a customer support form.

Our support team is dedicated to responding to your query as soon as possible, typically within 48 business hours during our operating hours (Monday-Friday, 9 AM - 5 PM GMT+8).

We appreciate your patience and cooperation as we work diligently to resolve your issue and ensure you get the most out of your INSAIT JOY Smart Shin Guards.

An app crash during synchronization typically indicates an issue with the data stored on your INSAIT JOY trackers, or potentially a software compatibility problem. This can happen if you initiate too many new measurements without previously syncing, or if a single measurement session exceeds the tracker's storage capacity (approximately 2 hours).

Let's troubleshoot this step-by-step:

Primary Solution: Tracker Reset

In most cases, the most effective solution for sync-related crashes due to data errors is to reset your trackers to factory settings. This process will erase all previously stored data on the devices, allowing them to start fresh.

IMPORTANT DATA WARNING BEFORE RESETTING

• Unsynchronized Data WILL Be Lost: Resetting your smart shin guards will permanently erase any performance data currently stored on the trackers themselves that has NOT yet been successfully synchronized to your INSAIT JOY user account in the app.
• Synchronized Data is Safe: This process will NOT affect any data that has already been successfully synced and uploaded to your user account in the INSAIT JOY app.
• Recommendation: If possible, always ensure your data is synchronized before attempting a factory reset to avoid any loss of valuable session data.

How to Perform a Reset

1. Ensure your mobile phone’s Bluetooth is enabled. Confirm both INSAIT JOY trackers are powered on and within close proximity to your phone.
2. Open the INSAIT JOY app. Navigate to 'Me' (bottom navigation bar) > 'My Smart Shin Guards'.
3. Tap 'Device Info' to connect to your trackers.
4. Scroll down and tap the 'Reset' option.
5. The app will typically prompt you with a confirmation message. Read this message carefully (it often reiterates the data loss warning) and confirm your decision to proceed.
6. The reset usually takes a few moments. It is crucial: DO NOT turn off your phone or disconnect the shin guards during this time.
7. Once complete, your trackers will revert to their factory state. You will then need to re-pair them with your account again through the app's setup process.

Preventing Future Sync Errors:

To minimize the chances of future sync issues and data loss:

• Sync After Each Session: We highly recommend syncing your data at the earliest opportunity after every measurement session. This transfers data to the app and frees up internal storage on your trackers.
• Regular Sync for Extended Sessions: If your measurement time exceeds 2 hours, we recommend synchronizing data with the app at least every 2 hours during your extended session.

Other Potential Causes for App Crashes During Sync

If the reset does not resolve your issue, or if you suspect the cause is not data-related, consider these other possibilities:

Out-of-Date App Version:

• Issue: Using an incompatible or outdated version of the INSAIT JOY app.
• Solution: We strongly recommend updating to the latest version of the INSAIT JOY app.

Incompatible Firmware Versions:

• Issue: Your trackers' firmware might be incompatible with the current app version, or require an update.
• Solution: We recommend checking for and updating to the latest firmware versions for your trackers.

Phone Compatibility Issues:

• Issue: In rare cases, specific phone models or operating system (OS) versions might have compatibility conflicts.
• Solution: Please check our phone compatibility lists and requirements. If your device meets the requirements and you're still experiencing crashes, please report the issue to us, including your phone model and OS version, so we can investigate further.

Need Any Help?

If you continue to experience issues after trying these steps, please contact our support team with details of the problem you are encountering for further assistance.

If your INSAIT JOY tracker shows a solid blue light when it's not actively synchronizing data with the app (i.e., during a measurement session or immediately after power-on), this indicates a tracker error state. This typically occurs if the device's internal storage capacity has been exceeded (e.g., from very long sessions without syncing) or due to a temporary software glitch.

Action Steps to Resolve a Solid Blue Light Error

Please try the following troubleshooting steps in order:

1. Recharge and Restart the Tracker (First Attempt):

• Connect the problematic tracker to its USB charging cable for approximately 1 minute.
• This brief recharge can often allow the tracker to perform a soft restart and clear minor errors.
• After 1 minute, disconnect it from the USB cable and observe if the light status changes (e.g., goes to a flashing purple/blue standby state).

2. Perform a Factory Reset (If Error Persists):

• If the light still remains solid blue after attempting the recharge and restart, a full factory reset of the tracker is recommended. This will clear all data and settings, resolving deeper software issues.
• Important Data Warning: Remember that resetting the tracker will erase any performance data currently stored on the device that has NOT yet been synchronized to your INSAIT JOY app account. Always try to sync data before resetting if possible.
• For detailed step-by-step instructions on how to perform a factory reset, please refer to our dedicated guide.

Need Any Help?

If you continue to experience a solid blue light error after trying both of these steps, please contact our support team at support@gengee.com for further assistance.

Each pair of L and R tracker in your INSAIT JOY Smart Shin Guards is pre-programmed and must communicate with each other to function properly. If you've accidentally mixed up your INSAIT JOY trackers, don't worry—you can easily re-pair them using the app.

The process for re-pairing depends on whether you're using the individual INSAIT JOY app or the INSAIT JOY Team app.

For Individual Users (INSAIT JOY App)

The app's pairing feature will help you identify and connect with the correct trackers from a group.

1. Get Ready: Turn on all trackers and ensure they are close to your phone. Make sure your phone's Bluetooth is enabled.
2. Unpair Existing Trackers: If you've previously paired trackers with your account, go to Me > My Smart Shin Guards and tap Unpair.
3. Start Pairing: Navigate back to Me > My Smart Shin Guards and tap Pair. The app will scan for available trackers. If you have renamed your devices, select the correct name from the list. If not, select a device from the list.
4. Identify Your Trackers: The app will prompt you to examine the light patterns on the trackers. The specific pair you select will display a solid/constant light. Other trackers will show a flickering light.
5. Select and Connect: Pick out the trackers with the solid light. These are the pair that you selected.
6. Isolate: To avoid future mix-ups, you can turn off your paired trackers and separate them from any others.

For Team Users (INSAIT JOY Team App)

This process uses the app to visually identify your specific trackers from a list of devices.

1. Get Ready: Make sure all L and R trackers are turned on and placed near your phone. Confirm that your phone’s Bluetooth is also enabled.
2. Go to the App: Open the INSAIT JOY Team app and go to the Shin Guards tab using the menu at the bottom of the screen.
3. Select a Device: A list of connected devices will appear. Tap on any device name to view its Device Info.
4. Find Your Trackers: Observe the lights on all the trackers. The pair you have selected will show a solid blue light (or solid red light if the battery is low), while others will continue to flicker.
5. Label Your Trackers: Once you've found your correct pair, you can pick them up, turn off the L tracker and label them for future use.

Best Practices to Prevent Mix-Ups

To prevent this from happening again, we highly recommend these tips:

• For Individual Users: Rename your trackers in the app to make them easy to identify. You can do this by going to Me > My Smart Shin Guards > Device Info while connected to your shin guards.
• For Team Users: Rename your trackers in the app by swiping left on the device name in the Shin Guards tab. We also recommend using numbers to rename them and applying the same numbers to a physical label on each corresponding L and R tracker.

Still Need Help?

If these steps do not resolve the issue, please contact our support team at support@gengee.com, and provide us with a detailed description of the problem and all the troubleshooting steps you have already tried.

Inaccurate or missing performance data can be frustrating, but it's usually due to a few common factors. Let's go through the typical causes and their solutions to ensure your INSAIT JOY Smart Shin Guards capture every detail of your game:

Common Causes & Solutions

Incorrect Device Wearing or Placement:

• Issue: Placing the Right (R) tracker in the Left (L) shin guard, or wearing the shin guards on the wrong leg. The trackers are specifically designed for their respective sides.
• Solution: Always verify the 'L' and 'R' markings on both your trackers and the corresponding shin guard pockets. Ensure each tracker is placed into the correct shin guard, and then wear the shin guards on the correct side of your leg. Correct orientation is critical for accurate data capture.

Mixed up L and R trackers:

• Issue: You may have mixed up one of your trackers with the ones from your teammates or other sets. Since each L and R tracker pair is uniquely programmed, a mixed set will not function correctly and may result to inaccurate measurements.
• Solution: To resolve this, please follow our specific guide on this issue: "I have mixed up my trackers with other sets. What should I do?"

Low Battery Level:

• Issue: If the battery level is too low, the trackers may fail to register data accurately, or they might shut down unexpectedly during a measurement session.
• Solution: Always ensure your trackers are fully recharged before each use. During a session, if you notice the tracker's light flashing slow red, it indicates a low battery, and you should charge them as soon as possible.

Insufficient Activation Movement:

• Issue: The trackers are designed to automatically begin measuring data only after detecting a certain amount of initial movement. For very short "test" sessions, you might not generate enough steps to trigger recording.
• Solution: Note that the trackers typically require 30-40 active steps to begin measuring. For best results, power on your smart shin guards before your session begins and include a brief walk or jog as part of your warm-up to ensure data collection is initiated.

Tracker Error / Exceeded Storage Capacity:

• Issue: This is a common cause, particularly if previous session data hasn't been synced, or if a single measurement session has exceeded the tracker's internal storage capacity (typically around 2 hours of continuous recording). This state is often indicated by the LED light displaying a solid blue light during measurement or after powering on (when not actively syncing).
• Solution: In such cases, the best solution is to reset the trackers to factory settings. This process will erase all previously stored data on the devices, allowing them to function correctly again.
• Action: If you see a solid blue light error, first try connecting the tracker to its USB charging cable for about 1 minute. If the light remains solid blue after disconnecting, proceed with a full factory reset. For detailed instructions on how to reset your trackers, please refer to our corresponding reset guide.

Outdated Firmware Versions:

• Issue: The firmware on your trackers might be outdated, causing compatibility problems or affecting data accuracy.
• Solution: Ensure your trackers are running the latest firmware.

Need Any Help?

If you have tried all the above steps and continue to experience issues with inaccurate or missing stats, please contact our dedicated support team at support@gengee.com with details of your problem. We're here to help!

If you encounter a message indicating that your INSAIT JOY Smart Shin Guards are already paired with another user, it means they are currently linked to a different INSAIT JOY account (potentially another account that you created previously). To connect them to your current account, you will need to unlink them from their previous connection.

Here's the recommended approach:

1. Attempt Standard In-App Unpairing (First Step)

1. Ensure Bluetooth is enabled on your mobile phone. Confirm both INSAIT JOY trackers are powered on and are within close proximity to your phone.
2. Open the INSAIT JOY app. Remember to login using the account that you previously created.
3. Navigate to the 'Me' tab (located in the bottom navigation bar). Select 'My Smart Shin Guards' from the menu options.
4. On this screen, you should find an option to 'Unpair' the trackers. Tap this option.
5. The app will guide you through the unpairing process with on-screen prompts. Follow these carefully to complete the unpairing.

2. If Standard Unpairing Fails: Use Engineer Mode Instructions

If the standard in-app unpairing process doesn't resolve the issue (e.g. the product was linked to another user account which is not yours), you will need to use a specific procedure to restore the pairing status of the trackers. This is not a full factory reset, but a dedicated process to address pairing conflicts.

• Action: Please refer to the specific instructions for restoring pairing status using Engineer Mode.
• Download Instructions here.

Still Need Help?

If you continue to experience difficulties pairing your trackers after attempting both of these methods, please contact our support team at support@gengee.com for further assistance.

Here's a comprehensive troubleshooting guide to help you find it or identify the issue:

1. Check All Email Folders (Immediately):

• Inbox and Spam/Junk: As soon as you attempt to register, immediately check both your main inbox and your Spam or Junk Mail folders. Verification emails are sometimes incorrectly filtered.
• Promotions/Other Tabs (for Gmail users): If you are using a Gmail address, also be sure to check your 'Promotions' and any other categorized tabs, as emails from new senders can sometimes land there.

2. Verify Email Address and Recent Links:

• Correct Email Address: Double-check that you entered your email address correctly during registration. A simple typo can prevent delivery.
• Use the Most Recent Link: If you have clicked the "Resend Verification Email" button multiple times, you must use the most recent link sent to your inbox. Older links become invalid once a new one is requested.

3. Consider Email Provider & Network Policies:

• Company/Work Email Addresses: If you are using an email address provided by your company or workplace, their strict IT security policies and firewalls may be blocking the verification email. You may need to check with your IT department, or consider using a personal email address (like Gmail, Outlook, etc.) for registration if possible.
• Email Provider Filters: Some email providers have very aggressive spam filters. You may need to add our email address (e.g. info@gengee.com) to your contacts or 'safe sender' list to ensure future emails are delivered.

If the Issue Persists:

If you have tried all the above checks and steps and are still unable to receive your verification email, please get in touch with us immediately. We will escalate this to our Support Team for further investigation.

Contact us at: support@gengee.com

When contacting us, please provide:

• The email address you are trying to register.
• The approximate time you attempted to register.
• Any specific error messages you encountered (if any).
• Confirmation of the troubleshooting steps you have already performed.

If you're experiencing difficulty connecting your INSAIT JOY Smart Shin Guards to the app, follow these troubleshooting steps. Please try each step and test the connection before moving to the next.

1. Basic Checks (Start Here)

• Ensure Bluetooth is Enabled: Double-check that Bluetooth is turned ON on your mobile phone.
• Trackers are Charged & Powered On: Make sure both your INSAIT JOY trackers are fully charged and have been successfully powered on. A low battery can prevent connection.
• Proximity: Bring your smart shin guards and phone very close together (within a few feet/a meter). Walls, furniture, or other electronic devices can sometimes interfere with Bluetooth signals.
• Close and Reopen App: Fully close the INSAIT JOY app (force quit it from your phone's recent apps list) and then reopen it.
• Restart Phone: Power off your mobile phone completely, wait a few seconds, and then power it back on. This can resolve temporary software glitches.

2. Advanced Troubleshooting

If the basic checks don't resolve the issue:

• Check App Versions: Ensure you have the latest version of the INSAIT JOY app installed from your app store. Outdated apps can have compatibility issues.
• Firmware Update: Your trackers' firmware might be outdated. If you can get a connection, even briefly, check for firmware updates within the app. See our specific guide for firmware update procedures.
• Tracker Error State:A solid blue light on the tracker (when not syncing) indicates a tracker error that can prevent connection. Refer to: "Why is the LED indicator displaying a solid blue light during measurement or after powering on (not during data syncing)?" for specific troubleshooting steps, including a potential reset.

If Still Unable to Connect

If you have tried all of the above steps and your INSAIT JOY Smart Shin Guards still won't connect, please contact our dedicated customer support team with the following information:

• Your phone's make and model (e.g., Samsung Galaxy S24, iPhone 15).
• Your phone's operating system version (e.g., Android 14, iOS 17.5).
• The INSAIT JOY app version you are using.
• A detailed description of the problem and all the troubleshooting steps you have already tried.
• Contact Us: support@gengee.com

If you're experiencing difficulties recharging your INSAIT JOY trackers or suspect a battery issue, it's often due to common factors with the charging setup. Follow these troubleshooting steps to identify and resolve the problem:

Inspect Your Charging Equipment

1. Power Adapter:

• Ensure you are using a power adapter with the correct output specification of 5V/1A. Using an adapter with a significantly different voltage or amperage can cause issues.
• If possible, switch to another functioning 5V/1A power adapter (e.g., from another small electronic device) to rule out the possibility of adapter failure.

2. USB Cables:

• Use different USB cables for recharging. Cables can become faulty over time, even if they appear undamaged. A worn or damaged cable is a very common cause of charging problems.

3. Power Source:

• Try recharging on a different power socket or USB port (e.g., a different wall outlet, a computer's USB port, or a power bank) to rule out issues with the power source itself.

Check Connections & Physical Fit

1. Firm & Correct Insertion:

• Make sure that all cables and adapters are well and firmly connected to both the power source and the trackers.

2. Tracker USB Port:

• Pay special attention to the trackers' USB ports. Ensure the USB cable is inserted correctly and fully. Sometimes, even a slight misalignment can prevent charging.
• Check the port for any debris or damage.

Observe Light Indicators for Charging Status

The tracker's LED indicator provides vital information during charging:

1. Fast Red Flash (Flicker):

• Meaning: This specifically indicates a charging issue. If you see this, recheck all the points mentioned above (adapter, cable, connection).
• Action: Disconnect and reconnect the charger to retry.

2. Solid Red Light:

• Meaning: This is the correct indicator for ongoing recharging. Your INSAIT JOY trackers are actively receiving power.

3. Solid Green Light:

• Meaning: This indicates that the INSAIT JOY football player trackers are fully charged and ready for use.

Verify Battery Status in the App

After a recharge, or if you suspect issues, check the battery status directly within the INSAIT JOY app to confirm the battery's condition:

1. Open the INSAIT JOY app.
2. Navigate to 'Me' > 'My Smart Shin Guards' > 'Device Info' to view the current battery percentage for each tracker.

Still Need Help?

If you have performed all these checks and continue to experience issues with recharging or suspect a fundamental battery problem, please contact our support team at support@gengee.com. Provide them with a detailed description of the problem and all the troubleshooting steps you have already tried.

Unfortunately, you cannot actively locate a lost INSAIT JOY tracker via the app. Our trackers are designed to focus on precise performance measurement and seamless integration within the shin guards, rather than real-time GPS-style location tracking for lost items. They do not emit a continuous signal that can be used for "find my device" features.

What to do if you've lost a tracker

• Retrace Your Steps: Carefully re-check the area where you last used your smart shin guards, including your bag, locker room, car, and the field itself. They are small, so they can easily be overlooked.
• Check the Shin Guard Pocket: Ensure it hasn't slipped out into the shin guard itself or become lodged.

Replacing a Lost Tracker

If you are unable to locate your lost tracker(s), individual replacement trackers may be available for purchase. Please contact our customer support team to inquire about replacement options and pricing.

• Contact Us: support@gengee.com

We recommend being mindful of where you place your trackers when not in use, and always securing them firmly within the shin guard pockets during play.