Support

The one channel

Email: [email protected].

Every ticket starts the same way: in RoomCaddie, Settings > Support info > Copy support info, pasted into the email. That summary carries the versions, the screen sizes, the tile counts, the recent launches and the last 200 log lines, with names, folder paths and keys already removed. It was built so that support can answer without ever touching your PC, and it is the first thing support reads.

How fast

A reply within one or two business days.

What support covers

RoomCaddie itself, on Windows 11:

• Installing, upgrading and uninstalling RoomCaddie.
• The first-run setup (the wizard) and what it finds on the PC.
• The room editor: tiles, folders, steps, artwork, themes, the room logo, the ambient screen, Settings.
• RoomCaddie's own behaviour: launching what a tile says it launches, coming back to the home screen, the session bar, the hotkeys, the power button, backups and restores made through RoomCaddie, the license key, the update check.
• A crash, a hang, a wrong sentence on screen, a wrong picture.
• Anything the support info shows RoomCaddie doing wrong.

What support does not cover

• The programs and sites RoomCaddie launches. The golf software, the launch monitor's software, game launchers and their games, streaming apps and websites, Windows itself, drivers, the projector, the network. When the support info shows the problem is there, the reply says what RoomCaddie saw (for example "the golf program closed three seconds after it started"), whose problem it is, and where to get help for it - and stops there. No troubleshooting of someone else's software.
• A room file edited by hand, or a backup that was edited by hand and restored. RoomCaddie's editor and its backups are covered; a file changed outside them is not. The answer is Backups: an automatic snapshot from before every change is waiting there. RoomCaddie refuses a damaged file politely and keeps the last good room.
• Windows 10 or earlier.

Installed by a dealer

If an installer we have approved set RoomCaddie up in your room, they support you first: they know your room and your setup. You can still write to [email protected]; we help you and copy your installer on the reply, unless you ask us not to. Installers reach us the same way, with the support info from the room's PC.

The escape hatch

If RoomCaddie does not work for you, the 14-day refund needs no reason (for a key a dealer bought, the dealer asks for it). Support will say so rather than keep a customer in a loop.

What support never asks for

Your license key, your Windows password, remote access, or a copy of your room file with paths in it. The support info is the only thing support needs, and it is redacted before it leaves the PC.