The Coach's Eye apps and services, including coachseye.com, has been retired by TechSmith. This retirement included a one-year grace period, running from September 14, 2021 until September 15, 2022. During that time, the apps and services remained fully supported. However, at the end of the grace period all support has ended and active subscriptions have expired. This article is intended to help customers understand how best to use the apps and services during the grace period by providing answers to anticipated questions.
Retirement Questions
| Question | Answer |
|---|---|
| Why are you retiring Coach's Eye? | It takes a lot of ongoing development to continue to provide an app and web service that is relevant and up to date with the latest technology. We have decided to invest these resources into other growing areas for TechSmith. |
| What does it mean that we're in a "grace period"? What has changed? | Coach's Eye mobile apps, in-app purchases, and subscriptions are no longer for sale. However, we will continue to support existing customers for a 12-month period. This includes releasing critical bug fixes, but does not include feature development. We have also extended all active subscriptions, at no cost to subscribers, to match the duration of the grace period. At the end of the grace period, all Coach's Eye cloud services will be disabled and the mobile apps will no longer be supported. If you plan to continue to use video as a coaching tool, we recommend you find a suitable alternative before the grace period ends on September 15, 2022. |
| What happens if my subscription expires during the grace period? Will I be charged? | If you are an active VIP or Teams subscriber, your subscription end date has already been extended to September 15, 2022. You will not be charged for this extension and your subscription will not be billed for a renewal. |
| Can I become a new VIP or Teams subscriber? | No. New subscriptions are no longer available after the retirement announcement. |
| How much longer can I continue to use the product? | The grace period will last until September 15, 2022, but we recommend you find an alternative as soon as it makes sense for you. |
| I received an email from Apple saying my subscription will end on a date that is earlier than September 2022. Is that true? | No. If you are an active VIP or Teams subscriber, we have extended your subscription end date out until September 15, 2022. Unfortunately, Apple is not aware of that change and is only aware of your original billing cycle end date. Again, you will not be charged for this extension. |
| Can I get a refund for my current subscription? | We have extended our normal subscription refund eligibility window from 30 days to 60 days. If you have made a subscription payment (new or recurring) in the last 60 days, you are eligible for a full refund. If you are granted a refund, your VIP or Teams subscription will end immediately. Refunds are unavailable for in-app tools (example: Angle Tool) or premium video pack purchases. Note for Apple subscribers: Unfortunately, Apple does not allow us access to any customer information for purchases made within the Apple App Store. For more information on refunds for App Store purchases, view this Apple support article: https://support.apple.com/en-us/HT204084 |
| Will the mobile app give some kind of indication that the product is retired? | Yes. A series of messages about retirement will appear in the app. |
| Will I receive emails about the retirement? | Possibly. We will attempt to send a series of emails about retirement to active subscribers and users, but it may not be possible to reach all users for all time. |
| Can I call Tech Support if I have problems? | Yes, for now. We will continue to support Coach's Eye apps and services only until September 15, 2022. |
| I rely on Coach's Eye. Is there some alternative product or service that you would recommend as a replacement? | There isn’t anything exactly like Coach’s Eye, but there are some apps that might provide similar functionality. We suggest you search for “Coach’s Eye” in your app store and see what similar products come up. |
Account Questions
From a technical perspective, your Coach's Eye account is simply a TechSmith account with specific access granted for coachseye.com and your Coach's Eye mobile apps. During the grace period and after retirement, your TechSmith account can be used with many other TechSmith products and services. Learn more about your TechSmith account.
| Question | Platform | Answer: During Grace Period (until Sept. 15, 2022) | Platform | Answer: After Grace Period Ends (Sept. 15, 2022) |
|---|---|---|---|---|
| What will happen to my Coach's Eye account? | All | You can continue to use the Coach's Eye apps and services. | All | You will no longer be able to log into coachseye.com. However, your Coach's Eye account is also a TechSmith account that you can use to access other TechSmith products and services. |
| I no longer want my account. Can I delete it now? | Cloud | Yes. See this article for steps to delete your account. | Cloud | Yes. See this article for steps to delete your account. |
| Can I log into the mobile app with my Coach's Eye account? | Android, iOS | Yes. | Android, iOS | No. |
| Can I log into the Coach's Eye website with my account? | Coach's Eye website | Yes. | Coach's Eye website | No. |
| Can I log into the general TechSmith website with my account? | Cloud | Yes. | Cloud | Yes. |
| Can I still purchase premium tools and video packs within the app? | Android, iOS | No. However, all premium drawing tools have been unlocked in the latest release. Video packs are no longer available for purchase, and are only available to customers who purchased the video packs previous to the retirement announcement. | Android, iOS | No. However, all premium drawing tools have been unlocked in the latest release. Video packs are no longer available for purchase, and are only available to customers who purchased the video packs previous to the retirement announcement. |
| Can I begin a trial of VIP or Teams during the grace period? | All | No. Similar to new subscriptions, trials are unavailable. | All | N/A |
| Can I use existing seats from my team subscription to invite new users to my team? | All | Yes. Also, we have automatically added 15 seats to every Coach's Eye Teams subscription. | All | No. |
Content Questions
| Question | Platform | Answer: During Grace Period (until Sept. 15, 2022) | Platform | Answer: After Grace Period Ends (Sept. 15, 2022) |
|---|---|---|---|---|
| I've shared video links on coachseye.com with my athletes. Will those links still work? | Cloud | Yes. | Cloud | No. Please be sure to export any videos you may need prior to September 15, 2022. |
| Can I share new videos to coachseye.com? | Cloud | Yes. (Your storage limits will vary based on your subscription level.) | Cloud | No. |
| Can existing team members access videos from their team locker? | Cloud | Yes. | Cloud | No. Please be sure to export any videos you may need prior to September 15, 2022. |
| I have a lot of videos. How do I export my videos out of your product? | iOS | To export videos from your iOS device, follow the steps in this support article. | iOS | Since the app will be unsupported, we strongly recommend that you export your videos during the grace period. To export videos from your iOS device, follow the steps in this support article. |
| Android | To export videos from your Android device, follow the steps in this support article. | Android | Since the app will be unsupported, we strongly recommend that you export your videos during the grace period. To export videos from your Android device, follow the steps in this support article. | |
| Coach's Eye website | To export videos from an account with 50 or more videos please follow this support article. Individual video files can be downloaded in most desktop web browsers using the following steps:
|
Coach's Eye website | The Coach's Eye website will be shut down, and your videos will no longer be available. Please be sure to export any videos you may need prior to September 15, 2022. | |
| What happens to the premium videos that I purchased? | Android | You can continue to view and analyze premium videos in the mobile app. | Android | Premium videos are not licensed for use outside the mobile app. |
| iOS | You can continue to view and analyze premium videos in the mobile app. | iOS | Premium videos are not licensed for use outside the mobile app. | |
| Is the product going to automatically delete my videos? If so, when? | Android | No. Videos in the local locker of the app will remain on your device until the videos are manually deleted or the app is uninstalled. | Android | No. Videos in the local locker of the app will remain on your device until the videos are manually deleted or the app is uninstalled. |
| iOS | No. Videos in the local locker of the app will remain on your device until the videos are manually deleted or the app is uninstalled. | iOS | No. Videos in the local locker of the app will remain on your device until the videos are manually deleted or the app is uninstalled. | |
| Coach's Eye Website | No. | Coach's Eye Website | Yes. Owner and viewer access to videos hosted on coachseye.com will end on 9/15/2022. Subsequently, media will be permanently deleted from TechSmith servers on or before March 2023. |
Mobile App Questions
After the grace period ends on September 15, 2022, the VIP & Team version of the Coach's Eye iOS app will no longer be usable. The Android and Classic($4.99) iOS Coach's Eye apps may still continue to function, despite being no longer supported. It is likely however, that device and operating system releases will cause unexpected issues with the mobile apps. TechSmith will not release fixes for issues introduced after the grace period has concluded.
| Question | Platform | Answer: During Grace Period (until Sept. 15, 2022) | Platform | Answer: After Grace Period Ends (Sept. 15, 2022) |
|---|---|---|---|---|
| Can I still record videos? |
Android iOS |
Yes. |
Android iOS |
Yes, for as long as the Android and Classic iOS apps continue to work. The VIP and Teams app will no longer be usable. |
| Can I still analyze videos? |
Android iOS |
Yes. |
Android iOS |
Yes, for as long as the Android and Classic iOS apps continue to work. The VIP and Teams app will no longer be usable. |
| Can I still analyze side-by-side videos? |
Android iOS |
Yes. |
Android iOS |
Yes, for as long as the Android and Classic iOS apps continue to work. The VIP and Teams app will no longer be usable. |
| Can I install the mobile app on a different phone or reinstall to the existing phone? | Android | Yes. Coach’s Eye for Android will remain available for download from the Google Play Store. | Android | Yes, if you have installed the app prior to the end of the grace period. If you have previously installed the app, then you can reinstall from the your App Library in the Google Play Store. |
| iOS | Yes. If you have previously installed the app, then you can reinstall from the "Purchased" section of the App Store. You must use the Apple ID from the original purchase. | iOS | Yes. If you have previously installed the app, then you can reinstall from the "Purchased" section of the App Store. You must use the Apple ID from the original purchase. | |
| Can I still use the premium drawing tools? |
Android iOS |
Yes. |
Android iOS |
Yes, for as long as the Android and Classic iOS apps continue to work. The VIP and Teams app will no longer be usable. |
| Can I still import videos? |
Android iOS |
Yes. |
Android iOS |
Yes, but only from your Camera Roll/Library, not from your Coach's Eye cloud account. And only for as long as the app continues to work. |
| Can I still upload videos to YouTube? |
Android iOS |
Yes. |
Android iOS |
Yes, for as long as the Android and Classic iOS apps continue to work. The VIP and Teams app will no longer be usable. |
