Support

The one channel

Email: support@roomcaddie.com.

Every ticket starts the same way: in RoomCaddie, Settings > Help > 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 idle screen, Settings.
• RoomCaddie's own behavior: launching what a tile says it launches, coming back to the home screen, the bar along the bottom, the Return shortcut, the power button, backups and restores made through RoomCaddie, the license key, the update check.
• Leagues, the Courses page (including deleting courses), the phone remote and its connection through relay.roomcaddie.com, your screens and the smart home signal.
• 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. Golf software, launch monitor software, game launchers and their games, streaming apps and websites, Windows itself, drivers, your projector, and your home network and internet connection. 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 shows a safe screen and leaves the saved room file unchanged if it cannot read it. If it rejects a backup you restore, it tells you why and leaves the room as it was.
• 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 support@roomcaddie.com; 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. If RoomCaddie has kept a damaged copy of your room file, you can choose to send it, and support will look at it. The support info is usually all support needs, and it is redacted before it leaves the PC.