Support Center
Need help with Pool Vault? Find answers below or reach out to our team.
Contact Us Directly
Can't find what you're looking for? Email our support team and we'll get back to you as soon as possible.
Help Topics
Getting Started
- • Download Pool Vault from the App Store and create an account with your email.
- • Set up your pool by entering its type, volume, surface, and sanitizer system.
- • Scan your first test strip or enter results manually to see your health score.
- • Follow the personalized recommendations to balance your water chemistry.
AI Scan Tips
- • Dip your test strip and wait the time recommended by the manufacturer (usually 15-30 seconds).
- • Hold the strip flat and scan in good lighting — natural daylight works best.
- • Align the strip within the on-screen frame and hold steady.
- • Select the correct strip brand for the most accurate color matching.
- • If results seem off, try scanning again or use manual entry as a backup.
Subscriptions
- • The free tier includes 3 AI scans, unlimited manual entry, and full access to the dashboard, inventory, and logs.
- • Premium ($4.99/month) unlocks unlimited AI scans, the smart shopping list, and priority support.
- • Manage or cancel your subscription anytime in your iPhone Settings > Subscriptions.
- • Cancellation takes effect at the end of your current billing period — you keep access until then.
- • Refunds are handled by Apple. Visit reportaproblem.apple.com to request one.
Account & Data
- • Your data is encrypted and protected with row-level security. Only you can access your pool data.
- • You can delete your account at any time from Settings in the app. This permanently removes all data.
- • Tap 'Forgot password?' on the sign in screen in the app. Enter your email and we'll send you a link to reset your password.
Troubleshooting
Common issues and how to fix them.
Scan not recognizing my strip
Make sure you've selected the correct strip brand, the strip is well-lit and in focus, and you're scanning within the manufacturer's recommended time window. Try flipping the strip if the colors are upside down.
App is showing inaccurate readings
AI readings are estimates. Verify with a liquid test kit for critical treatments. Ensure you're scanning in good lighting and the strip hasn't expired. You can always use manual entry for more precise control.
Health score seems wrong
The health score is weighted: Chlorine 30%, pH 25%, Alkalinity 20%, Hardness 15%, CYA 10%. If one parameter is significantly off, it will lower the overall score even if others are fine.
Weather data not showing
Weather requires iOS 16 or later and location permissions. Check that Location Services are enabled for Pool Vault in your iPhone Settings. If you see "Demo" weather, your device may not support WeatherKit.
Subscription not activating
Try restoring purchases from Settings in the app. Make sure you're signed into the same Apple ID used for the purchase. If the issue persists, contact us at support@shepridge.com.
App crashing or not loading
Force-quit the app and reopen it. Make sure you're running the latest version from the App Store. If the problem continues, try deleting and reinstalling the app — your data is synced to your account and will be restored.
Supported Test Strip Brands
Pool Vault's AI supports the following test strip brands.
Don't see your brand? You can always enter test results manually. We're continually adding support for more brands — let us know which brand you use.