Auto-detection of the pool boundaries has failed

The app will attempt to detect the bounderies of your pool automatically and ask you to confirm.

If the auto detection fails after two attempts you will be able to define them manually. Define the boundaries by tapping on the screen and then moving the dots of the shape to best cover the pool’s boundaries.

You can achieve full coverage of your pool’s unique shape and size in landscape by tapping the screen to create additional points and moving them as appropriate.

Can I mute alerts?

Yes, you can mute alerts for Unattended Toddler, Person Underwater and Security mode for 15 minutes, 1 hour or 24 hours. Please ensure there’s constant adult supervision while alerts are muted.

If you don’t wish to receive pool in use notifications while you mute alerts, you can disable them from Settings/Alerts/Preferences.

I can’t pair the Camera

If you are having difficulties connecting the Camera, please ensure that it’s connected via ethernet cable directly to your router. Wireless connections are not supported.

If you have confirmed the Camera setup, please take a screenshot of the error message you are seeing and email our support team at support@poolscout.com.

I haven’t received a PIN code

If you haven't entered a PIN code after 60 seconds, the app will automatically attempt to send you a new one. If you miss the second one you will see a Resend PIN button that will send you a new PIN number.

If you continue to be unable to receive a code, please contact our support team at support@poolscout.co.

Can I use it while my pool is under construction?

You can activate Construction mode during onboarding or in Settings/Pool. While Construction mode is on, a time-lapse video will be added daily to your Timeline during the construction or renovation period. You can add your contractor or architect's so they can also receive the videos after your approval.

How do I control the Camera Alarm?

From Settings/Camera Alarm, you can choose to enable it and turn on auto-activation for safety alerts (Unattended Toddler, Person Underwater and Person detected when Security mode is on).

Why should I enable app notifications?

PoolScout's main benefit is notifying you when there is something dangerous going by your pool. If you don't enable the notifications, PoolScout can't do its work.

Why should I add people to my PoolScout account?

Adding more people to join your PoolScout account will increase your chance of a timely response in the case of an emergency. You will be able to customize permission and access levels for each user.

How do I report a false alert?

From the app Timeline, you can view all the recordings that were triggered by an unsafe event. If after watching the video you conclude it was a false alert, you can report it by tapping the False Alert button.

Marking false alerts helps train our AI faster and helps to minimize false alerts in the future.

How do I disable the Alarm?

You can disable it from the app Settings/Camera Alarm. If you don’t want to use it at all you can also unpair it.

How do I turn on ‘pool in use’ notifications?

From the app Settings/Alerts, under Preferences.

The livestream is lagging and there’s a delay

PoolScout Pro:This typically points to an issue with internet connection. Please check that your PoolScout Camera has an ethernet cable connection directly to your router. Wireless connections are not supported for the PoolScout Pro camera

Poor Wi-Fi signal strength: Ensure a strong Wi-Fi signal where the PoolScout camera is installed.

Long delay before your video starts: This is also caused by slow Wi-Fi/ Internet speeds.

The PoolScout system requires a minimum upload speed of 5mbps. You can check your connection speed using any free online speed test tool.

If you have checked these, please email the support team at support@poolscout.co. Be sure to include a screenshot of your speed test results so we can better help.

Does PoolScout work at night?

PoolScout's AI is currently active from sunrise until sunset, but the Live Stream can be accessed 24/7. Security mode and ‘Pool in Use’ notifications also work 24/7.

Performance of the detection capabilities at night, or any other challenging scenarios with low light or obstructions, may impact PoolScout’s performance.

Photo by Brian Marco

Does PoolScout replace pool supervision?

No. PoolScout is an added layer of safety and is not intended to replace adult supervision at any time.

Photo by Jesper Stechmann

What is ‘PoolScout Labs’?

Over the last 12 months, we’ve been testing and upgrading PoolScout through a Beta program with over 200 participants in the USA. Thanks to their ongoing feedback, PoolScout AI has been constantly learning and improving. However, there are certain capabilities that need further work, so we keep them under a ‘Labs’ section, so early adopters can try them ahead of release.

How is my personal data handle?

PoolScout respects your privacy and is committed to protecting your personal data. For more information, please review our Privacy Policy.

How are my videos secured?

PoolScout uses the highest standards of security using 256-bit encryption methodologies and ensures on an ongoing basis that the required standards for data privacy and protection are met.

I’m giving away my Camera

Before you give your Camera away, make sure you unpair it from Settings/Camera. Once unpaired, tell your friend to download the app and create an account so they can pair it.

I’m moving houses, what happens with my PoolScout?

You can easily reinstall your PoolScout camera in any location. Simply set the new pool bounderies and address in the app, under Settings -> Pool.

How do I close my account?

You can close your account from Settings/Accounts. You have 30 days to change your mind, after that, all your data will be deleted. You can also opt to close your account inmediately if you wish to.