Support

Something not working, a question about credits, or a point the app got wrong? Get in touch and we will help you sort it out.

To get a faster answer, include:

• Your device and OS version (e.g. iPhone 15 Pro, iOS 26.1)
• The app version, from Settings → About → App Version
• What you were doing, and what happened
• A screenshot or screen recording, if you have one

Using the app

What does OnlyPoints do?

You pick a tennis match video from your library, and OnlyPoints finds the points in it and builds a reel with the downtime removed: the walking, the ball collection, the towel breaks. Analysis runs on your device, and the video is never uploaded to us.

Do I need an account?

Not to try it. Importing, processing, and previewing a reel all work signed out. You only need to sign in when you export or share a reel, because the Match Credit that pays for it is held on your account. Signing in is also what gets you your 5 free Match Credits, so the first five videos you export cost nothing.

Where do my exported videos go?

Exports are saved to your Photos library (or wherever you chose to save them). The app itself only keeps thumbnails and processing files, which is why the storage number in Settings is smaller than you might expect.

Processing is slow, or seems stuck

A full match takes a while, and longer or higher-resolution recordings take longer still. Processing keeps its place, so if it is interrupted you can pick up where you left off rather than starting over. Turn on notifications (Settings → Notifications) and the app will tell you when a video is done. If a video never finishes, email us with the video's length and your device model.

Some points were missed, or extra clips were included

Point detection is not perfect, and we would genuinely like to see the cases it gets wrong. You can report a bad clip straight from the review screen:

1. Tap the point you want to report in the point list, or step to it with the arrows under the player, so it is the clip showing in the player.
2. Tap the red flag icon, to the right of Fine-tune above the player.
3. In the Report this clip sheet, tap whichever labels fit: Starts too early, Starts too late, Ends too early, Ends too late, Includes multiple points, Not a point, or Audio out of sync. You can add a note as well. Both are optional.
4. Tap Send report.

That sends us the clip you flagged plus your labels and note, and nothing else. We use them only to improve detection accuracy, and delete the clip once it has been reviewed. Each clip can be reported once.

How do I free up space?

Settings → Storage → Clear Cache removes leftover processing files. Your history, thumbnails, exported videos, and any reel you have already paid a credit for are all left alone. Clear All Data is the heavier option and removes processed videos, history, and settings.

Credits, subscriptions & billing

What is a Match Credit?

Importing, processing, and previewing are free and unlimited. One Match Credit is spent when you export or share a reel. It is charged once per video, so re-exporting or sharing the same reel again costs nothing. Every new account includes 5 free credits.

How do I get more credits?

Two ways, both in the app's upgrade sheet:

• A subscription. Monthly or Annual, each giving 10 Match Credits a month, plus subscriber pricing on top-up packs. The Annual plan is the cheaper of the two per month.
• Top-up packs. The League Pack (5 credits) or the Power Pack (15 credits), bought on their own without a subscription.

Current prices are shown in the app and on the App Store listing, in your local currency.

Do credits expire?

Credits bought in a top-up pack never expire. Subscription credits are different: up to 10 unused ones roll over into the next month, and any remaining monthly credits are forfeited if you cancel your subscription.

How do I cancel or change my subscription?

Subscriptions are billed by Apple, so they are managed in your Apple account rather than in OnlyPoints. Open Manage Subscriptions, or on your device go to Settings → [your name] → Subscriptions. Cancelling stops the renewal; you keep access until the end of the period you have already paid for.

I paid, but my credits are missing

First try Restore Purchases in the app's upgrade sheet. That re-checks your purchase with Apple and reapplies it. Make sure you are signed in with the same Apple ID you bought with, and the same OnlyPoints account. If the credits still do not appear, email us and we will sort it out.

How do I request a refund?

Refunds for App Store purchases are handled by Apple, not by us. Request one at reportaproblem.apple.com. If something in the app is broken, tell us too. We would rather fix it.

Account & privacy

How do I delete my account and my data?

In the app, go to Settings → Account → Delete Account. This permanently deletes your account and the data associated with it. You can also email us and we will delete it for you. One thing to know: if you later sign up again, you pick up the free credits you had left rather than a fresh set of 5.

Are my videos uploaded anywhere?

No. Videos you process stay on your device, because the analysis runs locally. The only footage that ever leaves your device is a short clip you deliberately send through Report Issue, and those are deleted once reviewed. The full details are in our Privacy Policy.