This knowledge base has a bunch of helpful questions
Question
Typical AnswersMore details
I would like to cancel my membership
Step1: Ask for email if on chat Step 2: Check membership in HS to see when their membership renews. - If it's a monthly membership, look up when it started and refer to step 3 and then 4 in follow up questions. - it's it's an annual or longer membership and the renewal date is in the future refer to step 4 in follow up questions.Step 3: If less than 12 months explain there is a 12 month minimum commitment and probe for how we can help them overcome any obstacles. Step 4: If more than 12 months, indicate you can help, but first you'd like to understand what led them to this decision. Probe for how we can help them overcome obstacles and try to win them back to try it again.
Where is my shipment
Step 1: Ask for email, Step 2: Find tracking number in associated deal. Step 3: if tracking is showing limited movement, explain there are shipping delays and you're following up with our shipping partner to find out why. Ask to follow up with them via email when you get a response.If email provided is not associated with deal, ask them if they are the ones who purchased the memberships or if they used a different email.
Can I use this in china?
Absolutely, you can use Tritonwear anywhere in the world, and we ship to most countries too. Please leave your email and someone from our team will reach out to help determine the best package for you.
Where is TritonWear available internationally?
TritonWear is available in most countries internationally except the countries our couriers will not deliver to due trade restrictions. Please let us know what country you reside in and we'll inform on TritonWear's availability in your location.
My unit won't turn on
Step 1: Ask for user email and unit code. Step 2:Ask if they have left it for an overnight charge. If not, please leave it for an overnight charge. Tell them if unit the unit died during training or while the firmware was being updated the battery is fully drained, and it can take hours after being when plugged in for the light to reappear.1. Ask If they have left it for an overnight charge ask if they have access to another charging cable to leave it overnight with that cable in case the cable is the issue. 2. Ask if it is a new unit or a unit that was working and stopped working
Unit has a red blinking light
-Ask for user email and unit code Step 1: Try a hard reset: get unit to purple light, then hold power button extra long (15-30 seconds). This will go from purple, to red and then back to purple. Step 2: Then release power button Step 3 Finally turn the unit off and back on, it should go back to blue light mode. Note:This process may need to be repeated 3-5 times before giving up on it. Ask them to video themselves performing this process, in case it doesn't work.
Unit has solid white light
- ask for email and unit code - validate user is unit owner or assignee - use tritonbot command to reset firmware to an old version (not the currently live production version) - ask the customer to turn the unit off and back on, force close and open a fresh instance of the app on their phone or tablet - if the unit cannot be found on initial scan, ask them to hold the power button down util they see a purple/violet/pink light (not red, blue, or white), and rescan
I can't update my unit
-Ask for user email, unit ID, and device type Step 1: Make sure user is connected to wifi and has bluetooth enabled on device. Step 2: Check if the user trying to do the update is either the purchaser or assigned to the unit Step 3: Use Tritonbot to check that user trying to udpate is verified and unit does in fact need update. Step 4: confirm the device the user it trying to use to update the unit. If it's an android device, ask them to try from an apple device, it's more stable
Why can't the app find my unit to start a workout
Ask for email, check with tritonbot. -If verified, check describe unit with tritonbot to see if they have a unit assigned and if that unit is updated -If state is "Created" they are not registered on app2 and need to do re-registration +email verification on app2.tritonwear.com -If state is "Registered" they have registered on app2 but not verified yet. -If state is "Pending" they haven't created their account yet and may need their registration link from HS.-Ask if they are trying to start a workout for themselves or others. -If it is for themselves, they need to be verified, unit assigned and unit updated and they should be able to do it. -If all above conditions are met then it could be bluetooth interference and suggest to try to run workout with wifi off. -If they are trying to start a workout for someone else then that other person must meet all the conditions of verified, assigned, and updated but ALSO must be on the team they are starting the workout for, and they must be a coach of that team. The easiest way to check team status is to have them look at their Teams section (tablet or computer) and look at their Members list. If the person is listed there and they don't see a pending badge, they are fully on the team. If they are only inside the Manage Members tool on the Active Invitations list then they have not accepted the invitation and cannot be included in a workout until they do that.
I got a replacement unit but I can't assign it.
Step 1: Confirm the unit number that has been replaced (the bad unit) and gather proof in the form of screen shots from the customer (a screenshot of their memberships page with the unit sitting in the unassigned column). Step 2. Confirm the user ID associated with the subscription/units. Step 3. @ Katie in the support channel with this information Step 4. Follow up until she confirms it's done Step 5: Let the customer know they are now able to add their new unit.Add to Replacement Unit Tracking Tab in this document
Could not add unit. Error.
Confirm user who is trying to add unit is logged in as the owner of the membership the unit should be activated against. If not, have them log in using that email and try again. Confirm usual steps for add/activate, If doesn't work, see column F.If the unit was previously marked returned it cannot be re-activated until the return action is reversed by a Tritonbot admin. If this is the case, submit a request in the digital request channel to reverse the return on the unit and tag Katie
Why can't i log in
Ask for email, check registration status with tritonbot: - If verified, ask if they can login to app vs on computer/laptop. If they can login on computer then their account is okay in general. Could need to delete and reinstall app. - If state is "Created" they are not registered on app2 and need to do re-registration +email verification on app2.tritonwear.com - If state is "Registered" they have registered on app2 but not verified yet. - If state is "pending" they have been sent an invite, but have not yet registered their account. - Check for their registration link in Hubspot - paste the link into your browser, and see if it opens the set password page or a link expired (blank) page - if the link works, send it to the customer to complete their registration, if it goes to a blank page refresh the token using Tritonbot and send the new registraiton link you'll find in the hubspot record (click on details and copy the one that was just generated).Asking where they are trying to login (mobile vs tablet vs computer/laptop) Ask what kind of device they are using (specific model)
I can't reset my password
Ask for email, check account status. -If they are verified. Ask if they are trying to do this on computer/tablet/mobile. - Suggest they try on computer/laptop and with Chrome browser for the best experience. - if they are Registered, tell them they need to verify before they'll be able to reset their password. - send them their verification link from HS (refresh token if older than 2 days) and ask them to paste it into their chrome browser address bar on a computer or laptop. -If they are pending, they have never set a password and will need to register first. If they don't have their registration link, look it up on HS and check it's valid (paste into a browser, if it loads set password page it's good, if it load blank page the token needs to be refreshed)If they are having trouble, you can send them a password reset link from HS and suggest they open it on their computer/laptop
My app has a black /white screen
Ask for email. Check with Tritonbot. If user is verified, ask to delete and reinstall app. Also ask to login to computer/laptop to see if account is okay in general. Ask what type of device they are logging in on. if Android, ask them to ensure their devices app settings have storage and location permissions turned on.If user is not verified, ask to complete registration.
Cannot add user
Step 1: Make sure the firmware has been updated. Step 2:Re-install app. (for coach - activate unit, update firmware, add unit, assign unit, send invite)
Why can't I start a workout
Ask for email, check with tritonbot. -If verified, check describe unit with tritonbot to see if they have a unit assigned and if that unit is updated -If state is "Created" they are not registered on app2 and need to do re-registration +email verification on app2.tritonwear.com -If state is "Registered" they have registered on app2 but not verified yet. -If state is "pending" they haven't created their account yet and may need their registration link from HS.-Ask if they are trying to start a workout for themselves or others. -If it is for themselves, they need to be verified, unit assigned and unit updated and they should be able to do it. -If all above conditions are met then it could be bluetooth interference and suggest to try to run workout with wifi off. -If they are trying to start a workout for someone else then that other person must meet all the conditions of verified, assigned, and updated but ALSO must be on their team. The easiest way to check team status is to have them look at their Teams section (tablet or computer) and look at their Members list. If the person is listed there, they are fully on the team. If they are only inside the Manage Members tool on the Active Invitations list then they have not accepted the invitation and cannot be included in a workout until they do that.
Upload Issue Can't upload data to the cloud to sync with other devices - Message "your activity is syncing! hang tight until were done"
The simple answer is they should force close (kill) the app, put the phone/tablet in airplane mode, then reconnect to the internet (Data or wifi), and see if it prompts the upload.Ask if they have a stable internet connection
Triton Score Service Issue Workout card stuck in "crunching the numbers" State
If it's for a team session, this will stay this way until all athletes in the workout either enter or skip RPE. if it's on an individual workout card, it's a sync issue and should be reported via a ticket for landon to follow up
RPE not showing on some user profiles
Tell them: 1. to add a fake team . Then they will see RPE. 2.Can delete the fake team after.
training zones not calculating
This will only affect your first workout, you should see your zone breakdown after a workout from your second tracked session onward
CSV export response
The ability to export CSV files is a paid feature at $5 per month per athlete. It provides raw data for each athlete by lap. I can connect you with a Teams Specialist to set this up or have a Teams Specialist reach out to you.The procedure, for now, is to notify Tristan and/or send them a link to set up a meeting with Tristan as he is the only one who can set it up currently. There is a snippet set up in HS called CSV API Blurb.
Example Situation Could not add unit. Error.
User had two email addresses associated with account. Unit needs to be unassigned and reassigned. Needs to be done through tech team. Didn't work in this case. See further steps takenFirst steps taken: 1. Go to the memberships page and take a screenshot 2. Open inspector (right click anywhere on page and choose inspect) 3. Choose the console tab in the inspector 4. Clear the contents 5. Click add unit 6. Attempt to add the unit 7. If the console fills with more than fits in that screen, scroll down through it save screenshots of everything that shows up in that console after you hit add While in the inspect mode, please right click on the refresh button of the browser and choose empty cache and hard reload. We'll see if that gets your membership to show.
Cannot end a workout
Known bug: Happens if a unit dies during practice, or a user leaves early and the unit is not availble at the end of the session for the wrap up process. Repeated workout recovery attempts should allow it to complete. If the unit is still on and the light is green, just press cancel on the card if the unit is still on and nearby, and the light is yellow, repeat workout recovery - end - recover until the light turns green and the process continues.