FAQ & Troubleshooting

General Questions

What browsers does SwimLab support?

SwimLab works in all modern browsers. We recommend Chrome or Edge for the best video performance. Firefox and Safari are supported but may have slightly slower video scrubbing on large files.

Does SwimLab work offline?

No — SwimLab is a web-based platform and requires an internet connection. Your videos are stored in the cloud, so you can access them from any device.

Can I use SwimLab on my phone or tablet?

Yes. SwimLab is responsive and works on mobile browsers. However, annotation is easier on a laptop or desktop where you have a keyboard for shortcuts. On mobile, all marker actions are available via touch.

How many videos can I store?

Storage limits depend on your plan. Check Settings → Billing to see your current usage and limits.

Is my video footage private?

Yes. Your videos are only visible to you and team members you invite. Shared links give view-only access to specific videos and expire after 30 days by default.

Uploading

My upload is stuck at 0%

• Check your internet connection — uploads require a stable connection
• Try a different browser or disable browser extensions
• If the file is over 2 GB, a wired (ethernet) connection is recommended
• Check if your organisation’s network has upload size limits

I get an “unsupported format” error

Convert the video to MP4 (H.264) using a free tool like HandBrake . Set the preset to “Fast 1080p30” or “Fast 1080p60”.

The video looks corrupted or green after upload

This is usually a codec issue with H.265 or certain camera formats. Convert to H.264 MP4 before uploading.

My video is processing for a very long time

Processing time depends on video length and server load. A 3-minute race at 1080p/60fps typically processes in 1–3 minutes. If a video has been processing for more than 15 minutes without progress, try refreshing the page. If it’s still stuck, contact support.

Annotation

My splits don’t match the official times

SwimLab measures from your video, not the official timing system. Differences of 0.1–0.5 seconds are normal due to:

• Camera frame rate limitations (±0.016s at 60fps per marker)
• Camera angle (not perfectly perpendicular to the wall)
• Camera lag vs. touchpad timing

SwimLab times are for coaching analysis, not official record-keeping.

I accidentally deleted a marker

Use Cmd + Z (Mac) or Ctrl + Z (Windows) to undo. Up to 20 marker actions can be undone.

My splits table is showing unexpected segments

Check your markers are in the right order and placed on the correct frames. Common issues:

• A Turn marker placed before a Start marker
• Two markers at nearly the same timestamp
• A Custom marker placed between two standard markers, splitting a lap unexpectedly

I can’t place a marker precisely — the video skips frames

Check your internet connection — slow connections can cause the video buffer to skip. Try pausing for a moment to let the video fully buffer, then use the arrow keys to step frame by frame.

Comparison

I can’t find a video to compare with

The comparison search only shows videos in your workspace. Make sure the second video has been uploaded and processed. Use the search bar and try different keywords.

The two videos aren’t syncing correctly

Syncing is based on the marker you select. Make sure both videos have a marker of the same type at the intended sync point. If one video has a Start marker and the other doesn’t, the sync won’t work.

Video Trim & Export

My downloaded clip has no sound

Clips are exported without audio by default to reduce file size. Audio export is available on the Coach and Club plans — enable it in the Trim panel before downloading.

The exported CSV is missing some splits

The CSV includes all segments between markers. If a segment is missing, check that the corresponding markers exist and are in the correct order.

My shared link isn’t working

Shared links expire after 30 days. Generate a new link in Settings → Shared Links or directly from the Share button on the video.

Account & Billing

How do I change my password?

Go to Settings → Account → Change Password.

How do I cancel my subscription?

Go to Settings → Billing → Cancel Plan. You’ll keep access until the end of your current billing period.

I was charged but my account shows as expired

This is usually a payment processing delay. Refresh the page. If the issue persists after 10 minutes, contact support at support@swim-analysis.com.