Platypus iOS App
App Support
Get help with the Platypus iOS app, your account, pool setup, test results, measurements, notifications or a connected Platypus device.
Contact Support
Email sales@platypusps.com with the subject Platypus App Support.
Please include:
- a short description of what you were trying to do;
- the exact error message and the steps that led to it;
- your iPhone model, iOS version, and Platypus app version and build number;
- the affected installation or Platypus device model and the last four characters of its identifier, if relevant; and
- a screenshot, if useful, after removing information you do not want to share.
Never send your password, verification code, access token, Wi-Fi password or full payment details. We aim to acknowledge support requests within two business days.
Common Checks
Sign-In or Account Access
Confirm that your iPhone has an internet connection and that you are using the email address associated with your Platypus account. Use the password-reset option in the app if you cannot sign in. Do not send authentication codes to support.
Pool Information Is Not Updating
Open the app with an internet connection and allow it a moment to refresh. Check that you are viewing the correct installation. If a connected device is affected, confirm that the device has power and network connectivity.
Camera or Test-Strip Scanning
In iOS Settings, confirm that Camera access is enabled for Platypus. Use even, indirect lighting, keep the complete reference card visible, avoid glare and shadows, and hold the iPhone steady. You can use manual result entry if a strip cannot be read reliably.
Bluetooth Device Setup
Start setup from inside the Platypus app, keep the iPhone close to the device, and confirm that Bluetooth access is enabled for Platypus in iOS Settings. Check that the device is powered and in setup mode before retrying.
Location, Notifications or Reminders
Review the relevant permission under iOS Settings for Platypus. Location supports timezone, weather and recommendations. Notifications are optional. Reminders access is used only when you choose to create an Advisor follow-up reminder.
Privacy and Account Requests
Read the Platypus Privacy Policy for information about data use, permissions, access, correction and deletion. To request access, correction or account deletion, email sales@platypusps.com from the address associated with your account and use a clear subject such as Privacy Request or Account Deletion Request.
Safety Information
Platypus information and recommendations are general guidance, not emergency, medical or professional engineering advice. Pool chemistry and equipment can be hazardous. Always follow chemical labels, safety data sheets, equipment instructions and applicable laws. Never mix pool chemicals, and keep chemicals away from children and animals. For an urgent safety risk, stop using the affected equipment or chemical and contact emergency services or a qualified pool professional.
Accessibility
If a disability or access need makes it difficult to use the app or this support page, email us and describe the assistance or alternative format you need.