If you’re experiencing an issue with your POGO, whether it’s a Bluetooth connection problem, charging issue, or something else entirely, our support team is here to help.
The fastest way to get assistance is by submitting a support ticket. In most cases, we’re able to resolve issues through troubleshooting and email support, helping you get back to collecting data as quickly as possible.
Watch the video below for a complete walkthrough, or keep reading to learn how the process works.
🎥 Watch the Support Ticket Tutorial
When Should You Submit a Support Ticket?
A support ticket is the best option whenever you’re experiencing an issue with your POGO or TurfPro system, including:
- Bluetooth connection problems
- Charging or power issues
- Unexpected readings or performance concerns
- GPS or communication issues
- Questions about setup or operation
- General troubleshooting assistance
Submitting a ticket sends your request directly to our support team, allowing us to gather the information needed to diagnose the problem quickly.
Option 1: Submit a Ticket Through TurfPro Mobile
If you’re already using TurfPro Mobile in the field, submitting a support request is simple.
- Open TurfPro Mobile
- Tap the “?” (Help & Support) icon
- Select “Submit a Request for Help”
- A browser page will open where you can complete your support ticket
This is often the quickest way to contact support when you’re actively using your POGO.
Option 2: Submit a Ticket Through the Website
You can also submit a support request from your computer.
- Visit POGOTurfPro.com
- Click Support at the top of the page
- Browse available troubleshooting resources if desired
- Click Submit a Request in the upper-right corner
The support site includes helpful guides and resources, but if you don’t find a solution, our team is ready to assist.
Information to Include in Your Support Ticket
Providing detailed information helps us diagnose and resolve issues faster.
When submitting a ticket, include:
- Your email address
- A clear subject line describing the issue
- Your POGO serial number (if available)
- A detailed description of the problem
- Device type (iOS or Android)
- Mobile operating system version
- Clear photos of the unit
- Any additional screenshots or attachments that may help explain the issue
The more information you provide upfront, the quicker we can begin troubleshooting.
Where to Find Your Serial Number
Your POGO serial number can typically be found:
- On the Quick Start Guide included with your POGO
- Within the POGO Connect screen in TurfPro Mobile
If you can’t locate it immediately, don’t worry. You can still submit a ticket and provide the serial number later if requested.
What Happens After You Submit?
Once your ticket is submitted:
- You’ll receive a confirmation email
- Our support team will review your information
- We’ll contact you via email with troubleshooting steps or additional questions
- Most issues can be resolved remotely without sending in your device
Our goal is always to resolve problems as quickly as possible while minimizing downtime.
If Your POGO Needs Service: The RMA Process
In some situations, troubleshooting may indicate that your POGO needs to be inspected or repaired by our technicians.
If that happens, we’ll guide you through the RMA (Return Material Authorization) process.
Completing the RMA Form
The RMA form includes:
- Billing address
- Shipping address
- Whether the unit was purchased directly from POGO or through a distributor
- Distributor name (if applicable)
- Detailed reason for return
- Date and signature
The more detail you provide, the easier it is for our team to evaluate the issue before the unit arrives.
Photos You’ll Need to Provide
Along with the completed form, please send photos of:
- The completed RMA form
- Your POGO serial number
- The front of the POGO housing
- The back of the POGO housing
- The sensor tines
- Any damaged or problematic areas
These photos help our technicians prepare for inspection and can often speed up the repair process.
Shipping Your POGO
After completing the RMA process:
- Include the printed RMA form inside the box
- Ship the POGO to our service team
Once your unit arrives, we’ll keep you informed throughout the evaluation and repair process.
Important Notes
- If you’re a BOOST member, be sure to let us know before sending in your unit.
- No repairs will be performed without authorization.
- If an out-of-warranty unit is evaluated but repair is declined, an evaluation fee may apply.
We’re Here to Help
Our support process is designed to be straightforward, responsive, and focused on getting your POGO back in service as quickly as possible.
Whether you need a quick troubleshooting answer or a full repair, our team is committed to helping you get the most from your POGO system.
Learn More About POGO and TurfPro or Request a Demo Today