Contact Hecano support
Tell us what happened, your device model, iOS version, and Walk Up Hero version. You can find the app version in Settings & Help. Please leave out private player details and recordings unless needed.
Email supportBefore the first pitch
- Connect your speaker in iOS Settings or choose an audio output.
- Open your team’s Pre-game sound check. Check the displayed output and play the test sound at a comfortable volume.
- Review today’s audio results. Re-import missing or unreadable files. Test Apple Music tracks with a working internet connection.
- Test an actual walk-up on the speaker and check today’s batting order.
Common questions
Will my walk-ups play without internet?
Supported music files and recordings saved in the app can play offline. Apple Music tracks need an internet connection and an eligible Apple Music subscription. The sound check distinguishes local audio from tracks requiring internet. Test local clips before relying on them at the field.
Why can’t I use a song from my device library?
Some tracks are protected, streamed, or unavailable as an importable local file. Try another supported file that you have permission to use, or choose the Apple Music option for streaming. An Apple Music download is not necessarily an importable audio file.
I can’t hear anything from my speaker.
Open the sound check, verify the named output, and use Play test sound. Check both the phone and speaker volume. Reconnect Bluetooth or select the correct AirPlay output if needed. If the tone works but a walk-up does not, test that player’s audio and check its volume settings. A disconnected output or audio interruption can stop playback; start it again when the connection is ready.
How do I record an introduction?
Open a player’s walk-up setup, choose Record introduction, and allow microphone access when asked. If access was denied, enable it for Walk Up Hero in iOS Settings. Preview the introduction and save the walk-up.
How do I sit a player out or make a substitution?
Open Today’s lineup from the team screen. Use the player’s menu to select Sitting out today or substitute another player. Use the plus button to bring someone back, then Save. Game Day also has a Substitute current batter menu when players are sitting out. These changes preserve the full roster and saved audio.
How do I continue an interrupted game?
Use Back or Pause game to leave without ending it. Continue game appears on Teams or the team screen. The saved batter returns without starting audio automatically. Game options → End game clears game progress and today’s lineup, while preserving your roster and walk-ups.
How do I restore my permanent unlock?
Use the Apple Account that made the purchase, then open Settings & Help → Restore Purchases. Restore is also available from the purchase screen. Restoring an expired trial does not start a new trial. If the purchase is still missing, contact support; Apple handles billing and refund requests.
Does changing a player’s name update their recorded introduction?
No. Open the player’s options to edit their name or jersey number. To change a recorded introduction, replace the recording in that player’s walk-up setup and save it.
Screens and features can vary by app version. Check the App Store for updates available to your device.