What to do?
- Contact support@surfline.com
- Tell us the date and time of the Session that isn't showing up in the Surfline iOS app
- Send screenshots of the Session in the SearchGPS/Garmin Connect/Dawn Patrol app
- Send photos of what you're seeing on your Apple Watch
- Note the email address of the account you're logged in under on the Surfline iOS app
Our biggest goal with Surfline Sessions is to make sure you get your Sessions Clips every time you surf, and we do everything possible to mitigate any chance of you losing your Sessions clips. Below are the reasons you might be missing your Sessions Clips.
Synced with the Sessions iOS app too late
Due to storage capacity, we currently only save camera footage for 5 days.
If you sync your session to Surfline or our Compatible Partners 5 or more days after you surfed, we will not have the footage with which to generate your clips.
Similarily, if you change the spot of your session in the "Edit" screen more than 5 days after your session, we will not be able to generate Sessions Clips at the new spot AND you will lose the current clips from your session. We do show a pop-up to make sure you know you will be losing clips in this scenario.
Technical issues at your chosen surf spot
Our cam network does experience network issues from time to time. If the cam at your surf spot was down due to an ISP connection issue with our internal network, we will not be able to provide Sessions Clips.
You can mitigate this by checking the cam before you paddle out, which also helps you know where the cam is pointing so you can stay in the cam frame.
Even rarer than this, sometimes our Cam Rewind system experiences an outage. In this case, the live stream might be running, but the footage will not be saving. This is very rare but can happen. In this case, we won't be able to generate your Sessions Clips.
Related to