traceup.com Opiniones 

The WORST customer service I have ever experienced by far!

I’ve used Trace before and the technology itself is impressive — it’s great how it automatically films games and delivers highlights to each player. Unfortunately, my most recent experience left me very disappointed.

In August 2025, I was charged $300 for a renewal I never knowingly authorized. The day before, I had even received an email saying our subscription was cancelled. I don’t have a Trace camera and wasn’t using the service. I contacted support the same day I noticed the charge. They initially refused a refund due to their “7-day from billing” policy, but eventually issued a $265 partial refund.

Within 24 hours of me filing a BBB complaint and posting publicly about my experience, that partial refund disappeared from my account. My bank confirmed it was reversed or never finalized. To me, that feels like retaliation and it’s not what I expect from a company in youth sports.

If you use Trace, be aware of their auto-renew policy and make sure you cancel well in advance if you don’t plan to renew. The product is good, but the business practices and customer service I experienced were disappointing.

⭐☆☆☆☆ Deceptive, Dishonest, and Utterly Disrespectful to Customers
I’m appalled by my experience with Traceup. What began as a straightforward goal—tracking my child’s soccer performance—quickly turned into a frustrating and deceptive ordeal rooted in misleading marketing tactics and zero respect for customer concerns.

I purchased the PlayerFocus Basic subscription ($180) along with the equipment subscription ($95) with the clear intent of tracking only my child. At no point did I express interest in involving an entire team. Yet almost immediately, I received a message from what I believed to be a real customer support representative, urging me to upload a team roster. Only later did I discover I was speaking to a chatbot—with no disclosure that I wasn’t interacting with a human. This lack of transparency is unethical and misleading.

I clearly stated I didn’t want to add other players. The chatbot responded with a rehearsed line:

“The roster requirement isn’t about selling — it’s how we verify there’s only one camera per team, so we can keep costs low for everyone.”

This is simply not true. The system requires a valid email address for each player on the roster—there is no option to just input a jersey number. This is clearly a data collection strategy designed to market subscriptions to unsuspecting teammates, not a verification method. There is absolutely no justification for requiring personal contact information of minors to simply track your own child.

Even more disturbing is that after multiple requests for a phone conversation, I was repeatedly denied. The only option? Fill out a Zendesk form and hope someone arranges a call. I did exactly that and received this cold, scripted response:

“By your 5th game, you are required to upload a valid roster (10 players with corresponding contact information)... If the customer does not upload a valid roster within this timeframe, they must return the equipment immediately using a prepaid shipping label.”

I was also told this was non-negotiable, and that if they shipped my equipment, I wouldn’t be eligible for a refund. This is essentially a hostage policy: either comply and surrender personal information of other children, or lose your money.

To recap:

Traceup markets itself as a single-player solution, then forces you to submit private contact info of multiple players.

They use undisclosed AI bots in place of real support, without warning or clarity.

Refuse to provide a phone number or real-time support.

Will deny refunds if you refuse to provide data you never agreed to share.

Their approach is not just dishonest—it’s manipulative, disrespectful, and possibly in violation of privacy best practices, especially when dealing with minors.

If you’re a parent looking for a simple way to track your child’s games, look elsewhere. I regret ever trusting Traceup, and I hope others see through the glossy marketing before they get trapped like I did.

SCAM Company

Do not trust this scam. Sign up for a trial. OK...

Cancel within 7 days. OK. done..
1) done on website 2) called into confirm cancellation of trial 3) $300 charge on account...

"Oh we don't do trials..."

and no more response.. What a SCAM company, That's meant to be focused on kids sports. terrible.. SCAM

Ridiculous system that forces others to subscribe just for you to get features. I can't download full games without others signing up. Customer service rarely responds to emails. I asked for my money back minutes after finding out I can't download games. They never responded, charged me $35, and then just charged me another $35. They just take your money and screw you. Use Veo instead - they're 1000x better.

Will not work on my Windows PC. Updated everything, cleaned cash, cookies, switched browsers as per their advise. No outcome! Instead they just closed ticket without verifying if issue is resolved. Asked for refund 3 times. The response: "switch browsers, clean cash, remove cookies". Also, keep in mind that even if you download the video highlghts it stays in their cloud until you keep subscription. If subscription is over your "download" is gone. Upsetting!