Straight Score offers support through 2 channels, phone calls (via 801-396-7800), and through email ([email protected]). All calls are recorded including incoming and outgoing calls. Phone calls are billed at an hourly rate, in increments of 15 minutes. Calls that are scheduled are exempt from paying a fee, for the first hour. Scheduled calls over an hour will be billed for any time rounded up to the nearest 15 minutes over the hour appointment slot. Appointments slots are available Monday-Friday. Callers who decide to call without an appointment, agree that there is no guarantee the call will be answered, and if it is not answered, voicemails may not be responded to unless the following information is provided: Phone number, Caller Name, Account Number or Serial Number, State or Territory in which the club resides, club name, a brief description of the issue. Calls that are for sales-related issues are not billed. Calls will not be billed if the call is under 15 minutes, and does not require us to connect via Teamviewer; or the issue is a replicable software bug, that is caused by a programming mistake. Exemptions to the non-billed calls policy include:

  • Discontinued versions of the software
    • The only version of 3S that is still supported is Shoot Pro, all previous versions are considered discontinued.
      • Versions prior to 11
      • Trap 11 as of 01/01/2018
      • Trap 14 as of 01/01/2021
  • Assistance with software or hardware not provided by Straight Score
  • Installations after the first courtesy installation
  • Training calls
    • PC MASTER updates, Tournament Setup, Running Options, etc

Emailing us will not result in any charge. Emails are considered non-urgent. Responses can take up to 1 working week. Tickets reported can be viewed without an email client at any time at shootingsportssoftwarehelp.freshdesk.com. Tickets/Emails are considered resolved after 48 hours without a response from the client. Emails should contain a brief description for the subject line. Emails with subject lines such as “Urgent”, “Issue”, “Help”, “<club name>” will be regarded as low priority, and may take longer to respond than 1 working week. Emails should include the following information Club Name, Contact Name, Account Number or Serial Number, and a description of the issue. Issue descriptions should include error codes (if any), and if possible screenshots demonstrating the issue.


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