Support

Help, FAQs, and how to get in touch.

Frequently Asked Questions

How does OTDR analysis work?

Take a photo of your OTDR screen (or upload an exported trace image), choose Trace or Link mode, and tap upload. SplicePal sends the image to our AI service, which identifies events, measures losses, and returns a plain-English diagnosis with a recommended action. Most analyses complete in 15–45 seconds.

What's the difference between single and bidirectional testing?

Single direction analyzes one trace. Bidirectional uploads both forward and reverse traces together — the AI averages both directions to detect gainers, MFD mismatches, and one-way artifacts a single trace can hide. Use bidirectional whenever you have both traces available; it's the gold standard for splice acceptance testing.

Why am I getting an "image too large" error?

SplicePal accepts images up to 7 MB. Modern phone cameras often produce larger files. Try retaking the photo at a lower resolution in your camera settings, or pick a smaller exported image from your splicer software.

Can I use SplicePal offline?

No. OTDR analysis, troubleshoot diagnosis, and fiber reference lookups all require an internet connection because they call our AI service. The Color Code Chart and Loss Budget Calculator work offline once the app has loaded.

How accurate is the AI analysis?

SplicePal is a decision-support tool, not a replacement for proper test equipment or experienced judgment. Always verify critical results with your OTDR's built-in measurements and your own field experience. Confidence levels (high/medium/low) are shown with each analysis.

What are the free tier limits?

The free tier includes 2 OTDR analyses, 2 troubleshoot sessions, and 5 fiber reference lookups per month. The Loss Budget Calculator, Color Code Chart, notes, and history are unlimited on the free tier.

How do I add a custom splicer model or certification?

Go to Profile, scroll to "My Splicer Models" or "My Certifications", and tap Add. Custom splicer models will appear in the dropdown on the Fix screen so you don't have to retype them.

How do I add notes to a past analysis?

Open the History tab, tap any entry to expand it, then tap "Add Title & Notes". You can give the entry a custom title (like a site name or job number) and write notes that will stay attached to that specific analysis.

How do I delete my account?

Go to Profile and tap "Delete Account" at the bottom. You'll be asked to confirm twice. This permanently erases your profile, all OTDR results, troubleshoot sessions, notes, and uploaded images. There is no recovery.

I forgot my password

Use the password reset option from the sign-in screen, or email support@splicepal.com with the email address on your account and we'll help you recover access.

Something isn't working — how do I report a bug?

Email support@splicepal.com with a description of what you were doing, what you expected to happen, and what actually happened. Screenshots help. Include your phone model and SplicePal version (visible at the bottom of the Profile screen).

Privacy & Terms

For information about how we handle your data, see our Privacy Policy. For terms of service, see our Terms.