Frequently Asked Questions

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FAQ Categories

  1. General FAQ
    1. I am a current Springfree Trampoline owner. Does it matter how old my Springfree is in order to accommodate a tgoma game system?
    2. How do I set tgoma up on my tablet?
    3. Will tgoma work on any tablet?
    4. Is the tgoma battery pack waterproof?
    5. Do I need to stay off the trampoline at any time when using or setting up tgoma? 
    6. Where should I hang the tablet holder? 
    7. Why do I have to set up a Family Account?
    8. How do I tell what Springfree trampoline model I have?
    9. Do I need Wi-Fi access to play tgoma on my Springfree Trampoline? Do I need Wi-Fi where my trampoline is located in my yard? 
    10. Does tgoma sync to a single tablet or can it sync to multiple tablets?
    11. Are there different models of tgoma or do all tgoma game systems fit all Springfree Trampolines?
    12. I'm having issues with my tgoma game system.  Will Springfree perform a service visit to help? 
    13. Is the tgoma app free?
    14. What does tgoma stand for?
    15. Is tgoma available as an accessory or does it come with all Springfree Trampolines?
    16. I need to set up my tablet, where can I find the instructions to do that? 
    17. Will there be more apps and games available for tgoma? If so, when and how will I know? 
    18. What is the return policy for tgoma?
    19. How do I purchase a tgoma Game System?
    20. How will the tgoma game system delivered to my home?
    21. When and where will you ship my order? 
    22. Can I cancel my order?
    23. I live in a climate that experiences cold weather, are there any specific winter care instructions for tgoma?
    24. How old do my kids have to be to use tgoma?
    25. Can I leave my tablet in a protective case while playing tgoma? 
  2. Registration & Warranty
  3. Installation
  4. Games & Apps
  5. Features
  6. Technical Questions & Solutions

General FAQ


  1. I am a current Springfree Trampoline owner. Does it matter how old my Springfree is in order to accommodate a tgoma game system?

    The tgoma game system is supported on our newest models Springfree Trampolines, models sold from approximately January 2015.  tgoma works on all new round, square, and oval Springfree trampoline models.  Please call our Customer Care department on 0800 586 772 to check your trampoline compatibility before purchasing or attending to install tgoma on your Springfree.

  2. How do I set tgoma up on my tablet?

    Once you have confirmed that your tablet meets the minimum tablets specifications, visit the Google Play (if using an Android tablet) or App Store (if using an Apple tablet) and search 'tgoma'. Follow the prompts to download and install tgoma onto the tablet. Once you've downloaded the app, you will need to create a Family Account profile.

  3. Will tgoma work on any tablet?

    tgoma software is designed to operate on tablets with the following minimum specs:

    Apple Tablets:
    • iPad 3 or newer
    • iPad Mini & iPad Air & iPad Pro 9.7"
    • Screen size between 7” and 11” (i.e., tablets, not phones)

    Android Tablets:
    • Android operating system (4.4 or newer)
    • Bluetooth 4.0 (also known as Bluetooth LE or Bluetooth Smart)
    • Screen size between 7” and 11” (i.e., tablets, not phones)

    We test on Apple and Samsung devices and recommend these brands for tgoma.

    Tablets NOT supported are:
    • iPad 1 or 2
    • Windows tablets
    • Tablets using Intel Atom (X86 architecture) processors

    If you are trying to use tgoma on any device outside of these specs tgoma will not work correctly.


  4. Is the tgoma battery pack waterproof?

    The tgoma controller and cables have been designed and manufactured to be waterproof.  However, the battery pack is only water resistant.  While it is ok to leave the battery pack outside in light rain, we highly (recommend) that it is brought in when not in use.  Your warranty does not cover the battery pack from water damage, however we do offer replacement parts for purchase.  To speak to our Customer Care team or to place an order, please contact us on 0800 586 772. 

  5. Do I need to stay off the trampoline at any time when using or setting up tgoma? 

    The only time that no one should be on the trampoline is immediately after turning on the controller. It is important that no one gets on the trampoline for at least 15 seconds while the controller is initiating. This is especially important after setting up the trampoline for the first time, or moving the trampoline to a different location. You may observe two or four quick light flashes on the controller which indicates that is now ok to get on the trampoline.

  6. Where should I hang the tablet holder? 

    In order to properly calibrate your tgoma game system, the table holder must be placed directly opposite the zippered door, or 90 degrees to the left or right of the zippered door. The tablet holder can be moved to minimize reflection form the sun, but when repositioning it you will need to reset the tablet position. To do this tap the yellow 'Settings' button, so that tgoma knows your new tablet position.

  7. Why do I have to set up a Family Account?

    Setting up your tgoma Family Account is easy and is the first step in experiencing the tgoma games and apps. This allows everyone in the family to then open their own personal user profiles connected to the family account.  If you choose to skip this step and use a guest account, your family will be unable to create users (players) and we will not be able to communicate to you when new games and apps are available.  We highly recommend creating a Family Account.

  8. How do I tell what Springfree trampoline model I have?

    You can easily identify the model of Springfree Trampoline you have by locating the sticker on the frame. You will need to ensure that the tgoma trampoline model matches your Springfree trampoline model. Also please be aware that tgoma game system is only supported by our newest model of Springfree Trampolines purchased after January 1, 2015. You can confirm this by locating the serial number sticker on the frame and looking to see if it starts with "G4". If you are unsure where to find your serial number or would like help to identify your Springfree model, please contact us to confirm at 800 586 772.

  9. Do I need Wi-Fi access to play tgoma on my Springfree Trampoline? Do I need Wi-Fi where my trampoline is located in my yard? 

    No, you do not require WiFi where your trampoline is located, once set up tgoma is designed to work without internet connection. A WiFi connection is required to set up tgoma for the first time and to get new games and apps. But after that you can take your tablet into the backyard and play tgoma without a WiFi connection.  In order for you to see the global leaderboards and events, your tablet will need WiFi connection. We recommend that you start the tgoma application within Wi-Fi range to receive the latest software updates and games before placing the tablet into the tablet holder. 

  10. Does tgoma sync to a single tablet or can it sync to multiple tablets?

    The tgoma app can be loaded onto multiple devices and they can all access the same family account. Once the tablets are connected to Wi-Fi,  scores from each tablet will show up on all tablets and will auto-sync the scores and JumpTracker stats. 

  11. Are there different models of tgoma or do all tgoma game systems fit all Springfree Trampolines?

    Yes, there are specific tgoma game systems designed to fit each Springfree Trampoline model.  Once you download the tgoma app from the App Store or Google Play Store, please ensure that you select the proper model during set up.  You can do this by accessing the 'Settings: General Settings' area. Incorrect model selection will result in tgoma not accurately registering your jumps. You an locate your Springfree model number by locating the sticker on the trampoline frame. If you are unsure, please contact our Customer Care team on 0800 586 772.

  12. I'm having issues with my tgoma game system.  Will Springfree perform a service visit to help? 

    Most resolutions to issues can be found in our FAQ section (www.tgoma.com/FAQ). If you are unable to resolve your issue, please contact our Customer Care team on 800 586 772.

  13. Is the tgoma app free?

    Yes, the tgoma app is free to download from the App Store or Google Play. Once you download the tgoma app, you will need to set up your tgoma Family Account.

  14. What does tgoma stand for?

    tgoma stands for Take Games Outside and Make them Active - it is the world's first Smart Trampoline.

  15. Is tgoma available as an accessory or does it come with all Springfree Trampolines?

    The tgoma game system is available as an accessory for customers who purchased a Springfree after January 1, 2015. If you are interested in a specific model pricing and availability we encourage you to contact our Customer Care team on 0800 586 772 for more details.

  16. I need to set up my tablet, where can I find the instructions to do that? 

    The box that your tgoma game system was packaged in contains an Installation Manual.  We recommend that you read through this documents before attempting to install your tgoma game system.  You can also download this documents (http://www.springfreetrampoline.co.nz/download-tgoma-manuals) here.  We also highly recommend you watch the installation video (http://www.springfreetrampoline.co.nz/tgoma-install) here prior to installation. 

  17. Will there be more apps and games available for tgoma? If so, when and how will I know? 

    If new apps and games are released we will communicate through the app itself and/or email. We suggest you open the tgoma app in Wi-Fi range prior to taking the tablet outside to check for updates.

  18. What is the return policy for tgoma?

    Springfree Trampoline Inc. is committed to service excellence and we’re pleased to offer you a 30-day return guarantee for all of our products; 30 calendar days from the date you receive your Springfree product. All products must be in salable condition and be packed in the original, unmarked packaging including any manuals and documentation that shipped with the product. Freight charges to return the goods will be at the customer’s expense, the refund excludes the cost of installation. We will also deduct a standard restocking fee of 10% of the purchase price.  Please note:  if you purchased the tgoma game system as part of an integrated purchase, you can not return the system for a refund separately.  Returns on the tgoma game system are only available if purchased as an accessory for existing Springfree customers. The box must be unopened and have not been installed on a trampoline.  Please contact our Customer Care team on 0800 586 772 for more information.

  19. How do I purchase a tgoma Game System?

    tgoma is available as an accessory for existing Springfree owners who purchased their trampoline after January 1, 2015. You can purchase tgoma by visiting a Springfree Trampoline retail store or by calling our Customer Care team on 0800 586 772.

  20. How will the tgoma game system delivered to my home?

    We ship to all locations New Zealand wide. Your Springfree Smart Trampoline will be delivered twithin 10 working days.

  21. When and where will you ship my order? 

    We ship to all locations New Zealand wide. Your tgoma accessory will be delivered within 10 working days.

  22. Can I cancel my order?

    If you change your mind for any reason after placing your Springfree Trampoline order, you can cancel the order if it has not been shipped. Once an order has been placed, it can only be cancelled by phone, as emails are not recognized as a cancellation notice. In our commitment to customer care, please be assured that if your order has been shipped, you may return any unwanted items after you receive them in accordance with the Springfree Trampoline Return Policy. Please refer to our Return Policy or contact our Customer Care team on 0800 586. 772

  23. I live in a climate that experiences cold weather, are there any specific winter care instructions for tgoma?

    The tgoma game system cables and controller are designed for extended outdoor use.  In regions where there is no accumulation of snow or ice on the trampoline, they can be left on the trampoline year-round. However, when not in use the battery pack and sunshade should be brought inside.  In regions where there is an accumulation of snow and ice, we recommend the removal of the controller from the trampoline leg socket (remove, then replace the barrel screw) once minimum temperatures drop below -10 degrees Celsius (14 degrees Fahrenheit).  To avoid water collecting and freezing in the cable connector and damaging the connector, please ensure that the disconnected cables are wrapped in plastic (e.g. inside a plastic bag), the wrapping is sealed, and the wrapped connectors are placed in such a way that any water will drip off the wrapping, and not into it. 

  24. How old do my kids have to be to use tgoma?

    tgoma has games and apps for everyone, including educational, high-energy and fitness programs to exercise the both the body and brain. If they can jump - they can play tgoma!

  25. Can I leave my tablet in a protective case while playing tgoma? 

    The tgoma tablet holder is designed to hold and secure tablets without protective cases. You will need to remove those prior to attaching to the tablet holder.

Registration & Warranty


  1. How long is the warranty on tgoma?

    The warranty on tgoma is one year from the date of purchase. Springfree Trampoline warrants that our products are free of defects in material and workmanship under normal domestic use and service conditions.   Please remember to register your warranty at http://www.springfreetrampoline.co.nz/warranty-registration.  If your tgoma game system is currently out of warranty and you require replacement parts, please contact our Customer Care Team on 0800 586 772

  2. I want to register my tgoma game system. How can I do that?

    Registering your tgoma game system is simple.  Visit us at: http://www.springfreetrampoline.co.nz/warranty-registration. In order to register your warranty, you will need your tgoma game system serial number. 

  3. Where do I find the serial number on my tgoma game system? 

    Your tgoma game system has a six digit serial number. You can find this on the sticker attached to the front of your tgoma Installation Manual or on the side of the box your tgoma was packed in. You will need this serial number in order to complete the registration of your tgoma Family Account, as well as your warranty.  

  4. Are replacement parts available for my tgoma game system? 

    tgoma replacement parts are available for purchase. To determine which parts you need and to place an order, please contact Customer Care on 800 586 772.

Installation


  1. How do I install my tgoma game system?

    Installation services may be available to you in your area. To find out more about having a Springfree Installation team help with the installation of your tgoma game system, please contact our Customer Care team at 0800 586 772 . If you are planning to install tgoma by yourself, you can find complete installation instructions in the tgoma box or you can download a copy from (http://www.springfreetrampoline.co.nz/download-tgoma-manuals) here. Before you install your tgoma game system, we recommend you watch our installation video (http://www.springfreetrampoline.co.nz/tgoma-install) here. An installation template is included with the installation manual, please ensure that you use this to properly locate where the sensors should be installed. A complete installation will take two people approximately one hour to complete.

  2. I'm already a Springfree Trampoline owner, how can I purchase a tgoma game system and do I have to pay more for installation?

    You can install tgoma yourself using the step-by-step guide in your tgoma manual, and referencing our installation videos. Our tgoma installation service can also be purchased separately after your trampoline has been installed, if you are in an installation zone, by calling our Customer Care team on 0800 586 772. You can find more information about all our installation services, including tgoma installation, at www.springfreetrampoline.com.nz/installation. You can purchase tgoma by calling us, visiting us instore, or you can purchase tgoma online.

  3. I want to install the tgoma game system on my Springfree Trampoline, how long will it take? 

    Our professional Springfree installation team can complete the install of a tgoma game system in approximately 30 minutes.  If you are planning on installing tgoma yourself, it should take approximately one hour with two people.

  4. Can I install my tgoma game system myself or does a Springfree install team need to do it for me? 

    You do not need a Springfree install team to install the tgoma game system, it can be done by you. It will take two people approximately one hour to complete the installation process.  We recommend that before starting the installation process, you watch our installation video  (http://www.springfreetrampoline.co.nz/tgoma-install)here for step by step instructions.  

Games & Apps


  1. Will there be more apps and games available for tgoma? If so, when and how will I know?

    If new apps and games are released we will communicate through the app itself and/or email. We suggest you open the tgoma app in Wi-Fi range prior to taking the tablet outside to check for updates.

  2. Does the tgoma app have any exercise features?

    Yes!  The JumpFit Section of tgoma (the green jumping man icon in the action bar) contains a jump tracking system and a goal-setting system. Plus we have a specific fitness app called tgomaFit, which was created by a professional personal trainer and trampoline coach, which has 26 exercises and 5 pre-set workouts to get you moving!  Your calorie burn rate is presented back to you in real-time.

Features


  1. I have a fitness tracker app (such as Fitbit or Polar) and it says I've burnt a different number of calories than what the tgoma app says I burned. Why are these different?

    Other fitness trackers have not necessarily been calibrated for use on a trampoline or specifically for a Springfree Trampoline. tgoma's calorie burn algorithm is accurate to +/- 12% in Springfree trampolines and is the most accurate activity tracker for trampolining available.

Technical Questions & Solutions


  1. Can I use rechargeable batteries in the battery pack?

    The battery pack takes 4x AA batteries and users can choose either standard or rechargeable. Do not mix alkaline batteries, standard (carbon-zinc) or rechargeable batteries. The battery pack itself doesn't come with batteries included. You can monitor the battery level by referencing the battery icon - refer to the Software User Guide (page 14) for further information.

  2. Why doesn't the light on the battery pack always turn green right away?

    It takes a few seconds for the controller to fully start up. If the green light isn't pulsing after 5 seconds your batteries may be drained and need to be replaced. Note: sometimes there is just enough power left in batteries to turn on the controller but they die out soon after. If tgoma isn't working, double-check the lights are still on as batteries may have gone flat soon after turning tgoma on.

  3. I forgot my tgoma account password?

    If you have forgotten your original password, the password reset screen can be found in the Settings section of tgoma. There is a ‘I've forgotten my password’ button from which you can request a password reset email to be sent to the Family Account email address. If you have forgotten which email address you used to create the account, you can view it in Family Account Settings, You must be connected to the internet to do this.

  4. What does the battery icon mean in the tgoma app?

    This battery icon refers to your controller battery level (not tablet).   Three green bars means that you have a high battery level. Two orange bars means that your batteries are about midway through their life. One red bar means that batteries are getting depleted and should be recharged or replaced soon.

  5. My Bluetooth® won't connect?

    If you see a circular grey icon (rather than a blue tick icon) in the action bar, you are not connected to Bluetooth®. Check Bluetooth® is enabled on your tablet and that your tgoma controller is powered on.  You can try tapping the grey icon to start a rescan to reconnect to the tgoma controller.  Note: it can take up to 10 seconds between the blue LED on the controller lighting up and the grey icon changing to blue on your tablet.  We have seen that some Android devices have strange behavior around Bluetooth® that is solved by restarting the tablet, most of the time this re-establishes the connect.  If you continue to have trouble, please contact our Customer Care team on 0800 586 772.

  6. I have a red triangle alert icon in the action bar. What is this?

    This indicates an error. To see the specifics of the error, tap the yellow Settings button (the yellow\icon) then tap General Settings. The right panel on this screen is the Tech Info panel. This will list the error. You should be able to self-remedy the issue from this list, however if you can't please contact our Customer Care team on 0800 586 772.

  7. How do I quit tgoma?

    This depends on the type of tablet you have. On Apple iPad a double-click of the home button on the front of the iPad will minimise open apps. You can then swipe tgoma off the screen to quit it. There are many makes and models of tablet running Android, each with a different way to minimise and quit open apps.  Please refer to your device manual.

  8. We have a new email address/the email address on my family account is wrong, and I would like to change my family account to a new email address, what can I do to change it?

    You will need to directly contact our Customer Care team and provide them with the following information: a) the old email address that is currently being used (you can see this by tapping Settings (yellow button in action bar) then tapping Family Account Settings button, and b) the Serial Number. Both the email address and serial number will show in that screen (if you didn't enter a correct serial number when you created the account you can find it on the cover of your tgoma manual). Once we have these details we will walk you through how to delete your current account and create a new one with your correct email address. Please note:  if you know your old email address we will be able to transfer your games and tokens to the new account - however user names, scores and jump data in the JumpTracker cannot be transferred so these details will be lost in the process.  If you wish to continue, please contact our Customer Care team on 0800 586 772.

  9. What does the green light mean on the controller?

    If the green LED light on the controller is flashing at a steady slow rate, the system is "on" and idle. This light also flashed when it detects bounces on the trampoline.

  10. What does the blue light mean on the controller?

    A flashing blue light on the controller indicates the controller has secured connection with tgoma software on a tablet.  If the blue LED light on the controller is flashing at twice the rate of the green LED light - it indicates a fireware update is in progress, you need to take no action.

  11. What does the red light mean on the controller?

    Flashing indicates an error. Typically this will be due to an unplugged cable, otherwise there is a hardware fault. Specific errors can be read in the General Setting page in your tgoma app.

  12. What does the blue light on the controller mean when it is flashing quickly?

    When a firmware update is in progress the blue LED will flash at twice the rate of the green LED

  13. What does it mean if the red light on the controller is flashing quickly?

    Fast red LED flashing indicates a damaged circuit board. This will need to be returned to Springfree, please contact us at Customer Care team on 0800 586 772.

  14. What does it mean if ALL lights on the controller are flashing?

    All LEDs flashing in time at a fast frequency indicates a critical fault has occurred. The system is unusable in this state. Please contact our Customer Care team on 0800 586 772.

  15. How do I know if my tablet is connected to the controller?

    On your tablet, if there is a circular BLUE tick icon in the action bar of the tgoma app then a Bluetooth® connection with the controller is established. If the icon is GREY it means you are not connected to a tgoma controller.  Check the Bluetooth® is enabled on your tablet, and that your tgoma controller is powered on.

  16. I've tried everything and I can't get my Android tablet to connect to the tgoma controller?

    Make sure Bluetooth® is turned on and that the tablet is not in flight mode. Ensure your controller is turned on (the green light should be flashing on the controller). Connection may take up to 20 seconds to establish. If you still cannot connect it is possible your tablet has a Bluetooth® glitch, which we have observed on some Android devices that have strange behavior around Bluetooth®. This is usually solved by restarting the tablet, and restarting your tgoma app. If you continue to have trouble, please contact our Customer Care team on 0800 586 772.