Troubleshooting

Start here. If you're still stuck, report it and we'll help.

Sync isn't updating

1. Open Settings, then Sync & backup, and check the status, like "Backed up 2 minutes ago".
2. Tap Sync now.
3. Make sure you're online.
4. With iCloud, check that iCloud Drive is on for this iPhone and that you have free iCloud storage.
5. With Google Drive, check that you're using the same Google account on every device and have free Google storage.

To keep devices in step with each other, you need Plus, and every device needs the same cloud. An iPhone and an Android phone must both use Google Drive.

Background syncing depends on your phone's settings. On iPhone, keep Background App Refresh on for Fondfully. On Android, don't restrict Fondfully's battery use. Opening Fondfully always syncs straight away.

"Enter your passphrase or recovery code"

This appears when a device doesn't have your vault key yet: on a new phone, after reinstalling, or when iCloud Keychain isn't available.

• Google Drive: enter your vault passphrase, or your recovery code.
• iCloud: make sure iCloud Keychain is on (in the Settings app, tap your name, then iCloud, then Passwords and Keychain; the name varies a little between iOS versions). Or enter your recovery code.

Lost your passphrase or recovery code

• Lost the passphrase, still have the recovery code: enter the recovery code to unlock, then set a new passphrase in Settings, then Sync & backup.
• Still have a device where Fondfully is unlocked: open Settings, then Sync & backup on that device. You can view your recovery code or create a new one, and change your passphrase.
• Lost both, with no unlocked device: the backup in your cloud can't be opened, by us or anyone else. That's the price of real privacy. Start a fresh vault on the phone you're using, turn on backup, and keep the new recovery code somewhere safe.

Notifications aren't arriving

• Check they're allowed: on iPhone, in the Settings app under Notifications, then Fondfully; on Android, in Settings under Apps, then Fondfully, then Notifications.
• Check Focus or Do Not Disturb.
• In Fondfully, open Settings, then Notifications, and check reminders are on and the time is right.
• Make sure the occasion has a date this year and isn't archived.
• Return reminders need Plus and a Return by date, and they skip receipts marked final sale or returned.
• Open Fondfully now and then so it can line up the next few weeks of reminders.

Receipt text came out wrong

Receipts are read on your phone, and faded, crumpled or very long receipts are hard to read. Fix any field before you tap Save receipt, or later from the receipt's page.

For a better scan, flatten the receipt, use good light, and put it on a dark surface. If Return by is empty, Fondfully doesn't know the store's usual window, so add the date from your receipt.

Can't sign in

• Use the way you signed up: Apple, Google, or your email and password. Once you're in, Settings, then Account shows your sign-in methods.
• Forgot your password? Tap Forgot password? The reset link works once, for 30 minutes.
• Signed up with Apple and chose to hide your email? Your Fondfully email is an Apple relay address, and our emails reach you through Apple.
• If you've tried many times in a row, wait a minute and try again.
• If you see "This account is suspended", email support@fondfully.com and we'll look into it.

The verification code hasn't arrived

• Check your spam or junk folder, and any "promotions" tab.
• Wait a minute, then tap Resend code. You can ask for a new one every 30 seconds.
• Check the address. Typo? Tap Use a different email.
• Codes work for 15 minutes, and a new code replaces the old one. Use the newest.
• Add no-reply@fondfully.com to your contacts so future emails land in your inbox.

Plus isn't showing

1. Open Settings, then Membership, and tap Restore purchases.
2. Check you're signed in to the same Apple Account or Google account you bought with.
3. Check you're signed in to the same Fondfully account you used when you bought Plus.

Still missing? Use Contact us and include your order number: your Apple order ID, or your Google Play order number, which starts with GPA.

"Time for a quick update"

When your version of Fondfully is too old to work with our servers, it asks you to update. Tap the button to open the App Store or Google Play.

Maintenance

Now and then we do maintenance on our servers, and Fondfully shows a short message. Your vault keeps working as usual. Only the things that need our servers, like signing in, buying Plus, sharing a brief or sending us a message, pause until we're done.

Report a problem

1. Open Settings, then Help, then Report a problem.
2. Tell us what happened, and what you expected to happen.
3. Leave Include diagnostic details on if you can. It adds your app version, system version, phone model and the last 200 lines of the app's log, with personal details removed. Turn it off if you'd rather not.
4. Add a screenshot if it helps, up to 2 MB. Screenshots can show what's on your screen, so check it first.
5. Send it.

You'll see "Thanks. We read every report." Replies arrive by email and in Help, then Your messages.