Troubleshooting Guide

Find solutions to common issues and learn how to get the most out of RootWise.

Account & Login

I can't log into my account

  1. 1.Verify your email address is entered correctly
  2. 2.Use the 'Forgot Password' option to reset your password
  3. 3.Check if your account email has been verified
  4. 4.Clear your app cache and try again
  5. 5.Ensure you have a stable internet connection

I forgot my password

  1. 1.Tap 'Forgot Password' on the login screen
  2. 2.Enter your registered email address
  3. 3.Check your email for a password reset link
  4. 4.Follow the instructions in the email to create a new password
  5. 5.If you don't receive the email, check your spam folder

My account was suspended or deleted

  1. 1.Contact our support team for account recovery
  2. 2.Provide your registered email address and any relevant information
  3. 3.Wait for our team to investigate and respond within 24-48 hours

App Performance

The app is running slowly

  1. 1.Close and restart the app
  2. 2.Clear the app cache in your device settings
  3. 3.Ensure you have the latest version of the app
  4. 4.Check your device storage - free up space if needed
  5. 5.Restart your device

The app keeps crashing

  1. 1.Update to the latest version of RootWise
  2. 2.Clear app data and cache
  3. 3.Uninstall and reinstall the app
  4. 4.Check if your device OS is up to date
  5. 5.Report the issue to our support team with crash details

Features are not loading

  1. 1.Check your internet connection
  2. 2.Try switching between WiFi and mobile data
  3. 3.Force close and reopen the app
  4. 4.Check if the app needs an update
  5. 5.Verify your subscription status for premium features

Notifications

I'm not receiving notifications

  1. 1.Check notification settings in the app
  2. 2.Verify notifications are enabled in your device settings
  3. 3.Ensure Do Not Disturb mode is off
  4. 4.Check if the app has permission to send notifications
  5. 5.Restart your device and open the app

I'm getting too many notifications

  1. 1.Adjust notification preferences in app settings
  2. 2.Customize which types of notifications you want to receive
  3. 3.Set quiet hours for when you don't want to be disturbed
  4. 4.Turn off less important notification categories

Subscription & Billing

My subscription isn't recognized

  1. 1.Tap 'Restore Purchases' in the app settings
  2. 2.Ensure you're logged in with the correct account
  3. 3.Check if the payment was processed successfully
  4. 4.Wait a few minutes for the subscription to sync
  5. 5.Contact support with your receipt or order number

I was charged incorrectly

  1. 1.Review your subscription details in app settings
  2. 2.Check your app store purchase history
  3. 3.Contact support with your receipt and issue details
  4. 4.Request a refund through your app store if needed

I can't cancel my subscription

  1. 1.Cancel through your App Store or Google Play subscriptions
  2. 2.Go to your device Settings > Subscriptions
  3. 3.Find RootWise and select 'Cancel Subscription'
  4. 4.Note: Cancellation must be done through your app store, not the app

Data & Sync

My data isn't syncing across devices

  1. 1.Ensure you're logged into the same account on all devices
  2. 2.Check that sync is enabled in app settings
  3. 3.Verify you have an active internet connection
  4. 4.Try manually triggering a sync in settings
  5. 5.Log out and log back in on affected devices

I lost my data

  1. 1.Check if you're logged into the correct account
  2. 2.Look for a backup option in app settings
  3. 3.Contact support for data recovery assistance
  4. 4.Provide as much information as possible about your account

Still Need Help?

If you couldn't find a solution to your problem, our support team is ready to assist you.

Contact SupportView FAQ

Quick Tips

  • 💡Always keep your app updated to the latest version for the best experience
  • 💡Enable automatic backups to prevent data loss
  • 💡Check our social media for service status updates and announcements
  • 💡Join our community forums for tips and advice from other parents
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