Troubleshooting Guide

Fixes for the most common problems with RootWise. If yours is not here, write to us and we will sort it out together.

Account & Login

I can't log in

  1. 1.Check that the email address is spelled correctly
  2. 2.Sign in the same way you signed up: with email and password, Google, or Apple
  3. 3.Use 'Forgot password' on the login screen to set a new password
  4. 4.Make sure you have an internet connection, then try again

I forgot my password

  1. 1.Tap 'Forgot password' on the login screen
  2. 2.Enter the email address you signed up with
  3. 3.Open the reset link in the email and choose a new password
  4. 4.No email after a few minutes? Check your spam folder

I want to change my email address or delete my account

  1. 1.Open Settings and tap your profile card
  2. 2.Change your email address there, or scroll down to delete your account
  3. 3.Deleting your account removes your profile and children from our servers and cannot be undone

Content & Chat

Scripts, articles, or meditations don't load

  1. 1.Check your internet connection. Content is downloaded once and then works offline
  2. 2.Scroll to the bottom of Settings and tap the content version to refresh the content
  3. 3.Close the app completely and open it again
  4. 4.Update RootWise to the latest version in the App Store or Google Play

The chat doesn't answer or shows an error

  1. 1.The chat needs an internet connection; try switching between Wi-Fi and mobile data
  2. 2.Free accounts get one question per day. The counter resets the next day, or you can start a free trial
  3. 3.Wait a moment and send the question again; if it keeps failing, restart the app
  4. 4.Still stuck? Send us a screenshot of the error

The app is in the wrong language

  1. 1.Open Settings, then Preferences, and choose your language
  2. 2.Scripts, articles, and chat answers switch to that language too
  3. 3.If some content still shows in English, refresh the content from the bottom of Settings

Reminders

I don't get my daily reminder

  1. 1.Open Settings, then Reminders, and check that the reminder is on
  2. 2.Allow notifications for RootWise in your phone's settings
  3. 3.Turn off Do Not Disturb or Focus modes for the reminder time
  4. 4.On Android, exclude RootWise from battery optimization so the reminder can fire

I want to stop the reminder

  1. 1.Open Settings, then Reminders, and switch the reminder off
  2. 2.RootWise sends no other notifications on its own

Subscription & Billing

My subscription isn't recognized

  1. 1.Open Settings, tap the plan card, and choose 'Restore purchases'
  2. 2.Make sure you are signed in to the same App Store or Google account you bought the subscription with
  3. 3.Check your internet connection and try again
  4. 4.If it is still missing, send us the receipt from the App Store or Google Play

I want to cancel my subscription

  1. 1.iPhone: Settings, your name, Subscriptions, RootWise, then Cancel
  2. 2.Android: Google Play, profile, Payments & subscriptions, Subscriptions, RootWise, then Cancel
  3. 3.Deleting the app does not cancel the subscription
  4. 4.You keep premium access until the end of the period you paid for

I was charged after the free trial

  1. 1.The trial converts to the paid plan unless you cancel at least 24 hours before it ends
  2. 2.Refunds are handled by Apple and Google: request one via reportaproblem.apple.com or the Google Play order history
  3. 3.Write to us if you need help with the request

Data & Devices

My chats or journal entries are missing on a new phone

  1. 1.Chat history and journal entries are stored only on your device, encrypted, and are not uploaded
  2. 2.Your profile and children come back when you sign in on the new phone
  3. 3.Export journal entries from the journal page before switching phones (premium feature)

The app crashes or freezes

  1. 1.Close the app completely and open it again
  2. 2.Update RootWise and your phone's operating system
  3. 3.Restart your phone
  4. 4.Reinstalling helps in rare cases, but it deletes local chats and journal entries; export the journal first
  5. 5.Tell us what you did right before the crash so we can reproduce it

Still need help?

Write to us. Screenshots and the app version (bottom of Settings) speed things up.

Contact SupportView FAQ

Quick Tips

  • 💡Keep RootWise updated; most fixes ship in the next version
  • 💡Content works offline once loaded, the chat always needs a connection
  • 💡Chats and journal entries stay on your device, so export the journal before changing phones
  • 💡The version number at the bottom of Settings helps us find your problem faster
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