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.Verify your email address is entered correctly
- 2.Use the 'Forgot Password' option to reset your password
- 3.Check if your account email has been verified
- 4.Clear your app cache and try again
- 5.Ensure you have a stable internet connection
I forgot my password
- 1.Tap 'Forgot Password' on the login screen
- 2.Enter your registered email address
- 3.Check your email for a password reset link
- 4.Follow the instructions in the email to create a new password
- 5.If you don't receive the email, check your spam folder
My account was suspended or deleted
- 1.Contact our support team for account recovery
- 2.Provide your registered email address and any relevant information
- 3.Wait for our team to investigate and respond within 24-48 hours
App Performance
The app is running slowly
- 1.Close and restart the app
- 2.Clear the app cache in your device settings
- 3.Ensure you have the latest version of the app
- 4.Check your device storage - free up space if needed
- 5.Restart your device
The app keeps crashing
- 1.Update to the latest version of RootWise
- 2.Clear app data and cache
- 3.Uninstall and reinstall the app
- 4.Check if your device OS is up to date
- 5.Report the issue to our support team with crash details
Features are not loading
- 1.Check your internet connection
- 2.Try switching between WiFi and mobile data
- 3.Force close and reopen the app
- 4.Check if the app needs an update
- 5.Verify your subscription status for premium features
Notifications
I'm not receiving notifications
- 1.Check notification settings in the app
- 2.Verify notifications are enabled in your device settings
- 3.Ensure Do Not Disturb mode is off
- 4.Check if the app has permission to send notifications
- 5.Restart your device and open the app
I'm getting too many notifications
- 1.Adjust notification preferences in app settings
- 2.Customize which types of notifications you want to receive
- 3.Set quiet hours for when you don't want to be disturbed
- 4.Turn off less important notification categories
Subscription & Billing
My subscription isn't recognized
- 1.Tap 'Restore Purchases' in the app settings
- 2.Ensure you're logged in with the correct account
- 3.Check if the payment was processed successfully
- 4.Wait a few minutes for the subscription to sync
- 5.Contact support with your receipt or order number
I was charged incorrectly
- 1.Review your subscription details in app settings
- 2.Check your app store purchase history
- 3.Contact support with your receipt and issue details
- 4.Request a refund through your app store if needed
I can't cancel my subscription
- 1.Cancel through your App Store or Google Play subscriptions
- 2.Go to your device Settings > Subscriptions
- 3.Find RootWise and select 'Cancel Subscription'
- 4.Note: Cancellation must be done through your app store, not the app
Data & Sync
My data isn't syncing across devices
- 1.Ensure you're logged into the same account on all devices
- 2.Check that sync is enabled in app settings
- 3.Verify you have an active internet connection
- 4.Try manually triggering a sync in settings
- 5.Log out and log back in on affected devices
I lost my data
- 1.Check if you're logged into the correct account
- 2.Look for a backup option in app settings
- 3.Contact support for data recovery assistance
- 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.
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