Troubleshooting
Solutions for common issues you might encounter with Herp Tracker.
Sync Issues
Data not syncing between devices?
Try these steps:
- Check your internet connection - Ensure you have a stable WiFi or cellular connection
- Force sync - Pull down on the home screen to trigger a manual sync
- Check subscription status - Cloud sync requires a paid subscription
- Sign out and back in - Go to Settings → Account → Sign Out, then sign back in
- Update the app - Make sure you're running the latest version
Note: Changes made offline will sync automatically when you reconnect to the internet.
Login Problems
Forgot your password?
- Tap "Forgot Password" on the login screen
- Enter your email address
- Check your email for a reset link
- Create a new password
Google/Apple sign-in not working?
- Make sure you're using the same account you originally signed up with
- Check that your device is signed into the correct Google/Apple account
- Try signing out of Google/Apple on your device and signing back in
"Account not found" error?
- Double-check the email address for typos
- Try a different sign-in method (email vs. Google vs. Apple)
- Your account may have been created with a different email
Data Recovery
Lost your data?
Don't panic! Here's what to try:
- Check if you're signed in - Your data is tied to your account, not your device
- Verify your subscription - Cloud backup requires an active subscription
- Check other devices - If you used the app on another device, data may still be there
- Contact support - We may be able to restore from server backups
Important: If you deleted your account, data recovery is not possible. Account deletion is permanent.
App Performance
App running slowly?
- Close other apps running in the background
- Restart your device
- Make sure you have enough storage space
- Update to the latest app version
App crashing?
- Force close the app and reopen
- Restart your device
- Check for app updates
- Uninstall and reinstall (your data will sync back from the cloud)
Photos not loading?
- Check your internet connection
- Wait a moment - large photos may take time to load
- Clear the app cache (Settings → App → Clear Cache)
Notification Issues
Not receiving reminders?
Check these settings:
iOS:
- Open Settings → Notifications → Herp Tracker
- Make sure "Allow Notifications" is enabled
- Check that Banners and Sounds are enabled
Android:
- Open Settings → Apps → Herp Tracker → Notifications
- Make sure notifications are enabled
- Check that the app isn't restricted by battery optimization
Still Need Help?
If you've tried the solutions above and still have issues, please contact our support team.
When contacting support, please include:
- Your device type and OS version
- App version (found in Settings → About)
- A description of the issue
- Screenshots if applicable