Common Issues & Solutions
Quick solutions to frequently encountered problems. Find step-by-step fixes for subscription issues, data sync problems, browser compatibility, and more.
Purchase & Subscription Issues
App doesn't recognize my purchase
Try the Restore Purchase button in the Manage Subscription screen.
- 1Open the app and go to Account Settings
- 2Navigate to Manage Subscription
- 3Tap 'Restore Purchase' button
- 4Wait for the restoration process to complete
ℹ️ Note: If this doesn't work, please contact support at hai@doit.me with your order ID.
Can't find my order ID
Locate your order ID based on your platform:
Android
- •Check your email for the purchase confirmation from Play Store
- •The order ID starts with 'GPA'
- •If you can't find the email, contact support with your purchase email address
iOS/iPadOS
- •Open App Store and tap your account avatar (top-right)
- •Go to Purchase History
- •Find the Journal it! purchase and tap to see details
- •The order ID will be displayed in the details
Data & Recovery
Accidentally deleted an item
Unfortunately there's no trash bin feature yet, but you can try these recovery methods:
- 1If you have the item on another device: Disconnect that device from the internet immediately
- 2Make a small modification to the item on the disconnected device
- 3Reconnect to sync the modified item back
⚠️ Important: Act quickly before the deletion syncs to other devices.
ℹ️ Note: Alternative: If you have a zip backup, you can import it to restore the lost item.
Forgot encryption passphrase
There are limited recovery options depending on your situation:
- 1If you have the app working on another device: Go to Settings → Security and set a new passphrase there
- 2If you have local data but no working device: Enter 'export' when prompted for passphrase to be redirected to Settings where you can export your local data to PDF or ZIP
- 3If no device has cached data: Unfortunately, encrypted data cannot be recovered
⚠️ Important: We cannot help recover your passphrase - this is by design for your security. Always store your passphrase in a secure physical location.
ℹ️ Note: Journal it! uses two-layer security: your passphrase encrypts an encryption key, which encrypts your data. The encryption key never leaves your device.
Web Version Issues
Web app not loading or showing errors
First, try a hard refresh to clear cached files:
Chrome
- •macOS: Press Shift + Cmd + R
- •Windows: Press Shift + F5
Edge
- •macOS: Press Shift + Cmd + R
- •Windows: Press Ctrl + F5 or Shift + F5
ℹ️ Note: If refreshing doesn't help, proceed to clear browser data.
Persistent web app issues after refresh
Clear the site's data from your browser:
Chrome
- •Go to chrome://settings/cookies
- •Click 'See all site data and permissions'
- •Search for 'journalit.app'
- •Click the trash icon to delete data
- •Reopen the site and log in again
Edge
- •Click the three-dot menu and go to Settings
- •Navigate to 'Cookies and site permissions'
- •Click 'See all cookies and site data'
- •Search for 'journalit.app'
- •Click the bin icon or 'Remove' to delete data
- •Reopen the site and log in again
Need to collect error logs for support
Gather browser console logs to help diagnose issues:
Chrome
- •Open Menu > More Tools > Developer Tools
- •Switch to the Console tab
- •Reload the page and wait for the error to appear
- •Right-click on any line in the console
- •Select 'Save as...' to save the log file
Edge
- •Press Cmd+Option+I (macOS) or Ctrl+Shift+I (Windows)
- •Navigate to the Console tab
- •Reload the page to capture all logs
- •Right-click on any line in the console
- •Select 'Save as...' and save the log file
ℹ️ Note: Send the saved log file to hai@doit.me with a description of the issue.
Widget Issues
Widgets not refreshing on Android
Android aggressively manages battery by restricting background apps. Visit dontkillmyapp.com for device-specific instructions:
- 1Go to dontkillmyapp.com and find your phone manufacturer
- 2Follow the specific guide for your device
- 3Ensure Journal it! is excluded from battery optimization
- 4Grant all necessary permissions in app settings
ℹ️ Note: Some devices require additional steps to keep widgets updating properly.
Account Management
Need to change account email
Email changes require data migration:
- 1Export all data from current account to ZIP (Settings > Export)
- 2Create a new account with the desired email
- 3Import the ZIP file to the new account
- 4Email hai@doit.me to transfer your subscription
⚠️ Important: Ensure you have a complete backup before starting this process.
Still Need Help?
📧 Email Support
Get personalized help for complex issues
hai@doit.me
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