Skip to main content

Troubleshooting

Login and Account​

The app shows "Anonymous" — do I need to create an account?​

No. The anonymous session is intentional — you can use all core exercise features without creating an account. The app creates an invisible session automatically on first launch. If you want to sync data across devices or unlock subscription features, create an account from Profile > Create Account.

I created an account but my session history is gone​

When you create an account by tapping "Create Account" on the Profile tab, the app upgrades your anonymous session and preserves your existing data. If you instead signed out and created a completely new account, your anonymous data cannot be recovered — it was tied to the previous anonymous session. Contact support via Profile > Settings > Report a Bug if this happened unexpectedly.

I can't sign in — the sign-in flow fails​

  1. Ensure you have an internet connection.
  2. If using Google Sign-In, check that your Google account is available on the device (iOS: Settings > Passwords & Accounts; Android: Settings > Accounts).
  3. If using Apple Sign-In, ensure it is enabled in Settings > [Your Name] > Password & Security.
  4. Close the app completely and try again.
  5. If the error persists, tap Create Account and choose a different sign-in method (magic link via email is the most reliable fallback).

Microphone and Voice Input​

The app is not capturing my voice during retelling​

  1. Check that you granted microphone permission when the app first requested it. Go to your device's Settings > Privacy > Microphone and ensure Cognitive Stories is listed and enabled.
  2. Speak clearly and at a normal volume — position the phone's microphone toward your mouth.
  3. If transcription shows nothing after several seconds of speaking, try tapping Done and switching to the text fallback option. You can type your retelling instead.
  4. Restart the app and try again — occasionally the speech-to-text system requires a fresh start.

The transcription is inaccurate — it's missing words I said​

Speech-to-text accuracy depends on ambient noise, speaking speed, and connection quality (the transcription may use on-device or cloud processing). Tips:

  • Speak in a quiet environment.
  • Speak at a moderate pace — not too fast.
  • The scoring engine is designed to handle common speech-to-text artifacts and filler words. Minor transcription errors often do not affect fact detection.
  • If you believe the transcription caused an incorrect miss, use the text fallback on your next exercise to compare.

I prefer typing — can I always use text instead of voice?​

Yes. On every retelling screen, there is a text fallback option. The scoring engine treats typed text identically to voice transcription — the same facts are checked and the same accuracy calculation applies. You can use text fallback for every round or mix voice and text across rounds.

Scoring​

A fact I clearly mentioned was marked as missed — why?​

The scoring engine matches your retelling against the fact list using a flexible approach that accounts for paraphrasing. However, very indirect references may not be matched. If you believe a fact was incorrectly marked as missed:

  • Review the transcript displayed on the results screen to confirm what the app heard.
  • If the transcript accurately captured what you said but the fact was still marked missed, the scoring engine may not have recognized the paraphrase. Scoring accuracy improves over time as the engine is refined.
  • Use Profile > Settings > Report a Bug to report specific cases — include the story name, the fact, and what you said.

My accuracy score seems inconsistent across sessions​

Accuracy varies naturally — it is affected by fatigue, time of day, and how familiar the story structure feels by round 4. High variance (e.g., 25% on a tired day, 72% on a good day) is normal, especially in early recovery. The Progress tab's trend line over 30 or 90 days is more meaningful than any single session score.

Offline Mode​

Can I do an exercise without internet?​

Yes. Stories are cached locally on your device. As long as the story library has synced at least once while you had a connection, you can complete exercises offline. Your session results are saved locally and sync to the server when you reconnect (Tier C/D subscribers).

An offline indicator banner appears at the top of the screen when you have no connection.

My session history is not syncing to my other device​

Cross-device sync requires a Basic Subscription (Tier C). Free and Ad-free users' data is stored locally only.

If you have Tier C:

  1. Confirm both devices are signed in with the same account.
  2. Make sure both devices have an internet connection.
  3. Open the app on both devices — sync happens automatically when the app is active.
  4. If one device shows stale data, close the app completely and reopen it.

Subscriptions and Purchases​

I subscribed but Advanced Analytics is still locked​

  1. Go to Profile and check that your tier shows "Basic" or "Premium."
  2. If it shows "Free," tap Restore Purchases in Settings. The app re-checks your subscription status via RevenueCat.
  3. Sign out and sign back in — subscription status is re-verified on login.

My subscription expired — what happens to my data?​

All session history, progress charts, and streak data remain in your account. On expiry:

  • If you were on Tier B (Ad-free) before subscribing, you return to Tier B.
  • If you were on Tier A (Free) before subscribing, you return to Tier A with ads.
  • Cloud sync pauses for Free/Ad-free users.
  • Advanced analytics and adaptive difficulty are no longer accessible, but your historical data remains.

Contacting Support​

Open the app, go to Profile > Settings, and tap Report a Bug or Request a Feature. Bug reports can include a screenshot. Please include your device model, OS version, and the specific steps that led to the issue. For subscription billing issues, contact Apple Support or Google Play Support directly.

Was this article helpful?

Contact support