Troubleshooting
Login and Account Issues
I forgot my password.
On the sign-in screen, tap Forgot Password and enter the email address you used to create your account. You will receive a password reset email within a few minutes. Check your spam folder if it does not arrive.
The sign-in screen is showing an error.
Make sure your device has an active internet connection. If the error persists:
- Close and reopen the app.
- Try signing in again.
- If you see a specific error message, note it and contact support (see below).
I created an account but can't sign in.
Verify that you are using the same email address and password you used during registration. Passwords are case-sensitive. If you are still unable to sign in, use the Forgot Password flow to reset your credentials.
Do I need to sign in to use the app?
No. All core features — journaling, Memory Book, assessments, coping prompts, and the education library — work without signing in. An account is only required for cross-device sync (Plus) and AI features (Plus/Pro).
Sync Not Working (Plus Tier)
My entries are not appearing on my other device.
- Confirm that both devices are signed in to the same account (Settings > Account).
- Confirm that both devices have an active internet connection.
- Open the app on each device and wait a moment — sync runs automatically when the app is open and connected.
- If entries still do not appear, go to Settings > Sync and tap Sync Now.
Sync is stuck or shows an error.
- Sign out of the app (Settings > Account > Sign Out) and sign back in.
- Check that your Plus subscription is still active (Settings > Subscription).
- If the problem continues, contact support with the error message shown.
Will I lose my data if sync is off?
No. Data is always saved locally on your device, regardless of sync status. Sync is additive — it copies your local data to the cloud, it does not replace or delete it.
App Runs Slowly on Older Android Devices
Grief Companion is designed to run smoothly on mid-range Android devices, including the Galaxy A series. If you are experiencing slowness:
- Close background apps — too many apps running simultaneously can affect performance.
- Restart the device — a fresh restart often resolves sluggishness.
- Check available storage — the app needs a small amount of free storage to operate. Go to your device's Storage settings and free up space if needed.
- Update the app — open the Google Play Store, search for Grief Companion, and install any available updates.
If the app remains slow after these steps, contact support with your device model and Android version.
Photos Not Appearing in Memory Book
I added a photo but it is not showing.
- Make sure the app has permission to access your photos. On Android: Settings > Apps > Grief Companion > Permissions > Photos/Storage. On iOS: Settings > Privacy & Security > Photos > Grief Companion (set to "All Photos" or "Selected Photos").
- Close and reopen the app.
- Navigate back to the Memories tab — the photo should now appear on the timeline.
The photo appears blurry or fails to load.
Photos are stored at the resolution they are added. If your device's storage is very low, image loading may be affected. Free up storage and try again.
I accidentally deleted a memory.
Deleted memories cannot be recovered from within the app. If you have cross-device sync enabled (Plus), check your other devices — the memory may still be present on a device that has not yet synced the deletion.
Notifications Not Arriving
I'm not receiving my daily check-in reminder.
- Confirm that notifications are enabled for Grief Companion on your device:
- Android: Settings > Apps > Grief Companion > Notifications — make sure notifications are allowed.
- iOS: Settings > Notifications > Grief Companion — make sure Allow Notifications is on.
- Check the reminder time in the app: Settings > Check-In Time.
- Confirm your device is not in Do Not Disturb mode at the scheduled time.
- If you recently reinstalled the app, you may need to re-grant notification permissions.
I'm receiving too many notifications.
Go to Settings > Notifications in the app to adjust which types of reminders you receive and how often.
Can't Access Plus Features After Subscribing
I subscribed but Plus features are still locked.
- Make sure you are signed in to the account you used to subscribe (Settings > Account).
- Go to Settings > Subscription and tap Restore Purchases. This refreshes your subscription status from the app store.
- If the subscription shows as active but features are still unavailable, sign out and sign back in.
- If the issue persists after these steps, contact support (see below) with your receipt or order confirmation.
My subscription was charged but I don't see it in the app.
Subscriptions are managed through the Apple App Store (iOS) or Google Play Store (Android). Use Restore Purchases in Settings > Subscription to link your purchase to the app. If the purchase is not appearing in your app store subscription history, contact Apple or Google support directly.
Exporting Your Data
You can export your journal entries and memories at any time from Settings > Privacy > Export My Data.
The export includes:
- All journal entries (with dates, emotion tags, and entry text)
- All memories (photos and written stories)
- Assessment results
The export is delivered as a downloadable file to your device. This works without a subscription.
If you close your account, your data will be permanently deleted from Edgeless Media servers. Export your data before deleting your account if you want to keep it.
Contacting Support
If you have tried the steps above and are still experiencing an issue, the support team is here to help.
Email: support@edgeless.media
When reaching out, please include:
- A brief description of the issue
- Your device model and operating system version
- The app version (found in Settings > About)
- Any error messages you are seeing
We respond to all support requests and will follow up as soon as possible. You do not need a subscription to contact support.
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