Diagnose syncing issues

!! In the first instance we recommend that you DO NOT log in/out or alter your app settings.

There is a known issue since the introduction of Multi Factor Authentication in March 2024, where users that have not entered MFA codes into the app can lose data that remains remote to the app, if they log out. The app is reset when you log in or out and all data that was on the app is lost permanently.

Please follow the steps below to diagnose issues and Contact Us if this is not successful.

There are a few things that we need to check so that we can help you to resolve this.

!! Firstly, until we have completed our checks with you and we advise what to do, DO NOT alter your current app status (ie stay logged in or do not sign into your account through the app) as all un-synced entries will be lost, and we cannot recover them.

Please tell us if you are using the Library or Portfolio app? The advice that follows is for the newer Portfolio app, if it is the Library app the advice is different so do contact us.

On the Account page of the Portfolio app please check if you are logged in, this is true if your name and profession are listed. Please DO NOT log in if 'no name' is listed and contact us via the link above with this information, so we can advise next steps.

If your name is listed, on the same Account page under Device, please click into View sync queue. If there are any Pending entries on that list, please use the 'drag to refresh' action to trigger another sync. Drag down from the top of the screen and hold until the circling dots appear, then release.

If any entries are not then synced, you may see the cloud icon is red next to one entry. Open that entry from the Entries list, screenshot it and then delete the entry.  Go back to Account and the sync list and retry 'drag to refresh'. This should trigger the sync to your main account. If this does not resolve the issue do get in touch with us.

When you contact us, please share the titles of any entries that are not appearing and screenshots of the Sync list so that we can diagnose the issue.