Help Center

🔄 Cards not syncing between devices

Solution:

1. Make sure you're logged into the same account on all devices
2. Check your internet connection on both devices
3. Pull down to refresh in the deck view to force a sync
4. Try logging out and back in on the device that's not syncing
5. If the problem persists, contact support with your account email

🔊 Audio not playing on cards

Solution:

1. Check that your device volume is turned up
2. Make sure your device is not in silent mode (check the physical switch on iPhone)
3. Verify that Grafoxi has permission to play audio in your device settings
4. Try closing and reopening the app
5. For Premium voices, ensure you have an active internet connection

📥 Import failed or cards not showing up

Solution:

1. Verify your CSV file is properly formatted (Front,Back,Transcription headers)
2. Check that the file encoding is UTF-8 (especially for non-Latin characters)
3. Make sure there are no empty rows in your file
4. Try importing a smaller test file (5-10 cards) first
5. See our Import Guide for detailed formatting instructions

💳 Subscription not activating after purchase

Solution:

1. Close the app completely and reopen it
2. Check that the purchase went through in your App Store account
3. Tap "Restore Purchases" in Settings → Subscription
4. Wait a few minutes—sometimes activation takes time
5. If still not working after 1 hour, contact support with your receipt

📱 App crashing or freezing

Solution:

1. Make sure you have the latest version of Grafoxi installed
2. Restart your device
3. Clear the app cache (Settings → Storage → Clear Cache)
4. Check that you have enough storage space on your device
5. If the problem continues, uninstall and reinstall (your data is saved in the cloud)

🤖 AI features not working

Solution:

1. Verify you have an active Premium subscription
2. Check your internet connection (AI features require online access)
3. For YouTube generation, make sure the video has captions/subtitles available
4. Try with a different video or topic to see if it's content-specific
5. If generation fails repeatedly, contact support with the specific content you're trying to use

🔐 Can't log in or forgot password

Solution:

1. Use the "Forgot Password" link on the login screen
2. Check your email (including spam folder) for the reset link
3. Make sure you're using the correct email address
4. If you signed up with Apple/Google, use that login method
5. Still can't access? Contact support at support@grafoxi.com

⏰ Review schedule seems wrong

Solution:

The FSRS algorithm learns from your performance and adjusts over time. What might seem "wrong" is actually the algorithm optimizing for your specific memory patterns. However:

1. Make sure you're rating cards honestly (not always clicking "Easy")
2. Give the algorithm time—it needs at least 2-3 weeks of data to optimize
3. Check your target retention rate in settings (default is 90%)
4. If you want more/fewer reviews, adjust the retention rate