Account Issues

password_reset

Problem: I forgot my password / I want to change my password

Solution: Hi,

You can reset your password in the sign-in process. Click on "Password forgotten" to receive a reset link.

Let me know if you need any further help!

Note: German: "Ich habe mein Passwort vergessen / ich will mein Passwort andern". Also asked as: Passwort andern; Passwort vergessen; mot de passe comment je change mon mot de passe; Waar vind ik mijn wachtwoord; j'ai oublier mon mot de passe; Whats my password; was ist mein Passwort

cant_sign_in_general

Problem: I can't sign in / login not working

Solution: Hi,

I'm sorry you're having trouble signing in. Let's get you back into Studyflash quickly!

Please try the following steps:

Open an incognito/private browsing window and attempt to sign in there. This bypasses any cached data that might be causing the issue.

If it still doesn't work, clear your browser's cache and cookies, then reopen the browser and try signing in again.

These two steps resolve the vast majority of sign-in errors.

Let me know if this resolves the issue or if you need any clarification!

Note: German: "Ich kann mich nicht anmelden". Also asked as: ik kan me niet aanmelden; Je ne peux pas acceder a mon compte; ik kan niet inloggen; je n'arrive pas a me connecter via google; Site inaccessible; Seite ladt nicht; servers down; sign up button doesn't work; error message every time

premium_not_showing_different_device

Problem: I paid for premium but it's not showing on my other device / can't access premium on laptop

Solution: Hi,

I understand it's frustrating when your Premium access doesn't appear on another device.

Please make sure you're logged in with exactly the same email address, Apple ID, or Google account on both devices. Using a different account is the most common reason the app shows only the free features.

If you originally used "Sign in with Apple" or "Sign in with Google," use the same option on the second device. Your Premium features should appear immediately once the correct account is recognized.

Let me know if this resolves the issue or if you need any clarification!

Note: German: "Ich habe mein Abo in der App bezahlt aber auf der Webseite werden Premium-Funktionen nicht angezeigt". Also asked as: eigentlich hatte ich ein premium account bereits; comment se connecter a mon compte sur mon autre appareil; J'ai paye mais je ne peux plus acceder a mon compte

connect_multiple_devices

Problem: How do I use my account on multiple devices? / Can I log in on two computers?

Solution: Hi,

You can use Studyflash on multiple devices - just sign in with the same email address (or Apple ID/Google account) on each device.

Here's how:

Install the Studyflash app or visit studyflash.ch on the new device

If you subscribed through the App Store, make sure the new device uses the same Apple ID

Your decks and any Premium features will sync automatically.

If any paid features are missing on the second device, double-check that you're using the same login credentials.

Let me know if this helps!

Note: German: "Wie kann ich meine Premium version auch mit dem Handy nutzen?". Also asked as: Comment connecte ces autres appareils; kun je inloggen op twee computers; Inloggen op ander apparaat; Download auf anderes gerat

only_one_device_at_time

Problem: I can only log in on one device at a time

Solution: Hi,

What happens when you try to log in on the second device? Please provide more details so I can help you troubleshoot this issue.

Note: German: "Ich kann mich nur auf einem Gerat gleichzeitig anmelden"

delete_account

Problem: How do I delete my account?

Solution: Hi,

You can delete your Studyflash account at any time in the app or on the website.

Here's how:

Open Studyflash and log in

Go to Settings

Select "Delete Account" and confirm

This will permanently remove all your personal data in accordance with GDPR requirements.

Let me know if you have any questions!

Note: German: "Wie kann ich mein Konto loschen?". Also asked as: konto loschen; je veux supprimer ce compte; ik wil graag mijn account verwijderen

delete_account_button_disabled

Problem: The delete account button is disabled / I can't confirm deletion

Solution: Hi,

To delete your account, you need to check the "Yes I am sure" checkbox before the delete button becomes active. Please try again and make sure to confirm the checkbox.

If you still have issues, try using an incognito browser window.

Let me know if this helps!

Note: German: "Der Button zum Loschen ist deaktiviert"

change_email_address

Problem: I want to change my email address on my account

Solution: Hi,

We can change your email address for you. Please send us both your old email address and the new email address you'd like to use, and we'll update it for you.

Note: German: "Ich mochte meine E-Mail-Adresse andern". Also asked as: Mon compte StudiFlash est lie a une adresse Apple masquee; ich wurde gerne die E-Mail-Adresse andern; want to transfer my account from Google to email; Changer de compte Apple a Google

apple_private_relay_email

Problem: My account shows a strange email address I don't recognize (privaterelay.appleid.com)

Solution: Hi,

That's a Private Relay email address that comes from Apple Sign-In. You created your account using "Sign in with Apple" with the "Hide My Email" option.

You can still log in by selecting "Sign in with Apple" - no need to remember the relay address. If you want to change to a regular email, let us know your preferred email address and we can update it for you.

Note: German: "In meinem Account ist eine Email-Adresse die mir nicht gehort (privaterelay)". Also asked as: Komische E-Mail Adresse

account_sharing_not_allowed

Problem: How can I share my account with friends?

Solution: Hi,

Account sharing is not allowed. Each user needs their own account.

restore_deleted_content

Problem: I deleted something and want to restore it

Solution: Hi,

Click on the trash can icon in the library to view and restore deleted items.

Let me know if you can find what you're looking for!

Note: German: "Ich habe was geloscht und will es wieder herstellen". Also asked as: Mein Deck wurde geloscht bitte helft mir; Loschverlauf; geloschtes

restore_deleted_account

Problem: I accidentally deleted my account and want it back

Solution: Hi,

When did you delete the account? Please let us know so we can check if recovery is possible.

Note: German: "Account ausversehen geloscht - account zuruck bekommen"

account_used_on_unknown_device

Problem: My account is being used on a device I don't recognize

Solution: Hi,

The best thing to do is reset your password in the sign-in process. This will log out all other devices and secure your account.

Note: German: "Mein Account wird auf einem anderen Gerat benutzt das nicht von mir ist"

login_error_500

Problem: I get a 500 error or "invalid group specifier" when logging in

Solution: Hi,

I'm sorry you're experiencing this error.

Please try these steps:

Open an incognito/private browser window and try logging in there

If the error persists, clear your browser cache and try again

Cached data can sometimes cause these error codes. Using a fresh browser session usually resolves the issue.

Let me know if this helps!

Note: German: "Ups! Etwas ist schiefgelaufen (500) kommt die ganze Zeit"

apple_private_relay_mobile

Problem: I see a strange email address in my account on mobile

Solution: Hi,

You created your account with Apple Sign-In using the Private Relay feature. What email would you like to use instead?

Note: German: "Komische E-Mail Adresse Ich habe mich eingeloggt und das Upgrade gemacht, jetzt sehe ich hier eine komische E-Mail Adresse"

premium_different_devices

Problem: I have premium on one device but not on another

Solution: Hi,

This is most likely because your iPad and phone aren't connected to the same account. Please check:

Are you using the exact same email address or Apple ID/Google account on both devices?

If not, sign out on the iPad and sign in with the same ID you're using on your phone.

After signing in again, the premium unlock should be automatically recognized and all features should be available.

Let me know if it worked or if you have any other questions!

Note: German: "Premium Version Ich habe mir die Premium Version auf meinem Ipad geholt jedoch hab ich kein Zugriff mehr drauf"

premium_not_synced

Problem: My subscription is still valid but I don't have access to it

Solution: Hi,

This usually happens when the Studyflash app on your phone is linked to a different account than the one you used to purchase your premium subscription. Please check the following:

Open the Studyflash app and tap on your profile in the top right -> "Sign out".
Sign in again with the exact same email address or Apple ID/Google account you used to purchase the subscription.
After signing in again, you should immediately have premium access again.
If you purchased your subscription on the web, make sure you're using the same email there and in the app.
If it still doesn't work, uninstall the app and reinstall it - on first launch, sign in with the correct account.

Let me know if it worked or if you have any questions!

Note: German: "Premium Mein Abo ist noch bis November gültig aber ich hab keinen Zugriff drauf"

upgrade_not_showing

Problem: I paid for the upgrade but the app still shows "upgrade" button

Solution: Hi,

I'm happy to help! To give you the right solution, I need a couple more details:

Are you using the exact same email address or Apple ID/Google account in the app as the one used to purchase the upgrade?

When you sign in on the website at studyflash.ch with the same email address, are the premium features shown there?

This information will help me find the quickest way to activate your upgrade.

Note: German: "Upgrade bezahlt jedoch steht bei mir in der App upgrade hollen obwohl es von der Karte gebucht wurde"