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Scripts",{"path":279,"title":280},"\u002Fpackages\u002Fdevtools\u002Ffigma-plugins\u002Freadme","Figma plugins",{"path":282,"title":77},"\u002Fpackages\u002Fpulumi-infisical\u002Freadme",{"id":284,"title":214,"body":285,"description":808,"extension":809,"lastReviewed":810,"meta":811,"navigation":815,"owner":810,"path":213,"seo":816,"status":810,"stem":817,"tags":810,"__hash__":818},"repo\u002Finternal\u002Fsupport-bot\u002Fkb\u002Faccount_issues.md",{"type":286,"value":287,"toc":786},"minimark",[288,292,296,304,310,313,316,322,325,330,334,337,340,343,346,349,352,357,360,365,369,372,375,378,380,385,388,393,397,400,403,406,409,412,415,418,421,426,429,434,438,441,446,449,454,458,461,463,466,469,472,475,478,483,486,491,495,498,501,503,508,511,516,520,523,528,531,536,540,543,546,551,554,559,563,566,569,574,578,581,584,589,592,597,601,604,609,612,617,621,624,629,632,637,641,644,647,650,653,656,658,663,666,671,675,678,683,686,691,695,698,701,704,707,710,715,718,723,727,730,749,752,757,760,765,769,772,775,778,781],[289,290,214],"h1",{"id":291},"account-issues",[293,294,295],"h2",{"id":295},"password_reset",[297,298,299,303],"p",{},[300,301,302],"strong",{},"Problem:"," I forgot my password \u002F I want to change my password",[297,305,306,309],{},[300,307,308],{},"Solution:"," Hi,",[297,311,312],{},"You can reset your password in the sign-in process. Click on \"Password forgotten\" to receive a reset link.",[297,314,315],{},"Let me know if you need any further help!",[297,317,318,321],{},[300,319,320],{},"Note:"," German: \"Ich habe mein Passwort vergessen \u002F 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",[293,323,324],{"id":324},"cant_sign_in_general",[297,326,327,329],{},[300,328,302],{}," I can't sign in \u002F login not working",[297,331,332,309],{},[300,333,308],{},[297,335,336],{},"I'm sorry you're having trouble signing in. Let's get you back into Studyflash quickly!",[297,338,339],{},"Please try the following steps:",[297,341,342],{},"Open an incognito\u002Fprivate browsing window and attempt to sign in there. This bypasses any cached data that might be causing the issue.",[297,344,345],{},"If it still doesn't work, clear your browser's cache and cookies, then reopen the browser and try signing in again.",[297,347,348],{},"These two steps resolve the vast majority of sign-in errors.",[297,350,351],{},"Let me know if this resolves the issue or if you need any clarification!",[297,353,354,356],{},[300,355,320],{}," 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",[293,358,359],{"id":359},"premium_not_showing_different_device",[297,361,362,364],{},[300,363,302],{}," I paid for premium but it's not showing on my other device \u002F can't access premium on laptop",[297,366,367,309],{},[300,368,308],{},[297,370,371],{},"I understand it's frustrating when your Premium access doesn't appear on another device.",[297,373,374],{},"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.",[297,376,377],{},"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.",[297,379,351],{},[297,381,382,384],{},[300,383,320],{}," 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",[293,386,387],{"id":387},"connect_multiple_devices",[297,389,390,392],{},[300,391,302],{}," How do I use my account on multiple devices? \u002F Can I log in on two computers?",[297,394,395,309],{},[300,396,308],{},[297,398,399],{},"You can use Studyflash on multiple devices - just sign in with the same email address (or Apple ID\u002FGoogle account) on each device.",[297,401,402],{},"Here's how:",[297,404,405],{},"Install the Studyflash app or visit studyflash.ch on the new device",[297,407,408],{},"Sign in with the exact same credentials you used originally",[297,410,411],{},"If you subscribed through the App Store, make sure the new device uses the same Apple ID",[297,413,414],{},"Your decks and any Premium features will sync automatically.",[297,416,417],{},"If any paid features are missing on the second device, double-check that you're using the same login credentials.",[297,419,420],{},"Let me know if this helps!",[297,422,423,425],{},[300,424,320],{}," 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",[293,427,428],{"id":428},"only_one_device_at_time",[297,430,431,433],{},[300,432,302],{}," I can only log in on one device at a time",[297,435,436,309],{},[300,437,308],{},[297,439,440],{},"What happens when you try to log in on the second device? Please provide more details so I can help you troubleshoot this issue.",[297,442,443,445],{},[300,444,320],{}," German: \"Ich kann mich nur auf einem Gerat gleichzeitig anmelden\"",[293,447,448],{"id":448},"delete_account",[297,450,451,453],{},[300,452,302],{}," How do I delete my account?",[297,455,456,309],{},[300,457,308],{},[297,459,460],{},"You can delete your Studyflash account at any time in the app or on the website.",[297,462,402],{},[297,464,465],{},"Open Studyflash and log in",[297,467,468],{},"Go to Settings",[297,470,471],{},"Select \"Delete Account\" and confirm",[297,473,474],{},"This will permanently remove all your personal data in accordance with GDPR requirements.",[297,476,477],{},"Let me know if you have any questions!",[297,479,480,482],{},[300,481,320],{}," German: \"Wie kann ich mein Konto loschen?\". Also asked as: konto loschen; je veux supprimer ce compte; ik wil graag mijn account verwijderen",[293,484,485],{"id":485},"delete_account_button_disabled",[297,487,488,490],{},[300,489,302],{}," The delete account button is disabled \u002F I can't confirm deletion",[297,492,493,309],{},[300,494,308],{},[297,496,497],{},"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.",[297,499,500],{},"If you still have issues, try using an incognito browser window.",[297,502,420],{},[297,504,505,507],{},[300,506,320],{}," German: \"Der Button zum Loschen ist deaktiviert\"",[293,509,510],{"id":510},"change_email_address",[297,512,513,515],{},[300,514,302],{}," I want to change my email address on my account",[297,517,518,309],{},[300,519,308],{},[297,521,522],{},"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.",[297,524,525,527],{},[300,526,320],{}," 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",[293,529,530],{"id":530},"apple_private_relay_email",[297,532,533,535],{},[300,534,302],{}," My account shows a strange email address I don't recognize (privaterelay.appleid.com)",[297,537,538,309],{},[300,539,308],{},[297,541,542],{},"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.",[297,544,545],{},"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.",[297,547,548,550],{},[300,549,320],{}," German: \"In meinem Account ist eine Email-Adresse die mir nicht gehort (privaterelay)\". Also asked as: Komische E-Mail Adresse",[293,552,553],{"id":553},"account_sharing_not_allowed",[297,555,556,558],{},[300,557,302],{}," How can I share my account with friends?",[297,560,561,309],{},[300,562,308],{},[297,564,565],{},"Account sharing is not allowed. Each user needs their own account.",[293,567,568],{"id":568},"restore_deleted_content",[297,570,571,573],{},[300,572,302],{}," I deleted something and want to restore it",[297,575,576,309],{},[300,577,308],{},[297,579,580],{},"Click on the trash can icon in the library to view and restore deleted items.",[297,582,583],{},"Let me know if you can find what you're looking for!",[297,585,586,588],{},[300,587,320],{}," German: \"Ich habe was geloscht und will es wieder herstellen\". Also asked as: Mein Deck wurde geloscht bitte helft mir; Loschverlauf; geloschtes",[293,590,591],{"id":591},"restore_deleted_account",[297,593,594,596],{},[300,595,302],{}," I accidentally deleted my account and want it back",[297,598,599,309],{},[300,600,308],{},[297,602,603],{},"When did you delete the account? Please let us know so we can check if recovery is possible.",[297,605,606,608],{},[300,607,320],{}," German: \"Account ausversehen geloscht - account zuruck bekommen\"",[293,610,611],{"id":611},"account_used_on_unknown_device",[297,613,614,616],{},[300,615,302],{}," My account is being used on a device I don't recognize",[297,618,619,309],{},[300,620,308],{},[297,622,623],{},"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.",[297,625,626,628],{},[300,627,320],{}," German: \"Mein Account wird auf einem anderen Gerat benutzt das nicht von mir ist\"",[293,630,631],{"id":631},"login_error_500",[297,633,634,636],{},[300,635,302],{}," I get a 500 error or \"invalid group specifier\" when logging in",[297,638,639,309],{},[300,640,308],{},[297,642,643],{},"I'm sorry you're experiencing this error.",[297,645,646],{},"Please try these steps:",[297,648,649],{},"Open an incognito\u002Fprivate browser window and try logging in there",[297,651,652],{},"If the error persists, clear your browser cache and try again",[297,654,655],{},"Cached data can sometimes cause these error codes. Using a fresh browser session usually resolves the issue.",[297,657,420],{},[297,659,660,662],{},[300,661,320],{}," German: \"Ups! Etwas ist schiefgelaufen (500) kommt die ganze Zeit\"",[293,664,665],{"id":665},"apple_private_relay_mobile",[297,667,668,670],{},[300,669,302],{}," I see a strange email address in my account on mobile",[297,672,673,309],{},[300,674,308],{},[297,676,677],{},"You created your account with Apple Sign-In using the Private Relay feature. What email would you like to use instead?",[297,679,680,682],{},[300,681,320],{}," German: \"Komische E-Mail Adresse Ich habe mich eingeloggt und das Upgrade gemacht, jetzt sehe ich hier eine komische E-Mail Adresse\"",[293,684,685],{"id":685},"premium_different_devices",[297,687,688,690],{},[300,689,302],{}," I have premium on one device but not on another",[297,692,693,309],{},[300,694,308],{},[297,696,697],{},"This is most likely because your iPad and phone aren't connected to the same account. Please check:",[297,699,700],{},"Are you using the exact same email address or Apple ID\u002FGoogle account on both devices?",[297,702,703],{},"If not, sign out on the iPad and sign in with the same ID you're using on your phone.",[297,705,706],{},"After signing in again, the premium unlock should be automatically recognized and all features should be available.",[297,708,709],{},"Let me know if it worked or if you have any other questions!",[297,711,712,714],{},[300,713,320],{}," German: \"Premium Version Ich habe mir die Premium Version auf meinem Ipad geholt jedoch hab ich kein Zugriff mehr drauf\"",[293,716,717],{"id":717},"premium_not_synced",[297,719,720,722],{},[300,721,302],{}," My subscription is still valid but I don't have access to it",[297,724,725,309],{},[300,726,308],{},[297,728,729],{},"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:",[731,732,733,737,740,743,746],"ol",{},[734,735,736],"li",{},"Open the Studyflash app and tap on your profile in the top right -> \"Sign out\".",[734,738,739],{},"Sign in again with the exact same email address or Apple ID\u002FGoogle account you used to purchase the subscription.",[734,741,742],{},"After signing in again, you should immediately have premium access again.",[734,744,745],{},"If you purchased your subscription on the web, make sure you're using the same email there and in the app.",[734,747,748],{},"If it still doesn't work, uninstall the app and reinstall it - on first launch, sign in with the correct account.",[297,750,751],{},"Let me know if it worked or if you have any questions!",[297,753,754,756],{},[300,755,320],{}," German: \"Premium Mein Abo ist noch bis November gültig aber ich hab keinen Zugriff drauf\"",[293,758,759],{"id":759},"upgrade_not_showing",[297,761,762,764],{},[300,763,302],{}," I paid for the upgrade but the app still shows \"upgrade\" button",[297,766,767,309],{},[300,768,308],{},[297,770,771],{},"I'm happy to help! To give you the right solution, I need a couple more details:",[297,773,774],{},"Are you using the exact same email address or Apple ID\u002FGoogle account in the app as the one used to purchase the upgrade?",[297,776,777],{},"When you sign in on the website at studyflash.ch with the same email address, are the premium features shown there?",[297,779,780],{},"This information will help me find the quickest way to activate your upgrade.",[297,782,783,785],{},[300,784,320],{}," German: \"Upgrade bezahlt jedoch steht bei mir in der App upgrade hollen obwohl es von der Karte gebucht wurde\"",{"title":787,"searchDepth":788,"depth":788,"links":789},"",2,[790,791,792,793,794,795,796,797,798,799,800,801,802,803,804,805,806,807],{"id":295,"depth":788,"text":295},{"id":324,"depth":788,"text":324},{"id":359,"depth":788,"text":359},{"id":387,"depth":788,"text":387},{"id":428,"depth":788,"text":428},{"id":448,"depth":788,"text":448},{"id":485,"depth":788,"text":485},{"id":510,"depth":788,"text":510},{"id":530,"depth":788,"text":530},{"id":553,"depth":788,"text":553},{"id":568,"depth":788,"text":568},{"id":591,"depth":788,"text":591},{"id":611,"depth":788,"text":611},{"id":631,"depth":788,"text":631},{"id":665,"depth":788,"text":665},{"id":685,"depth":788,"text":685},{"id":717,"depth":788,"text":717},{"id":759,"depth":788,"text":759},"Login problems, email change, password reset, account deletion","md",null,{"category":812,"sensitive":813,"entry_count":814},"account_issues",false,18,true,{"title":214,"description":808},"internal\u002Fsupport-bot\u002Fkb\u002Faccount_issues","CNROTBSctN5rQXsiSw2K-ab90HGD6-o01utZSKs5C50",1779007964244]