Troubleshooting and Known Issues

Use this topic when you cannot get into your account or the app is not behaving as expected. Start with the sign-in and download articles, then look for the problem you see: missing data after a phone change, devices showing different diary records, changed timezones or nutrient totals that disagree. It also covers using the app offline. For a fitness tracker that will not connect or a refund or cancellation, use Devices and Syncing or Plans, Billing, and Subscriptions.

24 articles

Cannot sign in, sync or get reminders on time

Use when you cannot sign in, devices do not sync, you need offline access, or reminders are missing, silent or mistimed.

Download, reinstall or switch phones

Use when you cannot download the app, want an older version or lost data after a reinstall or new phone.

Food totals and nutrient numbers look off

Use when nutrient totals or rounding look wrong, food data is missing or invalid, or you want to review daily calorie totals.

Find old foods, copy meals, tame auto-correct

Use when you want to find a food you had before, copy yesterday, turn off auto-correct or manage recent amount suggestions.

  • Copying meals from yesterday

    Copy the previous day's meal into today by swiping from the left edge of the screen, and learn why the option may not appear.

  • Auto-Correct for Food Names

    Learn why food names may change as you type and how to turn off the spellcheck for food searches on mobile or on the website.

  • Removing amount suggestions

    Understand how recent amount suggestions are managed automatically, and how to replace an amount you no longer want to see in the list.

Change the app display or find missing features

Use when you want to change the Dashboard, theme or widgets, remove the Me badge, or find the former Weekly Analysis feature.

  • Home Screen - customize/turn off

    Customize the Home screen dashboard by moving or removing items, choosing a standard layout, or switching to higher-contrast colors.

  • How to switch between the Dark and Light modes?

    Switch the apps between Dark and Light mode by following your device setting, or choose the mode separately in App Settings.

  • Lock Screen widget

    Add Lock Screen widgets on iPhone and see the full list, from Daily Nutrient and Daily Macros to Fasting and Barcode Scanner shortcuts.

Fix check-ins or find and manage health records

Use when a Check-In does not behave, an old weight record returns, or you want your Notes or A1c tracker.

Change a card or send a feature request

Use when you need to change your credit card info or want to suggest a new feature.

  • Change Credit Card Info

    Update the credit card behind your Premium subscription before renewal, with different steps for App Store, Google Play and website purchases.

  • How to Submit a Feature Request

    Send a feature request to support and include how important it is, how it could work and examples, to help it get prioritized.

Common questions about Troubleshooting and Known Issues

Why is my data gone after I reinstalled the app or got a new phone?

Data is usually lost when no account was created, or when separate accounts were made on the phone and website. If you have a website account, sign in to the app with those credentials and your data will return. Without an account, it cannot be restored. If you bought Premium, email support, and we may locate it.

Why isn't my phone syncing with my iPad or the website?

You must be signed in to the same account on every device. If you see different data, or Premium on one device only, you are most likely signed in to different accounts, which can be merged. Also check your internet connection, and if you edit the same day on two devices, switch to another day and back to refresh.

How do I find a food I logged before?

On iPhone, open Me > Manage My Foods, find the food, long- press it, and choose Consumption History. On Android, open My Foods, find it in Favorites, Frequent, Custom, or My Recipes, tap its three dots, and select Consumption History. On the website, search the Food Report with Command+F on Mac or Ctrl+F on PC.

I can't sign in to my account. What can I do?

If you created your account with Google, Apple, or Facebook, use that same sign-in method. If no account was created, your email may not be recognized. Otherwise, email support@mynetdiary.com with your UserID, Google Play purchase receipt, or account email so Support can check for a typo.

Did Not Find It?

Email support@mynetdiary.com or send a request from the app under Me, then Support. Most replies within one business day.

Contact Support