Support
Most issues fall into one of the categories below. If your situation isn't covered, scroll down to Contact Us.
Account & sign-in
"Subscription Belongs to Another Account"
FlashLeap Pro subscriptions are bound to the FlashLeap account that first activated them — not your Apple ID. If you see this message, the App Store subscription on your Apple ID was originally activated for a different FlashLeap account. Sign in to that account to use Pro, or contact us if you need to transfer ownership (e.g., the original account is no longer accessible to you).
"Account is deactivated" / "We couldn't verify your identity"
If you previously tapped Delete Account, you have 90 days to recover it. Try signing in again with the same email and sign-in method (email + password, Apple, or Google) you used originally. The app will detect the deactivation and prompt you to reactivate. For Apple or Google reactivation, you'll be asked to sign in once more so a fresh identity token can be issued — this is normal and required.
Password reset email never arrives
Check your spam folder first. For security, the app shows a success message whether or not the email is registered, so the silent path covers typos. Confirm you signed up with the exact email you typed. If you signed up with Apple or Google originally, you don't have a password — sign in with that provider instead, and you can later Set a Password from Profile if you want.
Cross-device sign-out on delete
When you delete an account from one device, all your other signed-in devices will sign out automatically within a few seconds and wipe their local copy of your decks. This is intentional — your data follows your account, not your device.
"ID token expired" when signing in with Apple or Google
This almost always means your device's clock is out of sync with our servers. Apple and Google identity tokens are time-stamped, and Firebase rejects them if the device clock is more than a few minutes off — even into the future.
Fix:
- Open Settings → General → Date & Time.
- Turn on Set Automatically.
- If "Set Automatically" was already on, toggle it off and back on to force a re-sync, then wait 10 seconds.
- Try signing in again.
If you've been changing your device date manually for any reason (testing, travel, etc.), restoring the real date is enough — you don't need to reinstall the app.
Pro & purchases
Pro didn't activate after I purchased
Tap Restore Purchases from the paywall or Settings. If it still doesn't activate, close and reopen the app — cross-device entitlement verification finishes within a few seconds of launch. If it persists after a few minutes, make sure you're signed into the same FlashLeap account that bought the subscription, then contact us with your Apple ID's purchase receipt.
"Already Subscribed" when trying to buy
Your Apple ID already has an active FlashLeap subscription. Tap Restore Purchases to recover access.
Free trial ended unexpectedly
Free trials run for the exact duration shown at purchase (typically 7 days). Two days before expiry, you'll receive an in-app reminder. Apple may charge slightly early (within 24 hours of period end) per their billing rules.
Cancel or change a subscription
All payments are processed by Apple. Manage or cancel from Settings > [your name] > Subscriptions on iOS. Cancellation takes effect at the end of the current period; no refund is issued for the partial period. For refund requests, use reportaproblem.apple.com.
Sync & data
Sync conflict banner
The app shows a conflict banner when changes from another device clash with changes you made locally. Tap the banner to review and choose which version to keep, deck by deck. Conflicts are rare — they mainly happen if you edit the same deck on two devices while offline.
Deck-limit conflict on sign-in
Free accounts have a per-device deck limit. If signing in pulls more decks than the free tier allows, you'll be prompted to either upgrade to Pro or pick which decks to keep on this device. Choosing decks doesn't delete the others — they stay in the cloud and reappear if you upgrade later.
Decks aren't syncing
Open Settings > Cloud Sync and check if sync is enabled and the last sync timestamp is recent. Force a sync from there if needed. Sync requires an internet connection and a verified account.
AI generation
"You've used all your AI generations this month"
Free accounts get 5 AI generations per month; Pro gets 100. Limits reset at the start of each calendar month. If you need more, you can buy a one-time generation pack from the paywall, or upgrade to Pro for the monthly allotment.
AI generation produced poor results
The AI works best with focused, well-scoped input. A clear topic ("French Revolution causes") or a short reference text gives better results than a vague prompt. For improving an existing card, use AI Improve from the card editor — set the count to more than 1 to also generate related cards on the same topic.
Hearts & streaks
I lost a heart unfairly
Hearts are spent on incorrect answers in study mode. They refill once per day and you earn bonus hearts for hitting streak milestones (7-day streak, 10 sessions). If you believe a heart was deducted incorrectly, contact us with details of the session.
Streak reset to zero
Streaks require at least one completed study session per day. If you missed a day and were out of streak-protection hearts, the streak resets. Pro accounts can purchase additional streak protection.
Contact us
Still stuck? Email us at support@flashleap.app. Include your account email, device model, iOS version, and a screenshot of the problem if possible — this lets us help much faster.