Troubleshooting — common issues and fixes
FAQ for problems we get asked about most. Login failures, missing data, sync issues, mobile app errors, and how to reach support.
This page covers the issues we hear about most. Not finding your answer? Reach out — link at the bottom.
Login
Q. Can't log in (forgot password)
Use Forgot password? on the login screen to receive a reset email. Not arriving?
- Check spam folder
- Make sure you registered with the same address
- Still nothing after 24h → contact support
Q. Google / Apple sign-in fails
- Try an incognito window
- Clear cookies and retry
- If you previously created an account with email + password using the same address, there's a conflict — contact support
Q. I picked "Hide My Email" with Apple and can't log in from desktop
Sign in with Apple's Hide My Email option creates your account with a random relay address like xxxxxxxx@privaterelay.appleid.com. You can't sign in from a desktop browser using your real email.
Fix: Go to Settings → Profile → click Change next to your email address.
- Enter your real email
- A confirmation email arrives at the new address
- Click the link to complete the change
After that you can sign in with Google, email/password, or Apple — all linked to the same account.
Q. Logged in but no notes show
Wrong workspace selected. Click the workspace name (top left) to switch.
Data and sync
Q. A note I wrote is missing
- Check Trash in the left sidebar
- Different workspace?
- Try version history (note menu ⋯ → View versions) to restore
Q. Teammates can't see data
- Check folder permissions
- Confirm they were invited to the correct workspace
- Are they VIEWER? They can read but not edit
Q. Different data on another browser
Almost always wrong workspace selection. Check the workspace name.
Mobile app
Q. Brief error screen on launch
Often appears immediately after a Vercel deploy. Force-quit → relaunch fixes it. Persists? Contact support.
Q. App crashes
- Update iOS
- Update the app (TestFlight)
- Last resort: delete and reinstall
Q. No push notifications
- iPhone Settings → Notifications → Memol → Allow
- In-app Settings → Notifications → enable per type
Features
Q. AI search results aren't great
- Add specifics to the query ("meeting notes" → "March meeting with Acme")
- Confirm enough info exists in the underlying notes
- Free plan has 5 queries / week
Q. Templates not showing
- They appear when you pick an industry at workspace creation
- Custom templates require PRO+
- Check Settings → Templates
Q. File upload fails
- Over plan limit? (Free 5MB / PRO+ 50MB per file)
- Unsupported format (extremely old formats may not work)
Billing and cancellation
Q. Canceled but got billed again
- Cancellation takes effect next billing date, not immediately
- For charges after that, contact support
Q. Double-billed
Sometimes happens with separate Stripe accounts. Contact us — refunds available.
Q. Need a receipt
Settings → Plan & billing → Billing history. PDF download. Tax-compliant for Japan invoicing.
Contact support
If none of the above helped:
- Email: contact@memol.app
- Contact form: /contact
- Urgent (BUSINESS only): Dedicated Slack connect — we'll provision on request
Replies within 24h on weekdays. Weekend cases handled the next Monday.
Next steps
- Confirm the basics → Getting started
- Plan details → Pricing and plans