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Troubleshooting Common Issues

Quick fixes for common problems. Get back to what matters.

How to Use This Guide

This guide covers the most common issues users encounter with Theryo, organized by feature area:

Can't find your issue? Contact support@theryo.ai or use the in-app chat (bottom-right corner).

Login & Account Access

Can't Log In - Wrong Password

Error: "Invalid email or password"

Solutions:

  1. Double-check your email address - No typos? Correct domain?
  2. Try password reset:
    • Click "Forgot Password" on login page
    • Enter your email
    • Check inbox for reset link (check spam)
    • Create new password
    • Try logging in again

💡 Tip: Use a password manager (1Password, Bitwarden) to avoid password issues.

Can't Log In - Two-Factor Authentication Issues

Error: "Invalid verification code"

Solutions:

If using authenticator app:

  1. Check time sync - Authenticator codes are time-based
    • iPhone: Settings > General > Date & Time > Set Automatically
    • Android: Settings > System > Date & Time > Automatic
  2. Wait for new code - Codes refresh every 30 seconds
  3. Try backup codes - Use one of your saved backup codes

If using SMS:

  1. Check phone signal - SMS requires cellular connection
  2. Wait 2-3 minutes - SMS can be delayed
  3. Request new code - Click "Resend code"
  4. Try authenticator app instead - More reliable than SMS

Lost both authenticator and backup codes?

  • Email support@theryo.ai with:
    • Your registered email address
    • Government-issued ID (for verification)
    • We'll help you regain access within 24-48 hours

Account Locked

Error: "Account temporarily locked due to multiple failed login attempts"

Why this happens: Security measure after 5 failed login attempts within 15 minutes.

Solution:

  • Wait 30 minutes - Account unlocks automatically
  • Or reset your password - Immediate unlock
  • Or contact support - We can unlock manually

Email Verification Link Expired

Error: "Verification link has expired"

Solution:

  1. Go to login page
  2. Click "Resend verification email"
  3. Check inbox (and spam)
  4. Click new link within 24 hours

Still not receiving email?

Journaling Issues

Journal Entry Not Saving

Symptoms:

  • Spinning "saving" indicator that never completes
  • Changes disappear when you refresh
  • "Save failed" error message

Solutions:

Check internet connection:

  1. Open another website - does it load?
  2. Check WiFi/cellular signal strength
  3. Try switching networks (WiFi ↔ cellular)

Clear browser cache:

  1. Chrome: Settings > Privacy > Clear browsing data
  2. Safari: Settings > Clear History and Website Data
  3. Firefox: Settings > Privacy > Clear Data

Try different browser:

  • Switch to Chrome, Safari, Firefox, or Edge
  • If it works in another browser, clear cache in original browser

Your work is protected:

  • Theryo caches entries locally
  • When connection returns, entries sync automatically
  • You won't lose your work

Voice Transcription Not Working

Error: "Microphone access denied" or no transcription appearing

Solutions:

Grant microphone permission:

Chrome:

  1. Click padlock icon in address bar
  2. Microphone > Allow
  3. Refresh page

Safari:

  1. Safari menu > Settings for This Website
  2. Microphone > Allow
  3. Refresh page

Firefox:

  1. Click padlock icon
  2. Connection > More Information > Permissions
  3. Use Microphone > Allow
  4. Refresh page

If transcription is inaccurate:

  • Speak more clearly and slowly
  • Reduce background noise
  • Use headphones with built-in mic
  • Check that correct microphone is selected (if multiple)

Can't Upload Photos

Error: "Upload failed" or "File type not supported"

Solutions:

Check file requirements:

  • ✅ Supported formats: JPG, PNG, HEIC
  • ✅ Maximum file size: 10MB
  • ✅ Maximum dimensions: 5000x5000 pixels

Reduce file size:

  1. iPhone: Settings > Camera > Formats > Most Compatible
  2. Android: Camera app > Settings > Picture size > Medium
  3. Or use image compression tool before upload

Check permissions:

  • Browser needs camera/photo library access
  • Grant permission when prompted
  • Check device settings if permission was denied

Try different photo:

  • Some corrupted files fail to upload
  • Try a different photo to test

Emotion Wheel Not Loading

Symptoms:

  • Blank screen where emotion wheel should be
  • Spinning loader that never completes
  • Error message about loading emotions

Solutions:

  1. Refresh the page - Simple but often works
  2. Clear browser cache - See instructions above
  3. Check for browser extensions - Ad blockers can interfere
    • Disable extensions temporarily
    • Whitelist theryo.com if needed
  4. Try different browser - Test if issue is browser-specific

Mood Analytics & Dashboard

Charts Not Displaying

Symptoms:

  • Dashboard shows blank spaces where charts should be
  • "No data available" message when you have entries
  • Charts load partially but cut off

Solutions:

Check date range:

  • Ensure you have journal entries in the selected timeframe
  • Expand date range (e.g., 30 days instead of 7 days)
  • Verify entries are saved (not stuck in draft state)

Browser issues:

  1. Refresh page (Cmd/Ctrl + R)
  2. Hard refresh (Cmd/Ctrl + Shift + R) - clears cache
  3. Try incognito/private window - tests if extensions interfere
  4. Update browser - Charts require modern browser features

Screen resolution:

  • Charts may not render on very small screens
  • Try landscape mode on mobile
  • Use desktop for full analytics experience

Year in Pixels Showing Wrong Colors

Issue: Colors don't match emotions you logged

Causes & Solutions:

Multiple entries per day:

  • Colors blend when multiple emotions logged same day
  • Hover over date to see individual emotions
  • This is expected behavior

Timezone mismatch:

  1. Go to Settings > Profile
  2. Check timezone setting
  3. Update if incorrect
  4. Analytics will recalculate

Old data from different emotion system:

  • If you used Theryo before emotion system update
  • Old entries may display differently
  • Edit old entries to update emotions

Missing Journal Entries in Calendar

Issue: Some entries don't appear in mood calendar or analytics

Solutions:

Check filters:

  1. Navigate to dashboard
  2. Click "Filters"
  3. Ensure no emotions are filtered out
  4. Reset filters to "All"

Check entry dates:

  • Backdated entries appear on their logged date, not creation date
  • Verify date when you created the entry

Check entry status:

  • Draft entries don't appear in analytics
  • Complete and save all draft entries

Sync issue:

  1. Pull down to refresh (mobile)
  2. Refresh page (desktop)
  3. Log out and log back in

Provider Connections

Provider Can't See Invitation

Issue: Provider says they didn't receive invitation email

Solutions:

Verify email address:

  1. Go to Settings > Provider Connections
  2. Check email you used - is it correct?
  3. Confirm it matches provider's Theryo account email
  4. Resend invitation with correct email

Provider checks spam:

  • Ask provider to check spam/junk folder
  • Add noreply@theryo.com to contacts
  • Look for email from "Theryo"

Provider doesn't have account yet:

  • Confirm provider created a provider account (not client account)
  • Share provider signup link: theryo.com/providers
  • Once they have account, resend invitation

Shared Data Not Visible to Provider

Issue: Provider says they can't see journal entries or analytics you shared

Solutions:

Check connection status:

  1. Go to Settings > Provider Connections
  2. Verify status is "Active" not "Pending"
  3. If pending, provider hasn't accepted invitation yet

Check sharing settings:

  1. Settings > Provider Connections > [Provider Name]
  2. Verify "Analytics Access" is enabled
  3. For journal entries, verify you clicked "Share" on specific entries

Provider needs to refresh:

  • Ask provider to refresh their dashboard
  • Or log out and log back in
  • Shared data should appear

Check entry completion:

  • Draft entries aren't visible to providers
  • Complete and save entries before sharing

Can't Disconnect from Provider

Error: "Unable to disconnect" or button is disabled

Causes & Solutions:

Active treatment plan:

  • Some plans require provider acknowledgment before disconnect
  • Contact your provider first
  • Or email support@theryo.ai for assistance

Technical error:

  1. Refresh page
  2. Try different browser
  3. Contact support@theryo.ai if persists

Mobile App Issues

App Crashes on Launch

Solutions:

iPhone:

  1. Force close app:
    • Swipe up from bottom, hold
    • Swipe up on Theryo app
    • Reopen
  2. Restart iPhone:
    • Press and hold power button
    • Slide to power off
    • Wait 30 seconds
    • Power on
  3. Update app:
    • App Store > Updates
    • Update Theryo if available
  4. Reinstall app:
    • Delete app
    • Reinstall from App Store
    • Your data is safe (stored in cloud)

Android:

  1. Force stop app:
    • Settings > Apps > Theryo
    • Force Stop
    • Reopen
  2. Clear app cache:
    • Settings > Apps > Theryo > Storage
    • Clear Cache (not Clear Data)
  3. Restart device
  4. Update app from Google Play
  5. Reinstall app if needed

App Not Syncing

Symptoms:

  • Entries created on phone don't appear on desktop
  • Changes not saving
  • "Sync failed" error

Solutions:

Check internet connection:

  • Toggle Airplane mode on/off
  • Switch between WiFi and cellular
  • Verify signal strength

Force sync:

  • Pull down to refresh on dashboard
  • Log out and log back in

Update app:

  • Outdated app versions may have sync bugs
  • Update to latest version

Reinstall app:

  • If sync persistently fails
  • Delete and reinstall (data is safe in cloud)

Push Notifications Not Working

Solutions:

iPhone:

  1. Check app settings:
    • Settings > Notifications > Theryo
    • Allow Notifications > ON
    • Choose alert style
  2. Check Do Not Disturb:
    • Disable if active
  3. Check Theryo app settings:
    • Theryo app > Settings > Notifications
    • Enable desired notifications

Android:

  1. Check app settings:
    • Settings > Apps > Theryo > Notifications
    • Enable notifications
  2. Check Do Not Disturb:
    • Disable if active
  3. Check battery optimization:
    • Settings > Battery > Battery Optimization
    • Find Theryo
    • Don't optimize

Notifications & Reminders

Not Receiving Journal Reminders

Issue: You enabled reminders but don't receive them

Solutions:

Check reminder settings:

  1. Go to Settings > Notifications
  2. Verify "Journal Reminders" is ON
  3. Check reminder time - is it set correctly?
  4. Check reminder days - are correct days selected?

Check notification permissions:

  • Desktop: Browser needs notification permission
    • Look for permission request at top of browser
    • Or go to browser settings and allow notifications for theryo.com
  • Mobile: App needs notification permission (see above)

Check timezone:

  • Settings > Profile > Timezone
  • If timezone is wrong, reminders come at wrong time
  • Update and save

Check Do Not Disturb:

  • Disable system Do Not Disturb mode temporarily to test

Too Many Notifications

Issue: Receiving notifications you don't want

Solution:

  1. Go to Settings > Notifications
  2. Disable unwanted notification types:
    • Journal reminders
    • Goal progress
    • Provider messages
    • Product updates
  3. Save changes

💡 Tip: You can keep email notifications on but disable push notifications (or vice versa).

Subscription & Billing

Payment Failed

Error: "Payment method declined"

Solutions:

Check payment method:

  1. Go to Settings > Subscription > Payment Method
  2. Verify card details are correct
    • Card number
    • Expiration date
    • CVV
    • Billing ZIP code
  3. Update if needed

Common causes:

  • Expired card
  • Insufficient funds
  • Card issuer blocking charge (fraud protection)
  • International card restrictions

Contact your bank:

  • Inform them Theryo charge is legitimate
  • Ask them to allow charge from "Theryo" or "Stripe"

Try different payment method:

  • Add a different card
  • Use PayPal (if available)

Can't Cancel Subscription

Issue: Cancel button not working or not visible

Solutions:

Free plan users:

  • Free plan can't be "canceled" (it's free)
  • You can delete your account if you want to stop using Theryo

Paid plan users:

  1. Go to Settings > Subscription
  2. Click "Manage Subscription"
  3. Click "Cancel Subscription"
  4. Confirm cancellation

If button is missing:

  • You may have subscribed via iOS App Store or Google Play
  • Cancel through App Store/Google Play subscriptions
  • Or email support@theryo.ai

Provider plans:

Charged After Cancellation

Issue: Received charge after canceling subscription

Causes & Solutions:

Cancellation didn't process:

  • Check Settings > Subscription for status
  • If still active, cancel again
  • Email support@theryo.ai for refund

Cancellation timing:

  • Cancellations take effect at end of current billing period
  • If you canceled mid-cycle, next charge is expected
  • After that, no more charges

App Store/Google Play subscription:

  • If you subscribed via app store, must cancel there
  • Canceling on Theryo.com doesn't cancel app store subscription

Contact support:

  • Email support@theryo.ai with:
    • Account email
    • Date canceled
    • Date charged
    • Amount charged
  • We'll investigate and refund if appropriate

Performance & Loading

Slow Loading Times

Symptoms:

  • Pages take >10 seconds to load
  • Dashboard charts load slowly
  • Typing has lag

Solutions:

Check internet speed:

  1. Visit speedtest.net
  2. Test your connection
  3. If <5 Mbps, may cause slowness
  4. Move closer to WiFi router or use cellular

Clear browser cache:

  1. See instructions under "Journal Entry Not Saving" above
  2. Restart browser after clearing

Disable browser extensions:

  • Ad blockers, privacy tools can slow pages
  • Disable temporarily to test
  • Whitelist theryo.com if needed

Try different browser:

  • Test if issue is browser-specific
  • Chrome generally fastest for Theryo

Check device resources:

  • Close other apps/tabs
  • Restart device
  • Free up disk space if low

"Something Went Wrong" Error

Generic error message appears

Solutions:

  1. Refresh page - Often resolves temporary errors
  2. Check status page - status.theryo.com
    • Are we experiencing outages?
  3. Clear browser cache - See instructions above
  4. Try incognito/private window - Tests if cache/extensions interfere
  5. Try different browser
  6. Contact support with:
    • Screenshot of error
    • What you were doing when error occurred
    • Browser and device info

Page Not Found (404 Error)

Solutions:

Check URL:

  • Typo in URL?
  • Old bookmark to moved page?
  • Try navigating from homepage

Clear browser cache:

  • Old cached redirects can cause 404s

Update bookmark:

  • If you have old bookmark, delete it
  • Navigate to page and create new bookmark

Getting More Help

Before Contacting Support

Provide this information for faster resolution:

Account Information:

  • Email address registered with Theryo
  • Account type (client or provider)

Issue Details:

  • What were you trying to do?
  • What happened instead?
  • Error message (screenshot if possible)
  • When did issue start?
  • Does it happen every time or intermittently?

Device & Browser:

  • Device (iPhone 15, MacBook Pro, Samsung Galaxy, etc.)
  • Operating system (iOS 17, macOS Sonoma, Windows 11, etc.)
  • Browser (Chrome 120, Safari 17, Firefox 121, etc.)
  • App version (if using mobile app)

Steps to Reproduce:

  1. I did this...
  2. Then this...
  3. Then this error appeared...

Contact Support

Email:

  • 📧 support@theryo.ai
  • Include details listed above
  • We respond within:
    • Critical issues: 2 hours
    • Urgent issues: 24 hours
    • General inquiries: 48 hours

In-App Chat:

  • Click chat widget (bottom-right corner)
  • Real-time chat with support team
  • Available Monday-Friday, 9am-5pm PT

Community Forum:

Emergency Resources

⚠️ Theryo is not a crisis service. If you're experiencing a mental health emergency:

  • 🆘 988 - Suicide & Crisis Lifeline (call or text)
  • 🆘 911 - Emergency services
  • 🆘 741741 - Crisis Text Line (text HOME)
  • 🆘 Your therapist's emergency number

Frequently Asked Questions

Q: Why isn't my issue listed here? A: This guide covers the most common issues. For other problems, contact support@theryo.ai or use in-app chat.

Q: How long does support take to respond? A: Critical issues within 2 hours, urgent within 24 hours, general inquiries within 48 hours.

Q: Can I talk to a human or is it all chatbots? A: Real humans! Our support team includes licensed clinicians and technical experts.

Q: What if I found a bug? A: Please report it to support@theryo.ai with steps to reproduce. We appreciate bug reports and often provide credits for helpful reports.

Q: Is there a community forum? A: Yes! community.theryo.com - Share experiences, ask questions, get tips from other users.

Last updated: February 12, 2026 Was this helpful? Yes | No

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