When Something Breaks

When technology decides to be difficult. No computer science degree required.

The tag won't read

This is the most common problem and usually the easiest to fix. In order:

1. Check NFC is enabled on your phone.
2. Take the case off. Some cases block NFC.
3. Hold the die against the upper back of the phone, not the screen.
4. Hold it still for a second or two. Don't tap and pull away.
5. On an older iPhone, try moving it around — antenna placement varies.

It used to work and now it doesn't. Try the above first. Then work out whether it's one die or all of them. One die means that tag may be damaged — it happens, especially if the die has been on adventures. All of them means the problem is the phone or the app, not the dice.

Can I damage the chip? They're resilient but not indestructible. Extreme heat, strong magnets, microwaves (please don't) and serious physical trauma will do it. Normal rolling, dropping, and the occasional rage-induced table slam are fine.

Rolls aren't showing up on the web

Rolls go from the app to our servers and then to the web. If there's a lag:

• Check the phone's connection.
• Pull down to refresh in the app.
• Refresh the web page.
• Wait a few minutes. Sometimes the internet is just slow.

If they're in the app but not on the web after several minutes, log out and back in on both.

"Connection Error" means the app can't reach us. Check your internet first. If we're down — it happens to everyone — you can still roll offline and it'll sync when we're back.

The app keeps crashing

In order:

1. Force close it and reopen.
2. Restart the phone. The IT classic.
3. Check for an update.
4. Delete and reinstall. Your data is in the cloud, not on the handset.

If it still crashes, tell us your phone model and OS version. We'll look into it — we hate bugs more than you do.

Found a bug? First, thank you for not just silently judging us. Report it through the contact page with as much detail as you can bear to type: what you were doing, what happened, what you expected instead, and your device. Screenshots help enormously.

Can't log in

Double-check the email and password. Yes, really — typos happen to everyone. If you've forgotten the password, use the reset link. If you're certain the credentials are right and it still won't let you in:

• Clear the app cache by deleting and reinstalling.
• Check Caps Lock.
• Try a different sign-in method if you've linked more than one.

My account seems to be gone. Accounts don't just disappear. Nine times in ten you're logged into a different one than you think, which is especially easy if you have several email addresses. Contact us and we'll track it down.

Still stuck

Reach out through the contact page with as much detail as possible. We're a small team, but we read every message.