Help center
Troubleshooting Freedom
This troubleshooting guide helps you resolve Freedom sign-in, purchase, syncing and notification problems. Start with the matching checks below and keep the exact error message. Avoid deleting the app while you have unsynced changes or private notes stored on your device.
What should I check first?
Check your internet connection, then reopen the affected screen. Let any save or send finish before repeating it. Note whether one screen or the whole app is affected.
Check the app store for an available Freedom update. Preserve any error text and the time it happened. Reinstalling should not be the first troubleshooting step: locally stored lesson answers, notes and unsynced changes may not be recoverable from your account.
Why is my email code or sign-in button not working?
Check the selected identity
Use the same Apple, Google or email identity you used previously. If My account is available, compare its email with the account you expected. Do not create a replacement account to recover an existing history.
Check the acceptance and address
If sign-in is disabled, read and select the account acceptance checkbox. For email sign-in, check the address shown on the code screen, including spelling and the email domain.
Use the current code
Look in your inbox and spam folder. If the app says the code expired, request a new one and enter that code. If a resend is temporarily unavailable, wait for the screen to allow it rather than repeatedly submitting.
Report the exact failure
If the same step fails again, contact support with the sign-in method, error text and approximate time. Never send a sign-in code, Apple or Google password, or another person’s account details.
Why does Freedom ask me to subscribe after I have paid?
Check the store subscription record first. A completed purchase, an expired subscription and a pending transaction are different states. Use the store account shown on the receipt; your Freedom login email alone does not identify who owns the store purchase.
Confirm the store account
Check the subscription under the Apple or Google account used to buy it. If it is missing, review the receipt and any other store account you used. Apple’s purchase-restoration guidance also requires the same Apple Account used for the purchase.
Restore with the expected app account
Open Freedom with your existing account, then My account and Restore purchases. Keep the connection available while restoration completes. Record any error instead of starting another purchase.
Escalate an ownership conflict
If the app says the purchase belongs to another account, or restoration still finds nothing despite an active store subscription, contact support. Include the store, purchase date, app account email and exact message. Support may need the store receipt or order reference to investigate.
Sources & further reading [1]
Why is a day missing or a change not syncing?
Open Progress and the calendar on the device where you made the entry. Select the date and check the saved choice and last-drink time. The message “Changes saved on this device. Waiting to sync.” means the change is still local. Use Retry sync after restoring your connection.
If another phone shows an older record, first check that both phones use the same Freedom account. Complete synchronization on the original phone before editing the same day elsewhere. Keep the original device and its data until the record is confirmed.
For an incorrect counter, check the latest day marked I had alcohol and its time. Correct the actual record rather than adding a false drinking day to force a particular number. If the date you need is outside the available calendar, send support the intended starting date and the value currently shown.
Why do my savings or currency look wrong?
Open the savings view in Progress and choose Edit drinks. Check quantities against your usual drinking pattern. Then inspect any relevant calendar entries: an unknown spending amount should be blank, while zero records no spending.
Compare like with like. A projection assumes no future alcohol spending; recorded history depends on the available records. Check your account country before comparing currency or reference prices. If the amount still seems wrong, send the screen name, displayed currency and the inputs needed to reproduce it. A screenshot can help, with unrelated private information hidden.
Why is my daily reminder not arriving?
Check the reminder in Freedom
Open My account, then Daily reminder. Review the saved time and save the setting you want. The reminder form describes delivery starting tomorrow, so saving a time does not send an immediate notification.
Check the phone’s permission
Open your phone’s notification settings for Freedom and check whether notifications are allowed. Also check whether a Focus or Do Not Disturb setting is silencing them. Phone menu names vary.
Record what happened
If delivery is still missing, send support the intended reminder time, your time zone, phone operating system and whether other Freedom notifications arrive. Do not change your daily record just to test a notification.
Why is a mentor message or reply missing?
Reopen Chat with a mentor in Support and check the conversation before sending the same message again. If the terms require acceptance, read and agree before sending. For a voice message, check microphone permission if recording cannot start, and review the recording before submission.
A message appearing in the conversation does not guarantee an immediate reply. Human responses depend on availability. If sending fails, note whether text, voice or both are affected and contact technical support. You do not need to include the personal content of your conversation to report a sending problem.
What should I send to technical support?
Use Contact us in My account, or the website contact form if you cannot sign in. Describe what you tried, what you expected and what happened instead. Include the affected screen, exact error, approximate date and time, phone operating system and app version if known.
For an account or purchase issue, include your Freedom account email and sign-in method. Keep payment-card details and login codes out of the message. Hide unrelated personal records in screenshots.
Quick answers when something goes wrong
Should I reinstall Freedom to fix a problem?
Do not start by reinstalling. Lesson answers, notes and unsynced changes may be stored only on your device. Check your connection, reopen the affected screen and look for an app update first. Contact support if the problem continues.
Should I buy another subscription if restoration fails?
Check the subscription in the store account that paid for it, then use Restore purchases in Freedom. If an active purchase is still missing or the app reports an ownership conflict, contact support with the exact message before making another purchase.
What does “Waiting to sync” mean?
The change has been saved on the current device but has not yet synchronized with the service. Restore your connection and use Retry sync. Keep the original device and confirm synchronization before editing the same record on another phone.
Sources & further reading
- If you can’t find or use your Apple In-App PurchasesApple Support · Checked