Troubleshooting & FAQ

Answers to the questions that come up most often, plus diagnostic steps when something isn’t working as expected.

This page is still being written. The outline below shows what’s planned — the full content will land in an upcoming Help update.

This section will cover:

• Upgrading from an earlier version (3.0+) — what to expect after upgrading from a pre-3.0 version: migration and reconstruction status messages, the “Sync may be slower than normal…” message, and why not to uninstall during the process. Covered in Upgrading from an earlier version.
• Sync isn’t working — things to check (iCloud signed in, same account on both devices, internet connection, time since change); how long initial sync takes on a new device.
• My cards / decks are missing — Trash folder, sync status, account check.
• I can’t create new cards — the free-tier cap and what to do about it.
• Bulk Import says I need Premium — what’s gated and why.
• Imported cards look wrong — common CSV encoding issues, multi-line cells, missing columns; what Anki features don’t carry over.
• Audio or images aren’t playing / showing — attachment-related troubleshooting.
• Streak reset / didn’t count — how streak boundaries are determined.
• App is slow with a large deck — what to expect at scale; any known limits.
• Restoring Premium on a new device — link to Premium › restoring a purchase.
• Getting in touch — how to send feedback or report a bug from inside the app.

Sub-pages:

• upgrade-and-migration.md — upgrading from a pre-3.0 version, migration/reconstruction status messages, post-upgrade slow sync
• sync-issues.md — sync diagnostics, also linked from Sync & Devices
• import-issues.md (planned) — CSV / Anki import problems