Troubleshooting Common Issues

Having trouble with Well Kept? Here are solutions to common issues.


Login and Account Issues

Problem: Can't log in / Forgot password

  • Click the "Forgot Password" link on the login screen.

  • Enter your registered email address.

  • Check your email for the reset link (be sure to check the spam folder).

  • Create a new password and try logging in again.

Problem: Not receiving verification email

  • Check your spam or junk folder.

  • Add support@wellkeptapp.com to your safe senders list.

  • Wait 5-10 minutes for the email to be delivered.

  • Request a new verification email if it does not arrive.

Problem: Account locked

  • After multiple failed login attempts, accounts are temporarily locked for security.

  • Wait 15 minutes and try again.

  • Contact support if the issue persists.


Household and Invitation Issues

Problem: Household invitation not working

  • Verify that the email address is correct.

  • Check that the invitee has created a Well Kept account first.

  • Invitations expire after 7 days, so you may need to send a new one.

  • Ensure you have not reached member limits (2 on the Free plan).

Problem: Can't leave household

  • Settle outstanding expense balances first.

  • Contact the household admin to remove you.

  • You must be a member of at least one household.


Expense and Balance Issues

Problem: Balances don't look right

  • Check that all expenses are recorded correctly.

  • Verify that split amounts add up to the total.

  • Look for duplicate entries in the list.

  • Refresh the page to sync the latest data.

Problem: Can't settle an expense

  • Ensure you have permission (either paid by you or owed to you).

  • Check for missing payment information.

  • Try refreshing the page and attempting the action again.


File Upload Issues

Problem: Receipt won't upload

  • Check the file size to ensure it is under the max of 10MB per file.

  • Verify the file format is supported (PDF, JPG, PNG, HEIC).

  • Check that your storage limit hasn't been reached.

  • Try using a different browser or device.

Problem: Image appears rotated

  • Some devices save photos with rotation metadata.

  • Use an image editor to rotate the image before uploading.

  • Alternatively, rotate the image after upload using the built-in viewer.


Notification Issues

Problem: Not receiving email notifications

  • Check notification settings in Settings > Notifications.

  • Verify your email address is correct.

  • Check spam and junk folders.

  • Add notifications@wellkeptapp.com to your safe senders list.

  • Ensure you are opted into specific notification types.

Integration Issues

Problem: Google Calendar not syncing (Premium)

  • Disconnect and reconnect your Google account.

  • Check calendar permissions in Google settings.

  • Verify you selected the correct calendar.

  • Wait up to 15 minutes for the initial sync to occur.

  • Check the internet connection on both devices.

Problem: Venmo integration not working (Premium)

  • Ensure the Venmo app is installed on your device.

  • Verify household members have Venmo usernames added.

  • Update the Venmo app to the latest version.

  • Check that the Venmo account is active.


Mobile App Issues (iOS)

Problem: App crashes or won't load

  • Force close and restart the app.

  • Check for app updates in the App Store.

  • Restart your device.

  • Reinstall the app, noting that data is saved in the cloud.

Problem: Subscription not activating (iOS)

  • Allow 5-10 minutes for Apple to confirm the purchase.

  • Log out and log back in.

  • Restore purchases in Settings > Subscription.

  • Contact support with your receipt number if needed.


Performance Issues

Problem: App is slow or unresponsive

  • Clear browser cache and cookies.

  • Close unnecessary browser tabs.

  • Check your internet connection speed.

  • Try a different browser such as Chrome, Safari, or Firefox.

  • Disable browser extensions that might interfere.


Getting Additional Help

If you're still experiencing issues:

Email Support:

  • Send details to support@wellkeptapp.com.

  • Include your account email and a description of the issue.

  • Screenshots are helpful for diagnosis.

Submit a Support Request:

  • Use the contact form on our Support page.

  • Fill in all required fields.

  • Describe the issue in detail.

  • Include steps to reproduce the issue if possible.

Priority Support (Premium Users):

  • Premium subscribers receive faster response times.

  • Email tickets are prioritized in the queue.

  • The average response time is 24 hours.

What to Include in Support Requests:

  • Your account email address.

  • Device and browser information.

  • A detailed description of the issue.

  • Steps to reproduce the problem.

  • Screenshots or error messages.

  • A description of what you expected to happen.

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