Common Issues & Solutions

Quick fixes for problems you might run into.

Signing in

The password is not accepted

Check for a typo in the email address, and check Caps Lock

Use Forgot password to reset it — the link is on the sign-in page

If you originally signed up with Google or Apple, use that button rather

than a password. An account made that way has no password until you set one

After several failed attempts, sign-in is locked for a while. That is

deliberate, it is temporary, and waiting is the fix — see

Login problems for the exact

periods.

You were signed out

Sessions last up to 30 days, and are refreshed quietly while you keep using

ClapDiet. Being signed out earlier than that usually means one of:

You signed out on this device, or on another one that ended all sessions

You changed your password, which ends every other session on purpose

Cookies are blocked or being cleared by your browser

Signing in again is the whole fix. There is no "stay signed in" setting to

enable — the 30 days apply to everyone.

The page will not load

A blank screen on the web

Refresh the page (Ctrl/Cmd + R)

Try a private or incognito window — this tells you in one step whether an

extension or a stale cache is responsible

If the private window works, clear your cache: see

Clearing cache and data

Try a different browser

Everything is slow

See App performance. The most

common cause is a slow connection rather than the app.

Logging food

A food is not in the database

Try a shorter search — two words beat five

Search the brand name on its own

Search the generic name ("greek yogurt" rather than the product name)

Scan the barcode, in the app, if it is a packaged food

Create it as your own food, which is then yours to reuse

More on searching

The nutrition figures look wrong

First check the portion. Most surprises are a serving-size mismatch rather than

bad data: the database stores per 100 g, and the serving you picked may not be

the one you ate.

If the figures are genuinely wrong for that food, there is no way to flag it

from inside the app yet. What you can do:

Pick a different entry for the same food — the database usually holds

several, from different sources

Create your own food with the correct figures, and use that from now on

Email support@clapdiet.com with the food name so it can be looked at

Lab uploads

The upload failed

Common causes:

The file is larger than the limit the upload page states

The format is not accepted — use a PDF or a photo

The connection dropped part way

Try a smaller or clearer file, on a stable connection.

Lab upload guide

Nothing was extracted from the document

The reader could not make out the values. Usually one of:

The scan is low resolution, skewed, or partly cut off

Only some pages were uploaded

It is a photograph of a screen rather than of the report

Re-upload a clearer copy, or enter the results by hand — manual entry gets you

to exactly the same place.

Data that is not appearing

Check you are signed in to the same account. This is the most common cause

by a distance, and a second account made with a Google sign-in looks

identical from the outside

Pull down to refresh

Check the date you are looking at

There is nothing to wait for: your data is on your account rather than being

copied between devices, so if it is not there after a refresh, it is not a

timing problem. More on this

Notifications

If a reminder is not arriving, check in this order: the switch for that

specific thing, the notification permission in your phone's settings, and your

quiet hours. Note that three switches on that screen do not send anything yet —

Notification settings names them.

Payments

A declined payment is almost always the card rather than ClapDiet: expired,

insufficient funds, blocked by the bank for an unfamiliar merchant, or a

billing address that does not match. Update the card or try another one.

Billing help

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Not here? Contact support