To resolve most issues and get the newest features, make sure you are using the latest version of the app (requires iOS 14.2 or higher, or Android Version 9).
To get the best performance and experience from the CHANI app, we recommend turning on WiFi or cellular data on your mobile device.
You can use a password manager to make logins easier. For more information on managing passwords on your device, Apple users can set up iCloud Keychain and Android users can save, manage & protect your passwords with Google Password Manager.
If you have checked the above, and you are still having trouble, there are a few other reasons why you may be experiencing login issues:
- Error: User Not Found
- A typo in your email address
- App unresponsive/Connectivity Issues/Not Mercury Retrograde alert
- Alert: 'HTTP response [403]'
- Can't access premium content
Error: User Not Found
In most cases that do not involve a typo in the email account address, this issue can be resolved by installing our most recent app update and rebooting your internet modem.
A Typo In Email Address
If you believe there might have been a typo in your email address when you set up your account, you can create a new account with your correct email address. Premium access will automatically transfer over for active subscription holders, since those are linked to your Apple ID or Google Account. However, if you have journal entries associated with your older account you'd like transferred over, please contact us once you have made your new account. We will need your new and old account emails to transfer those over for you. Please allow at least a week for the transfer to complete.
App unresponsive/Connectivity Issues/Not Mercury Retrograde alert
If you experience issues with not being able to click through on any of our buttons (login, sign up, send, confirm, or subscribe), a connectivity issue could be at play. To troubleshoot connectivity, please try these steps:
- Turn your phone off and back on.
- Turn off your VPN if using one.
- Reboot your internet modem.
- Turn on WiFi or cellular data on your mobile device since an internet connection is required.
- Use the latest version of our app (requires iOS 14.2 or higher, or Android Version 9 or higher).
We also recommend updating to the latest iOS or Android Version.
Error 400 or 500
If you get one of these error codes when trying to log in or using your CHANI app account, please reach out to support@chani.com with the email address you use for your CHANI app account so that we can investigate and resolve this error for you.
Can't Access Premium Content
Confirm your Subscription is active with your device’s app store.
iPhone and iPad users can check that their Apple ID payment information and app subscription are valid.
Android users can check that their Google Play payment information and app subscription are valid.
If the app is installed on more than one device, sign out of the apps and delete the CHANI app. Re-install and log back in on a device that is associated with the account your subscription was purchased with. Also, ensure that you are using the same CHANI app account on each device as well as the same Apple ID or Google Account.
If none of these solutions resolve the issue, please don't hesitate to email us directly at info@chani.com or androidsupport@chani.com.