Troubleshooting Common Issues

Having trouble with PlantKeeper? This guide provides quick solutions to the most common problems and technical issues.

🎯 What You'll Learn

• Universal quick fixes that solve most issues
• Solutions for account and login problems
• Fixing notification and reminder issues
• Troubleshooting photos, data sync, and performance
• When and how to contact support

⚡ Quick Fixes (Try These First!)

Before diving into specific issues, try these universal solutions - they fix 60-70% of all problems!

1. Refresh the Page ⭐

Fixes 60% of issues instantly:

• Press F5 or Ctrl+R (Windows/Linux)
• Press Cmd+R (Mac)
• Or click the refresh/reload button in browser

Why it works: Reloads JavaScript, clears temporary glitches, fetches latest data.

2. Clear Browser Cache

Fixes loading and display issues:

Chrome/Edge:

1. Press Ctrl+Shift+Delete
2. Select "Cached images and files"
3. Choose "All time"
4. Click "Clear data"

Firefox:

1. Press Ctrl+Shift+Delete
2. Check "Cache"
3. Click "Clear Now"

Safari:

1. Safari → Preferences → Advanced
2. Enable "Show Develop menu"
3. Develop → Empty Caches

3. Check Internet Connection

Many issues are connectivity problems:

• ✅ Open another website to verify connection
• ✅ Restart your router if connection is unstable
• ✅ Try mobile data if WiFi fails (or vice versa)
• ✅ Check PlantKeeper status: status.plantkeeper.com

4. Try Different Browser

Rules out browser-specific issues:

• Chrome → Try Firefox or Edge
• Safari → Try Chrome
• Mobile browser → Try desktop
• Incognito/Private mode → Rules out extensions

5. Log Out and Back In

Refreshes authentication and syncs data:

1. Click profile menu → "Log Out"
2. Log back in with your credentials
3. Check if issue persists

📚 Complete Troubleshooting Guide

Account and Login Issues

Problem: Can't Log In

"Invalid email or password" error:

Solutions:

1. ✅ Check email spelling - Typos are common
2. ✅ Try password reset - Click "Forgot Password" on login page
3. ✅ Check caps lock - Passwords are case-sensitive
4. ✅ Copy/paste carefully - Avoid extra spaces (trim ends)
5. ✅ Clear autofill - Cached password may be outdated

"Account not found" error:

• Verify correct email address (try all your email accounts)
• May have used social login (Google, Apple) instead
• Check if you created account or just browsed
• Contact support with proof of ownership

"Too many login attempts":

• Wait 15 minutes (automatic unlock)
• Or use password reset link to unlock immediately
• Avoid repeated incorrect attempts

Problem: Forgot Password

Reset Your Password:

1. Click "Forgot Password?" on login page
2. Enter your email address
3. Check email inbox (and spam folder!)
4. Click reset link (valid for 1 hour)
5. Create strong new password
6. Log in with new password

Didn't receive email?:

• ✅ Check spam/junk/promotions folder
• ✅ Wait 5-10 minutes (email can be delayed)
• ✅ Verify email address spelling
• ✅ Add noreply@plantkeeper.com to contacts
• ✅ Request new reset link (check cooldown timer)

Problem: Account Locked

"Your account has been locked" message:

Reasons for Lock:

• Too many failed login attempts (security feature)
• Suspicious activity detected (login from unusual location)
• Payment issue (Pro accounts with failed billing)

Solutions:

1. Wait 30 minutes (auto-unlock for login attempts)
2. Use password reset to unlock immediately
3. Update payment method (if billing issue)
4. Contact support if suspicious activity (verify identity)

Reminders and Notifications

Problem: Not Receiving Notifications

Check PlantKeeper Settings:

1. Go to Settings → Notifications
2. Verify "Enable Notifications" toggle is ON
3. Check specific reminder types are enabled:
   • ✅ Watering reminders
   • ✅ Fertilizing reminders
   • ✅ Health alerts
4. Verify Quiet Hours aren't active (check schedule)

Check Device Permissions:

Desktop (Chrome/Edge):

1. Browser Settings → Privacy and security → Site settings → Notifications
2. Find PlantKeeper in list
3. Ensure set to "Allow" (not "Block" or "Ask")
4. Or click lock icon in address bar → Notifications → Allow

Desktop (Firefox):

1. Click lock icon in address bar
2. Click "More Information" → Permissions
3. Find "Receive Notifications"
4. Select "Allow"

Mobile (iOS):

1. Settings → Notifications → [Browser Name] or PlantKeeper
2. Enable "Allow Notifications"
3. Choose alert style (Banners, Alerts)
4. Enable sounds and badges

Mobile (Android):

1. Settings → Apps → [Browser Name] or PlantKeeper
2. Notifications → Enable "Show notifications"
3. Set importance level to "High" or "Urgent"
4. Enable sound and vibration

Problem: Notifications Coming Late

Delayed Notifications Causes:

• Device in low-power/battery saver mode
• App/browser closed for too long (mobile)
• Poor internet connection
• Timezone misconfigured

Solutions:

1. Check timezone - Settings → Preferences → Timezone (should match your location)
2. Keep app active - Open at least once daily (mobile)
3. Disable battery optimization (Android):
   • Settings → Battery → Battery Optimization → PlantKeeper → Don't Optimize
4. Allow background refresh (iOS):
   • Settings → General → Background App Refresh → Enable
5. Restart device - Fixes system-level notification issues

Problem: Too Many Notifications

Overwhelmed by Alerts?

Solutions:

1. Reduce reminder frequency - Edit reminders to weekly instead of daily
2. Switch to daily digest - Settings → Notifications → Email → Daily Digest (one email per day)
3. Disable non-essential types:
   • Keep: Care reminders, health alerts
   • Disable: Growth milestones, community notifications
4. Use Quiet Hours - Settings → Notifications → Quiet Hours (silence during sleep/work)
5. Snooze individual reminders - Instead of completing, snooze for later

Problem: Reminder Not Scheduling

"Reminder saved but not appearing":

Check These:

1. ✅ Start date in future? - Past dates won't schedule
2. ✅ Reminder not paused? - Paused reminders don't notify
3. ✅ Filters active? - Clear filters in reminder list
4. ✅ Plant not archived? - Archived plants hide reminders
5. ✅ Frequency set correctly? - Verify interval (days/weeks)

Solutions:

• Edit reminder and verify all settings (start date, frequency, time)
• Delete and recreate if still not working
• Ensure plant status is active (not archived)
• Clear all filters in reminder view

Photos and Images

Problem: Photos Won't Upload

"Upload failed" or "Error uploading photo" message:

Check File Requirements:

• ✅ File size - Maximum 10 MB per photo
• ✅ File format - JPG, PNG, WebP supported (not GIF, TIFF, RAW)
• ✅ File name - Remove special characters (#$%&* etc.)
• ✅ File not corrupted - Try opening in photo viewer first

Check Connection:

• ✅ Stable internet required for uploads
• ✅ WiFi preferred over mobile data (faster, more reliable)
• ✅ Check upload speed (run speed test)

Solutions:

1. Compress photo - Use online tool (tinypng.com, compressor.io) or photo app
2. Convert format - Save as JPG (usually smallest)
3. Rename file - Simple name (e.g., plant-2024-10-24.jpg)
4. Try different device - Mobile → desktop or vice versa
5. Upload one at a time - Bulk uploads more prone to failure

Problem: Photos Loading Slowly

Images taking forever to appear:

Temporary Causes:

• Slow internet connection (check speed)
• Server busy (rare, usually brief)
• Large file sizes (original resolution)

Solutions:

1. Wait patiently - Large photos (5-10 MB) take 30-60 seconds
2. Use WiFi - Faster than mobile data
3. Compress future uploads - Smaller files = faster loading
4. Clear cache - Settings → Advanced → Clear Cache
5. Try mobile data - If WiFi is very slow

Problem: Photos Look Wrong

Rotated/Flipped Photos:

Cause: Orientation metadata not preserved during upload

Solutions:

1. Rotate in PlantKeeper - Photo view → Edit → Rotate tool
2. Rotate before upload - In phone gallery or photo editor
3. Upload from different source - Try desktop if mobile failed (or vice versa)
4. Re-upload - Sometimes second attempt works

Blurry Photos:

Cause: Upload compression or focus issues

Solutions:

1. Upload higher quality original - Don't use already-compressed versions
2. Take photo in good lighting - Less grain = better compression
3. Hold camera steady - Sharp photos compress better
4. Clean camera lens - Removes blur from smudges

Problem: Can't Delete Photos

"Failed to delete photo" error:

Solutions:

1. Refresh page and try again
2. Check if photo used in diary entries - Remove from entries first
3. Verify permissions - Must own the plant
4. Try from different device - Desktop vs mobile
5. Contact support if persists (may be permissions issue)

Data and Syncing Issues

Problem: Data Not Syncing

Changes not appearing on other devices:

Check:

• ✅ Logged into same account on both devices?
• ✅ Internet connection active on both?
• ✅ Changes recent (within last 5 minutes)?

Solutions:

1. Pull to refresh (mobile) or refresh page (desktop) - Force sync
2. Log out and back in on affected device
3. Check internet on both devices (run speed test)
4. Wait a few minutes - Sync can be delayed (usually < 30 seconds)
5. Clear app cache (mobile) - Settings → Apps → PlantKeeper → Clear Cache

Problem: Lost Data

"My plants/entries disappeared!"

Don't Panic! Data rarely truly lost. Check these first:

Check Filters and Views:

1. ✅ Filters active? - Clear all filters (reset button)
2. ✅ Archived plants? - Check Archived section in sidebar
3. ✅ Deleted recently? - Check Trash / Recently Deleted (if available)
4. ✅ Wrong account? - Logged into correct email?
5. ✅ Team vs personal? - Switch workspace/account

If Still Missing:

1. Log out and back in (refreshes sync)
2. Check on different device (may be device-specific issue)
3. Contact support immediately - May be recoverable from backup

Problem: Duplicate Entries

"Same diary entry appearing twice" or "Duplicate plants":

Causes:

• Slow connection caused double-submit (clicked twice)
• Syncing from multiple devices simultaneously
• Reminder completed multiple times

Solutions:

1. Delete duplicates - Keep most accurate one, delete others
2. Check timestamps - Keep the correct timestamp entry
3. Merge if possible - Combine information if both have unique data
4. Prevent future: Wait for save confirmation before clicking again

Plant Doctor Issues

Problem: Plant Doctor Not Responding

Chat won't load or won't respond to messages:

Check:

• ✅ Internet connection stable?
• ✅ Any error messages displayed?
• ✅ Browser up to date?

Solutions:

1. Refresh page - F5 or reload button
2. Clear cache - Old JavaScript causing issues
3. Try different browser - Chrome recommended
4. Check PlantKeeper status - status.plantkeeper.com
5. Try again in a few minutes - Temporary server issue

Problem: Photo Won't Upload to Plant Doctor

"Failed to process image" or upload stuck:

Check Image Requirements:

• ✅ File size under 10 MB
• ✅ Format: JPG, PNG, WebP (not GIF, PDF, HEIC)
• ✅ Image not corrupted (can you open it?)
• ✅ Not a screenshot of screenshot (use original)

Solutions:

1. Compress image - Use smaller file (2-3 MB ideal)
2. Take new photo - Better lighting, closer focus
3. Crop to plant only - Remove background, focus on issue
4. Try different photo - Sometimes specific images cause issues
5. Use mobile camera - Often better than desktop webcam

Problem: Plant Doctor Gives Wrong/Unhelpful Answer

"That advice doesn't seem right for my plant":

Remember:

• Plant Doctor is AI, not perfect (85-90% accuracy)
• General advice may not fit unique situations
• Complex problems need professional consultation

Get Better Answers:

1. Provide more details - Describe watering schedule, light, recent changes
2. Upload better photos - Clear, well-lit, multiple angles
3. Ask specific questions - "Why are leaves yellow?" vs "What's wrong?"
4. Start new conversation - Fresh context if previous went off-track
5. Verify with research - Cross-check advice with plant care guides

When to Seek Professional Help:

• Rapid plant decline despite following advice
• Suspected pest infestation (needs specific treatment)
• Valuable/rare plant (don't risk it)
• Multiple treatments failed

Problem: Conversation Not Saving

"My chat with Plant Doctor disappeared":

Check:

• ✅ Are you looking in the right conversation? (check sidebar list)
• ✅ Was it a new conversation? (only saves after first message sent)
• ✅ Did you complete the conversation? (drafts may not save)

Solutions:

1. Look in conversation list - Click sidebar to see all
2. Check if you sent first message - Conversations only save after sending
3. Start new conversation - Previous may not have saved properly
4. Report to support if conversations frequently not saving

Performance Issues

Problem: App Running Slow

PlantKeeper feels sluggish, pages load slowly:

Quick Fixes:

1. Close other browser tabs - Free up memory (RAM)
2. Restart browser - Fresh start
3. Clear cache - Remove old temporary files
4. Update browser - Use latest version
5. Restart device - System-wide refresh

Check These:

• ✅ How many plants? (100+ can slow down, use compact view)
• ✅ How many photos? (1000s impact performance, compress or delete old)
• ✅ Device age? (older devices naturally slower)
• ✅ Available storage? (low disk space affects performance)
• ✅ Browser extensions? (adblockers can interfere)

Long-term Solutions:

1. Archive old plants - Reduce active data
2. Delete unused photos - Free up storage
3. Use compact view - Settings → Display → Compact Mode
4. Disable animations - Settings → Display → Disable Animations
5. Upgrade device if very old (5+ years)

Problem: Page Won't Load

Stuck on loading screen or blank page:

Try These:

1. Wait 30 seconds - May just be slow connection
2. Refresh page - Ctrl+R or F5
3. Clear cache - Old data causing conflicts
4. Try incognito mode - Rules out extensions/cache
5. Try different browser - Chrome recommended

If Persists:

• Check PlantKeeper status page (service outage?)
• Try mobile data instead of WiFi (or vice versa)
• Contact support with screenshot/screen recording

Problem: Features Not Working

"Button does nothing" or "Form won't submit":

Solutions:

1. Refresh page - Reload JavaScript
2. Disable browser extensions - Adblockers can interfere (try incognito)
3. Update browser - Old browsers may not support modern features
4. Check JavaScript enabled - Usually on by default
5. Try different browser - Chrome/Firefox/Edge recommended

💡 Tips & Tricks

Preventive Maintenance:

• Clear cache monthly (Settings → Advanced → Clear Cache)
• Export data regularly (monthly backup)
• Keep browser updated (auto-update enabled)
• Use stable internet for uploads (WiFi preferred)
• Restart device weekly (fresh start)

Best Practices:

• Save work frequently (auto-save every 5 seconds)
• Avoid browser "back" button (use in-app navigation)
• Don't close browser tab during uploads
• Verify changes saved before closing app
• Use recommended browsers (Chrome, Firefox, Safari latest)

Troubleshooting Mindset:

• Start with simplest solution (refresh page)
• Try one solution at a time (identify what works)
• Document what you tried (helps support)
• Be patient (some fixes take time)
• Ask for help if stuck (support@plantkeeper.com)

❓ Common Questions

How do I know if PlantKeeper is down?

Check status.plantkeeper.com for service status. If status is "All Systems Operational" but you're having issues, it's likely local (your device/connection).

Why do some fixes require cache clearing?

Browsers cache (store) files to load pages faster. Sometimes old files cause conflicts with new updates. Clearing cache forces browser to download fresh files.

What information should I include when contacting support?

Include: (1) Clear description of problem, (2) Steps to reproduce, (3) Screenshots, (4) Browser/device info, (5) When it started, (6) What you've tried.

Can I get a refund if technical issues prevent use?

Yes! Contact support with details of persistent technical issues. We offer prorated refunds for service interruptions and work to resolve issues quickly.

Are there known issues?

Check our Status Page and Changelog for known issues and recent fixes.

🔗 Related Topics

• FAQ - Frequently asked questions
• Contact Support - Get personalized help
• Keyboard Shortcuts - Faster navigation
• Advanced Settings - Debug tools

💡 Pro Tip: Before contacting support, try the "Quick Fixes" at the top of this page. They solve 60-70% of issues in under 2 minutes!