When something looks wrong

Help · Updated 18 August 2026

Four problems account for nearly every support email. All four have a fix you can apply yourself in under a minute.

I can't sign in

Use Forgot password on the sign-in screen. The reset link is emailed to your account address and is valid for one hour. If it doesn't arrive within a few minutes, check your spam folder, and check you're using the address you signed up with rather than a similar one. Resetting a password deletes nothing.

If you have two-factor sign-in turned on and have lost your authenticator, use one of the recovery codes you were given when you enabled it. Each code works once.

Something I entered didn't save

Look for the sync dot next to Menu.

• ✓ Synced — the server has it. It's on every device.
• Syncing… — in flight. Give it a moment.
• ⚠ Error — the last write failed. Stay on the page, fix your connection, and tap the item again; it retries automatically.

Closing the tab on a red dot is the one reliable way to lose something. Everything else is recoverable.

A whole day looks wrong or empty

Days are recorded in your device's own timezone. If you travel across timezones mid-week, the days either side of the trip can look shifted.

The fix for any wrong or missing day is the same: on the Daily tab, change Logging for to the day you mean, tick what actually happened, and save. Back-dating is fully supported — you are not stuck with what today happens to say.

The points don't add up

Three things commonly explain a total that looks wrong:

• The day wasn't saved. Ticks live on the Daily tab until you tap Save; only saved days feed the charts and the ladder.
• Rewards were claimed. Claiming a rung spends its points, so the family balance drops on purpose. The Board shows both figures — "128 earned · 30 spent on rewards".
• A seven-day family streak is active. When every child scores on each of seven consecutive days, the family total is multiplied by 1.5. The Board says so when it applies.

A child's tick says "waiting for a grown-up"

That task is marked as needing confirmation. Your child taps it exactly the same way and it stays tapped — the points simply arrive when a grown-up confirms it on the Daily tab that evening. Nothing about it calls anyone a liar, and "not yet" just takes it off tonight's list with no record and no penalty.

The app looks out of date

KinHuddle updates itself in the background and shows a small bar when a new version is ready. If something looks stale, reload the page. Your data lives on the server, not in the tab.