Troubleshooting
The things that go wrong, and what to do.
Windows will not run the installer
That is SmartScreen. Choose More info, then Run anyway.
The desktop app will not log in
Use the same email and password as on the website; if your account has no password yet, sign in on the web first and set one in Settings › Security, with the code we email you. If your account is logged in on too many computers at once, log out on one from that computer's Settings, Account, or ask support. If the app says it cannot reach the server, check the Status page.
The code does not arrive
Look in spam, then press Send a new code. Codes expire after ten minutes and work once; the button waits half a minute between sends, and an address can have five new codes an hour. A browser you verified for two-step is not asked again for 30 days. The sender is [email protected].
You signed up but never typed the code
Log in with the same email and password. That puts you back on the code screen and sends a fresh code. Signing up again with the same address works too: it sends a fresh code rather than making a second account.
Forgot your password
Press Forgot password under the password field, or open pocketphantom.com/forgot-password. The link we send is valid for an hour and works once. If your account signs in with Google, there is no password to reset: sign in that way and add one in Settings › Security, where we email you a six-digit code.
The web chat says Sign in
Your session ended or you are in a different browser. Log in again; the message you typed comes back into the box.
Too many messages
Thirty messages in ten minutes is the limit per account. Wait a few minutes.
The toolbar disappeared
Press Ctrl+Shift+A, or Ctrl+Shift+Space for the chat. If nothing appears, the app may not be running: start it from the Start menu. Ctrl+Alt+. hides everything; the same keys bring it back.
A key does not fire
Another program probably owns it, or a full-screen game is in front. See Shortcuts.
The app is missing from screenshots and screen sharing
On purpose: screen privacy is on by default. Press F8 to show it in captures, or change it in Settings, Display.
It says it cannot access a folder
It has not been granted. Say yes when it asks, or add the folder in Settings, Tools.
Voice does not work
Desktop: pick the right microphone in Settings and hold the key while speaking. Web: use Chrome or Edge and allow the microphone when the browser asks.
A scheduled task failed
Its chat says why: the AI was busy, or something went wrong on our side. Press Run now on the Scheduled page to try again; a recurring task also tries again at its next time.
Something is down
The Status page shows live incidents and 90 days of uptime. If it is green and you are still stuck, open a ticket.
Something missing or wrong? Tell us.