> ## Documentation Index
> Fetch the complete documentation index at: https://docs.highailabs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Login & Authentication Issues

> Help with sign-in problems, Apple/Google authentication errors, and account access issues.

If you are having trouble signing into High IQ, this guide covers the most common causes and how to resolve them.

## Common Causes

<AccordionGroup>
  <Accordion title="Apple Sign-In not working">
    **Symptoms:** Tapping "Continue with Apple" does nothing, shows a blank screen, or returns an error like "Sign in failed" or "Authorization error."

    **Solution:**

    <Steps>
      <Step title="Check your Apple ID">
        Make sure you are signed into your Apple ID on your device. Go to **Settings > \[Your Name]** and verify you are logged in.
      </Step>

      <Step title="Verify Face ID / Passcode">
        Apple Sign-In requires device authentication. Ensure Face ID, Touch ID, or your device passcode is set up and working.
      </Step>

      <Step title="Check Apple ID restrictions">
        Go to **Settings > Screen Time > Content & Privacy Restrictions > Account Changes** and make sure it is set to **Allow**.
      </Step>

      <Step title="Restart and retry">
        Force-close High IQ by swiping up from the app switcher, then reopen the app and try signing in again.
      </Step>
    </Steps>

    <Tip>
      If you previously used "Hide My Email" with Apple Sign-In, High IQ will use the same private relay email. You do not need to remember it — Apple handles this automatically.
    </Tip>
  </Accordion>

  <Accordion title="Google Sign-In not working">
    **Symptoms:** Google sign-in popup does not appear, gets stuck loading, or returns a "network error" or "cancelled" message.

    **Solution:**

    <Steps>
      <Step title="Check network connection">
        Google Sign-In requires an active internet connection. Switch between Wi-Fi and cellular data to rule out network issues.
      </Step>

      <Step title="Update Google app">
        If you have the Google app installed, make sure it is up to date. Go to the **App Store > Updates** and update any Google apps.
      </Step>

      <Step title="Clear Safari data">
        Google Sign-In uses Safari for authentication. Go to **Settings > Safari > Clear History and Website Data**, then try again.
      </Step>

      <Step title="Try a different Google account">
        If you have multiple Google accounts, try signing in with a different one to determine if the issue is account-specific.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="'Session expired' or 'Token invalid' errors">
    **Symptoms:** You were previously signed in but now see a message like "Session expired," "Token invalid," or "Please sign in again."

    **Solution:**

    <Steps>
      <Step title="Sign out completely">
        Go to **Settings** (gear icon) in the app, scroll down, and tap **Sign Out**.
      </Step>

      <Step title="Force-close the app">
        Swipe up from the bottom of your screen to open the app switcher. Swipe High IQ up to close it completely.
      </Step>

      <Step title="Reopen and sign in">
        Open High IQ again and sign in with the same Apple or Google account you used originally. Your data will sync back automatically.
      </Step>
    </Steps>

    <Info>
      Authentication sessions expire periodically for security. This is normal behavior and does not mean your data has been lost.
    </Info>
  </Accordion>

  <Accordion title="'Something went wrong' on the sign-in screen">
    **Symptoms:** A generic error message appears when attempting to sign in, with no specific details.

    **Solution:**

    <Steps>
      <Step title="Check for app updates">
        Open the **App Store**, search for "High IQ," and install any available updates. Authentication issues are often fixed in newer versions.
      </Step>

      <Step title="Check iOS version">
        High IQ requires iOS 16 or later. Go to **Settings > General > Software Update** and update your device if needed.
      </Step>

      <Step title="Restart your device">
        A full device restart can clear transient system-level issues that interfere with authentication.
      </Step>

      <Step title="Reinstall the app">
        If nothing else works, delete High IQ and reinstall it from the App Store. Your account data is stored in the cloud and will sync back after you sign in.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Signed in but stuck on a loading screen">
    **Symptoms:** Sign-in appears to succeed (no error) but the app shows a spinner or blank screen and never loads the home screen.

    **Solution:**

    <Steps>
      <Step title="Wait 10-15 seconds">
        On first sign-in, the app sets up your account and syncs initial data. This can take a moment on slower connections.
      </Step>

      <Step title="Check your connection">
        High IQ requires an internet connection to complete account setup. Make sure you have a stable Wi-Fi or cellular connection.
      </Step>

      <Step title="Force-close and reopen">
        If the loading screen persists beyond 30 seconds, force-close the app and reopen it. The setup may complete on the second launch.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Cannot sign in after deleting and reinstalling">
    **Symptoms:** After reinstalling the app, your previous sign-in method does not work or creates a new empty account.

    **Solution:**

    <Steps>
      <Step title="Use the same sign-in method">
        You must use the exact same sign-in provider (Apple or Google) and the same account you originally registered with. Signing in with a different provider creates a separate account.
      </Step>

      <Step title="Check Apple 'Hide My Email'">
        If you used Apple Sign-In with "Hide My Email," Apple will automatically use the same private relay email when you sign in again from the same Apple ID.
      </Step>

      <Step title="Contact support if needed">
        If you believe you are signing in with the correct account but your data is missing, contact support. We can help verify your account.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Authentication Service Status

High IQ uses [Clerk](https://clerk.com) for authentication. In rare cases, Clerk may experience outages that affect sign-in across the app.

<Warning>
  If multiple users report sign-in issues at the same time, the authentication service may be temporarily unavailable. Wait a few minutes and try again.
</Warning>

## Still Having Issues?

<Snippet file="contact-support.mdx" />