# Troubleshooting

## I can’t sign in

1. Make sure you are using the right recovery phrase or the right passcode.
2. If the app shows **Unlock your authenticator**, use the passcode for the account saved on this device.
3. If you are restoring an account, make sure the recovery phrase is complete.
4. Close and reopen the app, then try again.

## My claim did not work

1. Tap **Try Again** if the app offers it.
2. Check your internet connection.
3. Make sure you approved the claim on the account you meant to use.
4. Tap the physical item again if the app says the claim expired.

## I already claimed this item

If the app shows **Already Claimed**, that item has already been added to a Lollipop account. It cannot be claimed again through the same flow.

## My reward or points are not showing

1. Open the home screen and check the **LOLLIPOP POINTS** card.
2. Open the claim again only if the app did not finish the first time.
3. Remember that not every item includes points.
4. Close and reopen the app if the balance does not refresh right away.

## I tapped a product but nothing happened

1. Unlock your iPhone and try the tap again.
2. Make sure the product, card, or tag is Lollipop-enabled.
3. Open the app first, then retry the tap.
4. Move the iPhone slightly and try again if the first tap did not register.

## The app did not open after tapping

1. Unlock your iPhone first.
2. Try the tap again.
3. Open the Lollipop app manually and try again.
4. If the tap still does not open a claim, the link may be unavailable or the item may not be responding.

## I do not see my collection item

1. Make sure the claim finished successfully.
2. Tap **View Item** on the claim success screen when available.
3. Reopen the app and check the home collection again.
4. Confirm that you are on the correct account.

## I changed my profile but it did not update

1. Make sure you tapped **Publish Changes**.
2. Approve **Approve Profile Update** if it appears.
3. Wait for any image upload to finish.
4. Use **Preview Profile** to check what is currently live.

> Tip: If something does not update right away, close and reopen the app.

## I’m on the wrong account

1. Open **Profile**.
2. Tap **Log Out**.
3. Return to the welcome screen.
4. Recover the correct account with **I already have an account**, or unlock the correct saved account if it is already on this device.


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