Question 1

Sync does not work between devices

Accepted Answer

Shortcuts appear on one device but not on another, sync shows an error, or changes never arrive in the other browser. Open Text Zen Settings and click the sync icon, then wait 5 to 10 seconds If two shortcuts conflict, rename or delete the duplicate and run sync again If one device behaves incorrectly but others are fine, export a backup, import an empty file with Remove all existing shortcuts, then sync again to re-download cloud data Overlapping shortcuts can break sync. Examples: /hello and /hello, or /addr and /address. Resetting local shortcuts this way does not delete cloud data. If sync works at home but not on office or school Wi‑Fi, a firewall may be blocking API traffic — see URLs for your administrator.

Question 2

Sync shows error: duplicate key value violates unique constraint

Accepted Answer

Local and cloud versions contain conflicting shortcuts. Export shortcuts as a backup Download the import template and remove all rows Import the empty file and select Remove all existing shortcuts Run sync again

Question 3

Login spins forever

Accepted Answer

The login window loads forever, your email appears but login does not complete, or sync stays unavailable. Turn VPN off and try login again If it still fails, turn VPN on and retry Restart the browser Try a different network, for example a mobile hotspot If login only fails on work or school Wi‑Fi, ask your IT team to whitelist the URLs in Work or school network blocks login or sync

Question 4

Work or school network blocks login or sync

Accepted Answer

A managed network may block domains the extension uses for sign-in, subscription checks, and cloud sync. Ask your administrator to allow (whitelist) the following URLs or patterns: https://lzwpeqspzojsqyagpzzy.supabase.co https://*.textzen.app/* https://onlineapp.pro/* https://appbox.space/*

Question 5

Subscription purchased but app still shows Free plan

Accepted Answer

You have paid, but premium status or plan limits do not update inside the extension. Open the Account menu Click Refresh subscription When the paywall window opens, scroll down Click Refresh subscription again If you are asked to sign in inside the paywall, complete that step — authentication is sometimes required before the plan can refresh Wait a few seconds for status to update If refresh only hangs on work or school Wi‑Fi, a firewall may be blocking payment or license checks — see URLs for your administrator.

Question 6

Extension shows 'corrupted' and all shortcuts disappeared

Accepted Answer

Browser repair or extension recovery removed local extension storage. If Sync was enabled, check another device and let sync restore data If Sync was not enabled, check browser profile backups or OS backups such as Time Machine or Windows Backup Export backups regularly and keep Sync enabled to prevent permanent loss If Sync was not enabled, data usually cannot be recovered from the affected browser profile.

Question 7

Shortcuts paste twice

Accepted Answer

Text expands twice because of duplicates, page-specific behavior, or another extension conflict. If the issue happens only on one website, send the site URL to support.

Question 8

Cannot enable sync

Accepted Answer

The Enable Sync button does nothing or shows an error. If the problem persists, collect logs and send them to support

Question 9

Changes do not sync between Chrome and Brave

Accepted Answer

Cross-browser sync works only if both browsers use the same account and have sync enabled. If data still does not sync, open the cloud status popup and check for an error there

Question 10

How to enable logs

Accepted Answer

Turn on Debug logging in App Settings so detailed messages appear in the browser console for troubleshooting. Open the extension options page (the main shortcuts and settings UI) In the top header, click Settings (the gear icon). That opens the App Settings modal In that modal, open Advanced Settings Turn on Debug logging (the switch next to that label). The tooltip explains it is for detailed console logs when troubleshooting After you reproduce the problem, save the console output and send it to support.

Question 11

How to export shortcuts backup

Accepted Answer

Use export regularly so you always have an offline copy of your shortcuts. Open Settings Click Export Save the file Recommended: export a backup once per month.

Question 12

How to import shortcuts

Accepted Answer

Import lets you merge a file into existing shortcuts or replace everything. Open Settings Click Import Select your file Choose Merge or Replace all

Question 13

How to send logs to support

Accepted Answer

Collect console logs after reproducing the problem so support can inspect the failure. Open Settings Press F12 Open the Console tab Reproduce the issue Right click inside the console and choose Save as... Send the saved file to support

Question 14

How to send HAR file

Accepted Answer

A HAR file helps diagnose failed network requests during login or sync. Open Settings Press F12 Open the Network tab Enable Preserve log Reproduce the issue Right click inside the requests list Choose Save all as HAR with content Send the HAR to support

Question 15

Sync stuck with many pending changes

Accepted Answer

Large sync queues may need a short wait or another manual sync attempt. Wait 10 to 30 seconds If sync is still stuck, run manual sync again Check that your internet connection is stable If the connection is fine but requests still fail on a managed network, an administrator may need to allow listed endpoints — see network whitelist.

Question 16

How to contact support

Accepted Answer

Send a concise report with enough context to reproduce the issue quickly. Email support@textzen.app Include a screenshot Include browser name and full version (from About or Help in the browser) Include device OS If the issue happens on specific sites, list those URLs; if it happens everywhere, say so Describe the exact steps Attach logs when you can — what to save and how to send it

Text Zen FAQ / Troubleshooting Guide

Find your issue fast

Sync

Login & Subscription

Shortcuts

Import & Backup

Logs & Support

Text Zen FAQ / Troubleshooting Guide

Find your issue fast

Sync

Sync does not work between devicesSyncShortcuts appear on one device but not on another, sync shows an error, or changes never arrive in the other browser.

Sync shows error: duplicate key value violates unique constraintSyncLocal and cloud versions contain conflicting shortcuts.

Cannot enable syncSyncThe Enable Sync button does nothing or shows an error.

Changes do not sync between Chrome and BraveSyncCross-browser sync works only if both browsers use the same account and have sync enabled.

Sync stuck with many pending changesSyncLarge sync queues may need a short wait or another manual sync attempt.

Login & Subscription

Login spins foreverLogin & SubscriptionThe login window loads forever, your email appears but login does not complete, or sync stays unavailable.

Work or school network blocks login or syncLogin & SubscriptionA managed network may block domains the extension uses for sign-in, subscription checks, and cloud sync.

Subscription purchased but app still shows Free planLogin & SubscriptionYou have paid, but premium status or plan limits do not update inside the extension.

Shortcuts

Extension shows 'corrupted' and all shortcuts disappearedShortcutsBrowser repair or extension recovery removed local extension storage.

Shortcuts paste twiceShortcutsText expands twice because of duplicates, page-specific behavior, or another extension conflict.

Import & Backup

How to export shortcuts backupImport & BackupUse export regularly so you always have an offline copy of your shortcuts.

How to import shortcutsImport & BackupImport lets you merge a file into existing shortcuts or replace everything.

Logs & Support

How to enable logsLogs & SupportTurn on Debug logging in App Settings so detailed messages appear in the browser console for troubleshooting.

How to send logs to supportLogs & SupportCollect console logs after reproducing the problem so support can inspect the failure.

How to send HAR fileLogs & SupportA HAR file helps diagnose failed network requests during login or sync.

How to contact supportLogs & SupportSend a concise report with enough context to reproduce the issue quickly.