Solution 1:

Update to the latest version of Syntorial via your online account. If that doesn't work…

Solution 2:

1. Log into your online account
2. In the Syntorial section, click "Authorizations"
3. De-Authorize all CPUs and iPads
4. Try authorizing Syntorial again

Solution 3 - Syntorial V2 - Windows

If you successfully log in via the browser, but it fails to return you to the app, or the app fails to complete the login:

⚠️ Please be careful when working in the Windows Registry. Only follow the instructions below and don’t modify anything else

1. Close Syntorial
2. Open the Registry Editor:
   1. Press Windows Key + R to open the Run window.
   2. Type regedit and press Enter.
   3. If prompted by User Account Control, click Yes.
3.  In the Registry Editor:
   1. In the left sidebar, navigate to the following path: HKEY_CURRENT_USER\Software\Classes\syntorial. 
   2. To do this manually:
      1. Expand HKEY_CURRENT_USER
      2. Then Software
      3. Then Classes
      4. Look for a folder named syntorial
4. Delete the Syntorial folder
   1. Right or CTRL click the syntorial folder
   2. Select “Delete”
5. Re-open Syntorial and try again

Solution 4 - Syntorial V1 - iPad

Here are some issues that can sometimes arise when:

1. Copying/pasting your info. Try instead manually typing in your email and password.
2. Using a password helper app. Again try entering your password in manually.
3. Using a connected keyboard. Try instead using the iPad onscreen keyboard.
4. Using the TAB key to switch from the email field to the password field. Try tapping into the password field instead. 
5. Does your password have spaces in it? Reset your password to one without spaces.
6. Make sure your email address is all lowercase.

Solution 5 - Contact Us

If none of the above works, reach out to us via the Contact Us at the top of this page, and include the following:

• Mac/Windows:
  • Open Finder
  • Go into the Documents/Syntorial folder
  • Grab the "log.txt" file
• iPad
  • Open the Files app
  • Select "On My iPad" on the left side of the screen
  • Go into the "Syntorial" or "Syntorial 2" folder (depending on which version you're using)
  • Go into the "Syntorial" folder
  • Grab the "log" file there