Troubleshooting & FAQ

Most problems are fixed in a minute. If yours is not here, write to support@plaazaa.com — tell us the part name (see UI names (glossary)), what you clicked and what you saw.

I can’t sign in

• Click Sign in with IDUnify again — the IDUnify page opens in the same tab and brings you back.
• Allow cookies for idunify.com and app.sidekicknote.com; a strict blocker or private window can stop the sign-in.
• Make sure you use the same IDUnify account as on your other devices (Settings → Account shows who is signed in).
• “Wrong address”: always open https://app.sidekicknote.com/ — other addresses cannot sign in.

The app does not open, or shows an old version

• “Site can’t be reached” right after we changed something: your computer may remember an old address (DNS cache). Wait a few minutes, try another network, or restart the browser.
• Old version: the app keeps a copy for offline use. Reload once or twice; a hard reload is ⌘⇧RCtrlShiftR. Your notes are not affected.

My notes don’t show on another device

1. On the first device, look at the Status bar: press Save now until it says Synced to cloud. In Manual sync mode, nothing leaves the device until you do.
2. On the other device, click into the app (it fetches when it gets focus) or reload.
3. Check both devices show the same account (Settings → Account).
4. A note marked local only is bigger than your plan allows in the cloud — split it into two notes.
5. Notes in a locked private notebook are hidden until you unlock it.
6. Offline? Changes wait and go up when you are back online.

A note with a conflict badge is a copy kept because two devices changed it at once (Sync & devices).

I forgot the passphrase of a private notebook

• Use the recovery code you saved when you made it private: click the notebook, then use the recovery code on the Unlock card. Then choose a new passphrase (⚿ → Change passphrase).
• Lost both? We cannot open it — no one can; that is what end-to-end protection means. Your other notes are not affected.
• Your everyday (Standard) notes never need a passphrase.

AI does not answer

• “No connection to the AI service” — check your connection and try again in a minute, or switch to On-device / My key in Settings → AI.
• Out of credits — see Plans & AI credits.
• Refused — the note is marked Never send to AI, or AI is Off on this device.

The Chrome extension misbehaves

1. Close the Side panel and open it again (⌘⇧SAltS).
2. Reload the extension: chrome://extensions → Sidekick Note → switch off and on. Your notes stay.
3. Shortcut does nothing? Another extension may use it — set yours at chrome://extensions/shortcuts.
4. Page actions ask “Allow on this site?” — that is Chrome asking for that one site; say yes to use page AI or capture there.

Templates, presets, links and packs

• “Notes in a private notebook cannot be saved as templates” (or shared as a link). By design: the copy would lose the notebook’s privacy. Copy the text into a normal note first (Protection & private notebooks).
• My template is not in the picker. It must be a note in the notebook called Templates with some text; a note called “Presets: …” holds card presets, not a template. If you renamed the notebook, rename it back to Templates.
• A preset or starter template came out in the wrong language. The EN | TH chip in the template picker decides, and is remembered on each device.
• “This template is too long for a link.” A template link holds the whole text, so it is limited to about 8,000 characters. Use a pack file (Export & import), or shorten it.
• A template link “cannot be opened”. It was cut short by a chat app or edited. Ask the sender to copy the whole link again, or send a pack file.
• Import skipped some items. The dialog lists them: only valid templates and valid cards are imported (a pack never runs anything). Same-name presets are replaced, identical templates are skipped.
• A card shows ⚠ 1. The card read your block but ignored a line (for example braces around a word in a recipe step, which are only for amounts and timers). Click the chip to see which line (Widgets: cards in your notes).
• ⌘Z does not undo “Keep N servings” or a tick. In Read there is no editor to undo in; switch to Split or Write first (Widgets: cards in your notes).

Quick answers

Can you read my notes?

Standard notes are encrypted and the key is opened only for your signed-in account; staff can’t browse notes. Private notebooks are end-to-end — not even we can open them. See Protection & private notebooks.

Does it work offline?

Yes, once it has loaded on that device (Sync & devices).

Can I take my notes with me?

Always: .md, .html or one .zip (Export & import).

How do I delete my account?

Write to support@plaazaa.com from the e-mail of your account. Export your notes first.