Getting Help with Paper

Restarting your iPad or iPhone is the best first course of action if Paper begins to act erratically or becomes unresponsive. It can resolve the majority of issues that users experience. Here's the information from Apple on how to do this for your device.

If restarting Paper doesn't resolve the issue, performing what we call a "hard reboot" helps when Paper is behaving erratically: First, charge your iPad or iPhone to 100%. Then, hold the Home and Power buttons until your iPad reboots. When you see the Apple logo, release the buttons.

It's also good to confirm that you have the most recent version of Paper installed. If your app is version or two behind, it's likely that updating Paper will resolve the issue. To find out what version you have, tap on the Settings icon (sliders) top right and the information will be listed at the bottom of the next screen. The current version of Paper is 4.5.2.

Contacting Paper Support for assistance

If you've restarted Paper and rebooted your device and the issues persist, we want to help. 

In Paper, tap on the Settings icon top right, then "Support", and "Send Logs". This will open an email window with your log files attached. The log files should give us an idea of what's going on, but it's important that you add as detailed a description as you can as to what the issue is and what the steps are to reproduce it. If your issue is related to Journal Sync, please indicate if there have been any recent changes or unusual behaviour related to the iCloud Drive folder on your Mac laptop/desktop. Your email will be directed to Paper Support and we'll work with you to resolve the problem. 

Please note that you need to have at least one mail account set up on your iPad or iPhone to Send Logs. Tap on your iPad or iPhone's Settings app and scroll to "Accounts & Passwords". On the next screen, you'll see the accounts you've created listed. Please ensure that one of your accounts is set up to send your log files.

 

You can also create a Paper Support ticket via this form.