Troubleshooting

Overview

Having trouble with Aura? This guide covers the most common issues and their solutions. Start with the section that matches your problem.

Notification Issues

Not Receiving Notifications

Symptoms: Your Aura isn't sending messages, or you're not seeing them.

Solutions:

1. Check notification permissions:
   • iOS: Settings → Aura → Notifications → Allow Notifications
   • Android: Settings → Apps → Aura → Notifications → Enable
   • Web: Check browser notification permissions for aura-link.app
2. Verify channel is enabled: Go to Settings → Notifications and ensure your preferred channel is turned on
3. Check Quiet Hours: Make sure you're not in quiet hours (Settings → Notifications → Quiet Hours)
4. Verify Aura is active: Check the dashboard - is your Aura enabled (green status) or paused/disabled?
5. Check message limits: Go to Settings → Limits to see if you've hit your monthly message quota
6. Re-sync push token: Log out and log back in to refresh your push notification token

Too Many Notifications

Symptoms: You're overwhelmed by notification frequency.

Solutions:

1. Review behavior rules: Check each Aura's rules - you may have overlapping or frequent triggers
2. Enable Quiet Hours: Set times when notifications won't disturb you
3. Reduce active Auras: Pause Auras you don't need right now
4. Adjust rule frequency: Change "every hour" rules to "every few hours" or "daily"
5. Use email for non-urgent: Route less urgent Auras to email instead of push notifications

Messages Going to Wrong Channel

Symptoms: Getting SMS when you expected email, or vice versa.

Solutions:

1. Check the Aura's channel settings (Aura Settings → Channels)
2. Review behavior rules - some rules may specify a channel override
3. Check account-level channel priorities (Settings → Notifications)

Connection Problems

OAuth Connection Failed

Symptoms: Can't connect a service, getting error during authorization.

Solutions:

1. Clear browser cache: Old cookies can interfere with OAuth flows
2. Try a different browser: Some browser extensions block OAuth
3. Disable VPN: VPNs can cause OAuth verification issues
4. Check service status: The external service (Google, Fitbit, etc.) might be having issues
5. Revoke and retry: Go to the service's connected apps settings, revoke Aura, then try connecting again

Service Keeps Disconnecting

Symptoms: Connected service works briefly then shows disconnected.

Solutions:

1. Reconnect the service: Remove the connection and add it again
2. Check service account: Ensure your account with the external service is active and in good standing
3. Review permissions: Some services require periodic re-authorization
4. Check for password changes: If you changed your password on the external service, you'll need to reconnect

Missing Data from Connected Service

Symptoms: Service is connected but some data isn't showing up.

Solutions:

1. Check permissions: Ensure you granted all necessary permissions when connecting
2. Force sync: Go to Settings → Connected Services → [Service] → Sync Now
3. Check data availability: The external service might not have data for the period you're looking at
4. Review scope: Some services have limited data available via API

Sync Issues

Data Not Updating

Symptoms: Your Aura shows old data that doesn't match the source.

Solutions:

1. Manual sync: Pull down on the dashboard (mobile) or click the refresh icon (web) to force sync
2. Check connection status: Verify the sense shows "Connected" in Aura settings
3. View last sync time: In Aura Settings → Senses, check when each sense last synced
4. Reconnect if needed: If sync repeatedly fails, disconnect and reconnect the service

Sync Delays

Symptoms: Data takes a long time to appear or update.

Solutions:

• Normal delays: Most services sync every 15-60 minutes. Real-time sync isn't always available.
• Calendar events: Calendar syncs typically happen every 15 minutes
• Fitness data: Fitness trackers sync when the device syncs with its app, then Aura picks it up
• Force refresh: If you need immediate data, use the manual sync option

Behavior Rule Problems

Rules Not Firing

Symptoms: You created a rule but it never triggers.

Solutions:

1. Check rule is enabled: In Aura Settings → Rules, verify the rule toggle is on
2. Verify trigger conditions: Make sure the conditions can actually be met (e.g., the time hasn't passed, the location is correct)
3. Check Aura is active: Rules don't fire for paused or disabled Auras
4. Verify sense data: If the rule depends on a sense (calendar, fitness), ensure that sense is connected and syncing
5. Check message limits: If you've hit your limit, new rule messages won't send
6. Review rule history: In rule settings, check the execution log to see if it triggered but failed to send

Rules Firing at Wrong Times

Symptoms: Rules trigger at unexpected times or frequencies.

Solutions:

1. Check timezone: Verify your timezone is correct in Settings → Account. Time-based rules use this timezone.
2. Review rule specificity: "Every morning" vs "Every day at 8am" - make sure the rule says exactly what you want
3. Check for duplicate rules: You might have similar rules that are both triggering
4. Location radius: For location rules, adjust the geofence radius if triggers are too sensitive

Location Issues

Location Triggers Not Working

Symptoms: "When I arrive at..." or "When I leave..." rules don't fire.

Solutions:

1. Check location permissions:
   • iOS: Settings → Aura → Location → "Always" is recommended
   • Android: Settings → Apps → Aura → Permissions → Location → "Allow all the time"
2. Verify location is saved: Check Library → Locations to confirm the location exists
3. Increase geofence radius: In urban areas, GPS accuracy can vary. Try a larger radius.
4. Check battery optimization: Android may kill background location. Disable battery optimization for Aura.
5. Test the location: Physically visit the location and check if Aura detects you there

Wrong Location Detected

Symptoms: Aura thinks you're somewhere you're not.

Solutions:

1. GPS drift: Indoor locations and urban areas can cause GPS inaccuracy. Use larger geofence radii.
2. Wi-Fi positioning: Enable Wi-Fi for better indoor location accuracy
3. Update saved location: The saved coordinates might be slightly off. Edit and re-save the location.

Account & Login Issues

Can't Log In

Symptoms: Login fails even with correct credentials.

Solutions:

1. Check email: Ensure you're using the correct email address (check for typos)
2. Reset password: If unsure, use the "Forgot Password" flow
3. Clear app data: Cached login data might be corrupted. Clear app cache or reinstall.
4. Check service status: Visit status.aura-link.app to see if there's an outage

Forgot Password

1. Go to the login page
2. Click "Forgot Password"
3. Enter your email address
4. Check your inbox for the reset link (including spam folder)
5. Click the link and create a new password

Two-Factor Authentication Issues

Symptoms: Can't access authenticator or codes aren't working.

Solutions:

1. Check time sync: Authenticator codes depend on accurate time. Ensure your phone's time is automatic.
2. Use backup codes: When you set up 2FA, you received backup codes. Use one to log in.
3. Lost access: Contact [email protected] with proof of identity to recover your account

App Performance

App Running Slowly

Solutions:

1. Update the app: Ensure you're on the latest version
2. Clear cache: In app settings or via device settings, clear Aura's cache
3. Free up device storage: Low storage can impact app performance
4. Restart the app: Close completely and reopen
5. Check internet connection: Slow networks cause slow app behavior

App Crashes

Solutions:

1. Update: Crashes are often fixed in newer versions
2. Reinstall: Uninstall and reinstall the app
3. Report the crash: If it happens consistently, contact support with details about what you were doing when it crashed

Contacting Support

Still having issues? Contact our support team:

• Email: [email protected]
• Include: Your account email, device type, app version, and detailed description of the issue
• Screenshots: Attach screenshots if they help illustrate the problem

Response times:

• Free plan: Within 48 hours
• Personal plan: Within 24 hours
• Family plan: Priority support, within 12 hours
• Business plan: Dedicated support with SLA