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Troubleshooting

Find your problem below. Each section says what you see and what to do. If none of it helps, contact support and say what you saw.

The extension cannot save a page​

Look at the toolbar icon and the popup. They tell you which of these it is.

  • "Sign in to save this page": the extension is not connected to your account. Select the sign-in button in the popup. Readsira opens in a new tab; sign in, return to your page and click the icon again.
  • "Could not connect your account": the sign-in data did not arrive, or the browser did not let the extension keep it. Open the extension and connect again.
  • "Could not save this page" (the icon says "Could not save, click to retry"): Readsira did not answer, so the page is not saved yet. Click the icon again. If it keeps failing, check your connection and try again in a minute.
  • "You are offline. Saved to the queue": the page waits on your device and syncs when you reconnect. Nothing to do.
  • Nothing happens when you press the shortcut: the shortcut is Ctrl+Shift+F, or Control+Shift+F on a Mac. Another app may have taken it. Browsers manage extension shortcuts, so change it in your browser's extension shortcut settings.

If the popup says the page is already saved, it gives the date, and nothing was added twice.

Cannot use the extension at all? Save with the web app or the bookmarklet: see Save your first article.

A feed is not updating​

Open Feeds. When a feed could not be refreshed, a banner says how many feeds failed and gives a reason for each:

  • returned a number (for example 403 or 404): the site refused the request, or the feed address moved. Open the address in a browser to check.
  • timed out: the site was too slow. Try again later.
  • could not be found: the site name does not resolve. Look for a typo in the address.
  • sent a feed Readsira could not read: the address is not a feed, or the feed is broken.
  • did not answer: no specific reason was given.

The banner also says "Showing posts up to" a time, so you know where the list stops, and that Readsira keeps retrying automatically. To try right away, select Try again in the banner. If the feed stays broken, find its current address on the site, or unfollow it and follow the new one.

Audio is not playing​

  • "The audio did not load" on a Listen episode: the episode is fine and is also in your podcast app. The page could not reach the audio file. Try again, or listen in your podcast app.
  • "The episode could not be made": no audio minutes were used. Try again.
  • A message about minutes: Listen has a monthly allowance of audio that depends on your plan. The message says how many minutes more your selection needs and when your allowance starts again. Untick an article to make it fit, or see Plan limits.
  • Listen is missing, or asks you to upgrade: it is part of Pro and Research, not Free.

Emails are not arriving​

  1. Look in your spam or promotions folder, and search for "Readsira".
  2. Check that the address is the one you signed up with. A typo sends the email elsewhere.
  3. Confirmation email: on the check-your-email page, wait for the countdown, then select Resend. The link works for 24 hours.
  4. Password reset or sign-in link: the page says that a link was sent if the address is registered, so it never confirms whether the address has an account. Use the address you signed up with. Each request sends a new link. If you made too many requests, wait a few minutes.
  5. Digest, reminders, feed posts and other emails: each kind can be turned off in Settings, Notifications. If you used an unsubscribe link in an email, that kind is off. Turn it back on there, or in Following for curator emails.
  6. Import finished: an import sends an email only when it took longer than 2 minutes. A fast one shows only the notification in the app.

Still no email? Contact support and give the address you use.

An import is stuck or incomplete​

  • It looks stuck: imports run in the background, and you can leave the page. Progress updates live. Large files take longer. Imported pages are fetched for search afterwards, newest first.
  • Another import is running: only one import of yours runs at a time. Wait for it to finish or cancel it. Items already added stay, and Undo removes them.
  • The file is refused: the file is too large for your plan, has too many items, is not the format of the source you picked, or is a damaged or password-protected ZIP. Limits differ by plan: see Import your library.
  • Some items are missing: the result page offers a CSV of failed items with the reason for each, such as an invalid link, no link, or the saved-items limit of your plan.
  • You want it undone: Undo works for 7 days after the import finished.

You cannot sign in​

  • A wrong address or password gives the same message for an unknown account and for a wrong password. Check both, or use the email link or Google.
  • Forgot the password? Reset it.
  • Asked for a code you cannot produce? Use one of the 10 backup codes from when you turned on two-factor sign-in.
  • A sign-in link works once. Request a new one if it was used or has expired.
  • Account scheduled for deletion? You see a page with the date. Sign in to keep your account.

A public page says "not found" or is missing from search​

  • "Collection not found": the address is wrong, or the owner removed the public page or made the collection private again.
  • "Share link expired or revoked": the owner turned the link off, or it passed its expiry.
  • Not in search engines: the page dialog shows the reason for your page. The common reasons are in Share and publish a collection.

You reached a limit​

When you try to add more than your plan allows, Readsira shows a prompt that names the limit. Reading, search and exports keep working. See Plan limits.

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