How can we help?

Quick troubleshooting

1. Open TokenWise. Pull to refresh on iPhone or iPad; on Mac, click Refresh or press ⌘R. Wait for the refresh to finish.
2. Confirm that your internet connection works and the provider’s official website is available.
3. If the app asks you to sign in again, reauthenticate the affected account or replace its API key.
4. For widgets or Live Activities, open TokenWise and refresh to provide a new quota snapshot. System scheduling still controls when it appears.
5. If purchase access is missing, open Settings in TokenWise and select “Restore Purchases.”

When you contact support

Including the following information helps us diagnose the issue:

• TokenWise app version and build number, shown in the app’s Settings;
• your device model and operating system version; for Watch issues, include both iPhone and watchOS details;
• the affected provider, without including your account credentials;
• what you expected, what happened, and steps that reproduce the problem; and
• a screenshot with email addresses, account identifiers, balances, and other personal details redacted.

Protect your account: Never email us an access token, refresh token, session credential, API key, OAuth code, password, or full credentials file. TokenWise support will never ask for them.

Why does the value differ from the official page?

TokenWise displays the latest value returned by the third-party service when the app refreshes. Provider-side delays, caching, changing quota rules, or an unsuccessful background refresh can cause a temporary difference. For billing, purchases, or important work decisions, always rely on the provider’s official page.

Why aren’t notifications or Live Activities real-time?

Updates depend on system scheduling, battery state, network availability and notification permissions. On iPhone and iPad, iOS also controls background refresh and Live Activity updates. On Mac, automatic quota refresh requires TokenWise to keep running; desktop widget updates still follow system scheduling. Open the app and refresh to confirm the latest state, then check the relevant options in TokenWise and your device’s system settings.

How do I remove an account and its credentials?

Open the account in TokenWise and choose “Delete account and credentials.” Do this before uninstalling the app, because local Keychain items may remain after an app is removed.

Why do my iPhone and Mac accounts differ?

Accounts and credentials stay on each device. Add them separately on iPhone and Mac. Purchase access is shared, but accounts, credentials and Mac usage logs are not transferred.

How do I add an account on Mac?

Open the main window, choose Add Account and select a provider. Use official-page sign-in where supported, or add credentials manually. For Codex, Choose Local Credential File can read ~/.codex/auth.json. Select only your own local file; never send the full file by email or chat.

Why are Mac menu bar, widget or history views empty?

Open the main window and refresh the account. The menu bar and desktop widgets use the latest retrieved quota; automatic refresh requires TokenWise to keep running. Usage history is a separate local-log feature. Authorize each CLI log folder in Usage History. Without permission or matching logs, there is no history to display.

Why is Apple Watch missing the latest data?

First add an account and refresh it successfully on iPhone, then check the connection between your watch and phone. Watch data comes from iPhone; the watch does not store sign-in credentials. Open both apps and retry a refresh from the watch. Complication updates also depend on system scheduling.

How do I restore a purchase on another device?

Sign in to the App Store with the same Apple Account used for the purchase, then choose Restore Purchases in TokenWise Settings. Purchase access is shared across iPhone, iPad and Mac. If it is still missing, contact support with the device details and a description of the order problem, without any account credentials.