Possible reasons

The synchronization does not work if:

• the subscription has expired.
• more than the allowed number of devices are being used.
• there is no internet connection.
• the login in the app is rejected, e.g.
  • because the e-mail address and/or the password are not correct
  • because too many wrong login attempts were made within a short time (blocking for a short time)

Solutions

• Forgot your login credentials (e-mail address / password)?
  • Password can be reset via the following link: https://www.alcomo.com/en/my-account/lost-password/
  • If you have forgotten which e-mail address you registered with and you did not find any e-mails from “Alcomo” when searching the possible e-mail accounts, please contact us via the contact form.
• Subscription expired?
  This can happen, for example, if your credit card has expired.
  • Renew your subscription and your access will work again. To do so, log in with your login credentials and purchase the corresponding subscription again.
  • If you would like to change the payment method before the credit card expires, you can find more information at: Change payment method
• Too many devices registered?
  Subscriptions have a limit on the number of devices (tablets/smartphones) used at the same time
  • You have the possibility to manage the devices in use via the Alcomo Cockpit.
    • Log in to the Alcomo Cockpit.
    • Select the “User Device” menu at the top left.
    • Delete the devices you no longer use to free up space for new devices. Nothing will happen if you accidentally delete a currently used device. No data will be deleted and the mistakenly deleted device will simply use a free space again the next time it logs in.
• Error message during synchronization?
  If you get an error message during synchronization stating that authorization failed (e.g. “token” error) and the subscription is still valid, try the following:
  • Log out and log in again:
    • Log out of the app (menu “Login”)
    • Log in to the app again with the same credentials
    • If you use the same email address for login, no data will be deleted on the app and all data, even the not yet synchronized data, will still be available.
• Too many incorrect login attempts?
  These lockouts are a protective measure to keep your account and data safe.
  • Have there been too many incorrect login attempts from one device or the same IP address (Internet network address)?
    • Wait at least 15 minutes and try again with the correct credentials. (In case of multiple lockouts, the IP address will be locked for 24 hours).

If you have not found a solution and need help, contact us via contact form.