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Having trouble? Find solutions to common issues below, organized by platform.

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Chrome extension

Symptoms: Clicking the extension icon opens the popup but no save is created.Solutions:
  1. Make sure you’re signed in — click the gear icon to check
  2. Check that you have an active internet connection
  3. Try removing and re-adding the extension from the Chrome Web Store
  4. Check if the page URL is a special Chrome page (chrome://, chrome-extension://) — these cannot be saved
Solutions:
  1. Right-click the extension icon and select Manage Extension
  2. Toggle the extension off and back on
  3. Clear browser cache and restart Chrome
  4. If the issue persists, uninstall and reinstall from the Chrome Web Store
Solutions:
  1. Ensure sync is enabled in extension settings (gear icon)
  2. Wait a moment — data syncs in real time but may take a second on slow connections
  3. Try closing and reopening the popup

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Mobile app

iOS:
  1. Open the share sheet in any app
  2. Scroll to the end and tap More
  3. Find Backpocket and toggle it on
  4. Use the drag handle to reorder it to a convenient position
Android:
  1. Backpocket should appear automatically in the share sheet after installation
  2. If not, try restarting your device
  3. Check that Backpocket has the correct permissions in system settings
Solutions:
  1. Check your internet connection
  2. If you have WiFi-only sync enabled, connect to WiFi
  3. Pull to refresh on the saves list to force a sync
  4. Open Settings → Offline and check the sync status
  5. Try signing out and signing back in
The offline cache stores reader mode content and thumbnails locally. To reduce storage:
  1. The app manages cache size automatically
  2. Archived saves’ cached content may be pruned first
  3. A manual cache clear option is available in Settings → Offline
Solutions:
  1. Force close the app and reopen
  2. Check for app updates in the App Store / Play Store
  3. Restart your device
  4. If the issue persists, uninstall and reinstall (your data is stored in the cloud and will sync back)

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Web app

Solutions:
  1. Check your internet connection speed
  2. Try clearing your browser cache
  3. If you have a very large library (10,000+ saves), loading may take a moment on the initial load
  4. Use filters (tags, collections) to narrow your view
Possible reasons:
  • The snapshot is still processing — wait a few seconds and refresh
  • The page has a noarchive meta tag — reader mode is blocked for this page
  • The page returned a 403 (forbidden) — the site blocks automated access
  • The content isn’t HTML (PDF, image, video) — reader mode only works with HTML pages
To retry:
  1. Open the save detail view
  2. Click Re-snapshot to request a new snapshot
  3. Wait for processing to complete
Learn more about snapshot statuses →
Common issues and fixes:
IssueFix
Stuck on “Pending verification”Check DNS records with dnschecker.org. Wait up to 48 hours.
Using CloudflareSet the DNS record to DNS only (grey cloud), not proxied
Conflicting recordsRemove any existing A/CNAME records for the same subdomain
SSL not workingSSL provisions automatically after DNS verification. Wait a few minutes.
Full custom domain guide →
Solutions:
  1. Check that you’re using the correct email/social account
  2. Try clearing your browser cookies for backpocket.my
  3. Try signing in from an incognito/private window
  4. If using a social login, make sure the third-party service is accessible

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General

Unfortunately, deleted saves cannot be recovered. Saves are permanently removed when deleted.
Consider using Archive instead of delete for saves you might want to revisit later. Archived saves are hidden from your main list but can be restored at any time.
If you’ve encountered a bug that isn’t covered here, please reach out through the available support channels. Include:
  • Which platform (web, mobile, extension)
  • Steps to reproduce the issue
  • What you expected to happen
  • What actually happened
  • Any error messages you see

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Still stuck?

If you can’t find a solution here, check the FAQ for more information about features and capabilities.