Troubleshooting

Troubleshooting

  • Why do I need the full desktop application?

    RememBear offers a browser extension for Chrome, Firefox and Safari web browsers.

    The extension does not function as standalone app and will still require you install the full desktop application. Currently, we provide desktop applications for macOS and Windows. We do not support Chrome OS or Linux and as a result the extension will not function on these operating systems.

    Why don't we just make a standalone extension? One of the key focuses of RememBear is security. When we created RememBear we wanted to make sure you and only you have access to the sensitive information you store in your Bear. As a result of some of these core security related decisions, it's not currently possible to create a standalone extension that adheres to these standards. You can learn more about how RememBear was designed in this blog post.

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  • Why don’t my browser codes match?

    There are a few reasons why your browser codes might not match.

    It’s possible that you have the RememBear browser extension installed in more than one browser. The code you’re seeing might actually be referring to one of the other extensions. If this is the case, we recommend that you close all other browsers, open the browser you’re trying to use RememBear with, and try again.

    If you’re still not able to get your RememBear codes to match, we recommend that you remove the RememBear browser extension entirely, quit the browser and restart it and finally re-add the RememBear extension. For information on how to do so, click here.

    If you’re still having trouble getting your codes to match, get in touch with our support bears here  so that we can look into it.

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  • Why isn't RememBear autofilling my passwords?

    Make sure your Bear is set up to Autofill:

    Windows & MacOS:

    Make sure that you have one of our browser extensions installed and paired with RememBear. You'll need this to use autofill.

    iOS:

    iOS 12 introduced Apple's auto-fill mechanism. To enable it open iOS settings > 'Passwords & Accounts' > 'Auto-fill Passwords' > Make sure 'AutoFill Passwords' is toggled on that RememBear is checked.

     Android:

    If your device is running Android 7 or older, enable Autofill within your RememBear settings and follow the prompts.

    If your device is running Android 8 (Oreo) or newer, make sure that “Autofill for websites” is enabled and follow the prompts. You can also take advantage of Android’s native autofill. To enable this, open your RememBear Settings and enable “Autofill for apps” as well.

    Autofill not working?

    It's possible that your Bear might have trouble locating username and password fields on certain websites or apps. If this is the case, you can report the affected site or application directly via the RememBear app.

    Windows and macOS (via the browser extension): 

    With your browser window open, navigate to the website in question. Once there, select the RememBear extension icon, then locate the gear icon in the top right corner and select “Report Broken Autofill”. You can then add any additional information you think might help us get things sorted. When you’re done, click “Send.”

    iOS and Android:

    Since RememBear uses native autofill on both iOS and Android, the fields aren’t actually identified by RememBear, so there is nothing to report. That said, if you’re finding that your Bear isn’t being prompted to grab your logins, you might be running into a different issue. In that case, reach out to our support bears here.

    Please note: We do not respond directly to you when you submit autofill reports. However, the RememBear team continuously reviews reports and works on fixing site specific issues. If you need to contact us, you can get in touch with one of our friendly Support Bears. In the interim, you should be able to copy and paste your passwords manually from the RememBear application into the site or app where you're currently trying to login.

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  • Why won't RememBear sync?

    Sync is only available for RememBear Premium accounts. If you have a free RememBear account, you'll need to upgrade to a RememBear Premium subscription to enable syncing of your items across multiple devices. To read more about upgrading click here

    That said, there are a few reasons that might cause your items not to sync.

    First Steps:

    1. Make sure that you're running the most recent version of RememBear across your devices. You can download it here.

    2. Check our Twitter page to see if we're currently performing any scheduled maintenance.

    3. Make sure that you have an active Internet connection. Your Bear will need this to sync.

    If your Bear is still having issues syncing, check out the following:

    If RememBear isn’t syncing, it may be that there is a Third-Party Application on your device that is interfering (eg. Anti-virus, firewall, security applications, blocked by a corporate or public network). We recommend disabling any applications you think may interfere with RememBear and try syncing again.

    If you're still finding that RememBear is not syncing as it should, try forcing a sync. Here’s how:

    Windows/MacOS: 

    RememBear for Windows and MacOS is designed to sync automatically every 10 minutes. If you’d like to force RememBear to sync, hold your mouse over the "Up to Date" status. You should see "Sync Now" appear. Click this to force your bear to sync.

    Android/iOS:

    RememBear for Android and iOS should sync each time you open the app. If it doesn’t, you can force-sync RememBear by pulling down on your list of items. This should prompt your bear to sync up!

    If you’re still having issues, or are finding that your bear is having trouble syncing, feel free to reach out to our friendly support bears here.

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  • Why are some of my items greyed out?

    Greyed out items indicate that the item was created on a different device and is not currently available on the current device. This will occur if you’re using a RememBear Free account. With RememBear Free, items are only available on the device where they were originally created. You can continue to use RememBear Free for as long as you want. However, you’ll need RememBear Premium to sync all of your items across multiple devices.

    If you’d like access to your items across all of your devices (along with a bunch of other neat features), you'll need to upgrade to RememBear Premium.

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  • Can I use RememBear when I’m offline?

    Absolutely. When you’re offline you’ll still have access to your passwords and other information. You can also still create and edit existing items. Once an internet connection becomes available, RememBear will make sure your changes are synced to the rest of your devices.

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