Memory feature not working despite correct settings and paid subscription

Question

Dear Support,

I have a paid subscription and have enabled the memory feature via settings (Personalization and memory is turned on). I’m signed in across multiple devices, have updated the app, and followed all necessary steps to activate memory. However, the memory remains inactive — I keep seeing that memory is turned off, and nothing is being remembered.

I’ve already submitted feedback twice through the app, but the issue has not been resolved. I would appreciate assistance in activating the memory feature so I can fully benefit from the service I’m paying for.

Kind regards,

Chris

Answer 1

It seems you are experiencing issues with the memory feature despite having the correct settings and a paid subscription. Here are some steps you can take to troubleshoot the problem:

1. Check Device Compatibility: Ensure that all devices you are using support the memory feature and are running the latest version of the app.
2. Sign Out and Back In: Sometimes, simply signing out of your account and signing back in can refresh the settings and activate the memory feature.
3. Clear App Cache: If you are using a mobile app, clearing the app cache can resolve issues related to settings not being applied correctly.
4. Revisit Settings: Double-check the settings under Personalization to confirm that memory is indeed turned on. Sometimes settings may revert or not save properly.
5. Contact Support: Since you have already submitted feedback, consider reaching out to customer support directly for more personalized assistance. They may be able to identify account-specific issues that are preventing memory from being activated.

If these steps do not resolve the issue, it may be beneficial to provide detailed information about the devices and operating systems you are using when you contact support, as this can help them diagnose the problem more effectively.

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References:

• SGNL
• Silverfort

Answer 2

If you are not in USA, it was delayed arriving to other regions. Should have it by now. IF the allow toggles are On, 'in session' learning may be happening. BUT long-term memory only works IF it is given prefacing triggers such as, "Remember this..."

Cheers,
Drew