Support

Alarm troubleshooting checklist

• Open the in-app Reliability Check.
• Confirm notifications are allowed.
• Confirm exact alarms are allowed.
• Confirm full-screen alerts are allowed if you want lock-screen alarm screens.
• Check volume, vibration, silent mode, Do Not Disturb, and connected Bluetooth audio devices.
• Review battery saver, battery optimization, app sleeping, and manufacturer-specific background restrictions.
• Keep Hard Wake updated and test an alarm before relying on it for an important event.

Android permission guidance

On Android, alarm behavior may depend on notification permission, exact alarm permission, full-screen alert permission, battery settings, Do Not Disturb access, vibration support, reboot behavior, and foreground alert behavior while an alarm is ringing.

If a scheduled alarm does not appear as expected, check whether the app was force-stopped, battery saver was enabled, notifications were denied, exact alarms were denied, or full-screen alerts were disabled by the operating system.

Companion and Rescue troubleshooting

• Confirm the companion invite was accepted before expecting selected missed-task alerts.
• Review which tasks are allowed to alert a companion.
• Confirm whether task titles are shared or hidden for companion alerts.
• Check the task check-in time and retry interval for the alarm.
• Review Rescue Mode actions before enabling them and confirm the rescue window is correct.
• Use backup plans for important events; support cannot verify that another person saw or acted on an alert.

Cloud backup and tutorial help

• Sign in before using cloud backup or restore.
• After restoring a backup, review alarms, labels, repeat days, routines, and enabled toggles before relying on them.
• The first-alarm tutorial can be opened again from the account/profile menu.
• If tutorial guidance looks wrong on your device, include your device model, app version, and a screenshot.

What to include in support requests

• Device: phone model and Android or iOS version.
• App: Hard Wake version and whether the issue happened in a release or test build.
• Alarm details: scheduled time, repeat setting, mission type, and whether the screen was locked.
• Settings: notification status, exact alarm status, full-screen status, battery saver, Do Not Disturb, volume, and vibration.
• Purchase issues: Google Play or Apple App Store, product type, and whether Restore purchases was tried.
• Promo-code issues: which store redeemed the code, whether the same store account is signed in, and whether Restore purchases was tried.
• Cloud backup issues: whether you were signed in, whether you were saving or restoring, and whether alarms appeared after restore.
• Companion or Rescue issues: whether the invite was accepted, which selected task was missed, and whether the rescue window was active. Do not send private task names unless needed.

Subscriptions and restore purchases

Use Restore purchases in the Hard Wake paywall first. If restore does not work, include the store platform, product type, and whether the purchase was made through Google Play or Apple App Store.

Refunds and cancellations are handled by Apple or Google through the store account where the subscription was purchased. Account deletion does not cancel store billing.

Account deletion and privacy requests

To delete your account in the app, open Settings, then Account, then Delete Account. If you cannot access the app, use the Hard Wake Support Form from the address connected to your Hard Wake account.

For more detail, visit Account & Data Deletion and the Privacy Policy.

Support FAQ