User Documentation
Contact support
Use this page when a help article does not resolve your issue and you need to contact Acorny support.
Before contacting support
Section titled “Before contacting support”Check the relevant troubleshooting page first:
- Missing saved or imported highlights: Highlights are not showing up
- Import and sync failures: Troubleshoot import and sync issues
- Account access: Account security
If the problem continues, collect the details below. Clear details make it easier to identify whether the issue is a file format problem, a connected provider problem, an account problem, or a review scheduling question.
What to include
Section titled “What to include”Include:
- The source name, such as Readwise, Kindle, Moon+ Reader, Cubox, Diigo, Instapaper, Inoreader, or Browser extension.
- The action you tried, such as upload file, connect provider, manual sync, save highlight, or start review.
- The exact error message shown in Acorny.
- Whether the issue affects one highlight, one file, one provider, or every highlight.
- The browser and operating system if the issue involves the extension.
- Approximate file size and row count for import files.
Do not send passwords, API keys, access tokens, private cookies, or full export files unless support specifically asks for a sanitized sample.
Safe examples
Section titled “Safe examples”Good support message:
I imported a Diigo CSV with about 1,200 rows. The preview showed 900 highlights and 300 skipped rows. I expected sticky notes to attach to highlights from the same page. The source name is Diigo and the file came from Diigo CSV export.
Good support message:
I connected Inoreader and ran manual sync. Acorny reported zero imported highlights. The Inoreader account has annotated items, and I authorized Acorny today.
What not to send
Section titled “What not to send”Do not send passwords. Do not send Readwise API tokens. Do not send OAuth access tokens. Do not send screenshots that show private account credentials.
If a screenshot is useful, crop or blur account emails, tokens, private article titles, and private notes.