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Guide to Requesting Data Recovery

  • Updated

If your files have disappeared or you are using Google Drive Sync,

please follow the steps in the guide below.

 

Please extract your data following the guide below and send it to our technical support team.
※ All user data will be permanently deleted after the error analysis is completed.

 

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Please check the options below first.

 

*If the issue occurs on iOS:
Go to Settings → General → Document List and tap [Recover] or [Find Documents]
(only visible when an error occurs).

 
*If the issue occurs on Android:
Go to Settings → Experimental Features → Restore Document List and tap [Browse].
 

 

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Extract data on iOS

  1. Download and install the iMazing(free software) from the PC.
  2. Connect your device to the PC.
  3. Open the iMazing program.
  4. Select Device to search from the Device list on the left side.
  5. Select Apps from the App List below the device name.
  6. Select Show hidden files and folders from the iMazing settings at the bottom right.
    • If you are using Mac, please set it as hidden from the Finder (shortcuts: Command+Shift+Period)
  7. Right-click the Flexcil on the list
  8. Select Extract App.
  9. Designate the download path. 
  10. Send the extracted data to support@flexcil.com.
    • It would be helpful to identify the cause of the problem if you describe the problem in detail with information on the iOS version, device model, and version of Flexcil.

A. Extracting on iOS
*On Mac
- Guide document link

*On Windows
- Guide document link

 

If you are using Google Drive Sync, please share your folder by following the steps below:

  1. Sign in to the Google Drive account where data loss occurred.

  2. Right-click the <Flexcil Sync> folder and select Share.

  3. Under General access, change the setting to Anyone with the link,
    then copy and share the link with us.

 

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Extract data on Android

- Due to OS updates, the default [Files] app cannot access internal files.
   You will need to use an external file manager.

  1. Download and install the Files app.
  2. Open the Files app and go Internal Storage > Android > Data > com.flexcil.flexcilnote
  3. Select the com.flexcil.flexcilnote folder
  4. Press ... icon at the top right side and press Copy
  5. Move the copied data to folders such as Downloads. 
  6. Send the copied data to support@flexcil.com.
    • It would be helpful to identify the cause of the problem if you describe the problem in detail with information on the Android version, device model, and version of Flexcil.

 

If you are using Google Drive Sync, please share your folder by following the steps below:

  1. Sign in to the Google Drive account where data loss occurred.

  2. Right-click the <Flexcil Sync> folder and select Share.

  3. Under General access, change the setting to Anyone with the link,
    then copy and share the link with us.

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