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).
Go to Settings → Experimental Features → Restore Document List and tap [Browse].
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Extract data on iOS
- Download and install the iMazing(free software) from the PC.
- Connect your device to the PC.
- Open the iMazing program.
- Select Device to search from the Device list on the left side.
- Select Apps from the App List below the device name.
- 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)
- Right-click the Flexcil on the list
- Select Extract App.
- Designate the download path.
- 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:
Sign in to the Google Drive account where data loss occurred.
Right-click the <Flexcil Sync> folder and select Share.
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.
Extracting App Data via PC
- Connect the tablet to your PC with a USB cable, and on the tablet, set the USB mode to "File Transfer (MTP)." (If a notification appears when you connect, select "File Transfer.")
- On your PC, open "This PC" and open your tablet, which appears as a portable device (usually shown by your device model name).
- Go to Internal storage > Android > data > com.flexcil.flexcilnote
- Copy the "files" and "cache" folders inside that folder.
- Paste the copied folders onto your PC's desktop, then compress them into a single file (zip).
- Send the compressed file to support@flexcil.com. (If the file is large, upload it to a cloud service and share the link with us by adding support@flexcil.com as a "Viewer.")
⚠️ Please make sure to check the following
- Do not delete or reinstall the app. If the data is still on your device, uninstalling the app may make recovery impossible. Even after extracting the data, please keep the app installed until we've reviewed the file and confirmed it was extracted correctly.
- Check the size of the extracted file. If the compressed file is 0 bytes or unusually small, the data was not extracted properly.
- Occasionally, a permission issue can prevent access to the folder or a proper extraction. If this happens (including if the folder isn't visible or the file comes out empty), please email us at support@flexcil.com and we'll guide you through an alternative method.
If you are using Google Drive Sync, please share your folder by following the steps below:
Sign in to the Google Drive account where data loss occurred.
Right-click the <Flexcil Sync> folder and select Share.
Under General access, change the setting to Anyone with the link,
then copy and share the link with us.