We sincerely apologize for the issue you encountered. In certain situations, data loss may still occur (we are actively working to improve system stability). However, in most cases, lost data can be recovered, so please don’t worry.
This troubleshooting guide outlines several common data loss scenarios. In some cases, the data may not actually be lost. If you have tried the suggested solutions but still cannot recover your data, please contact our support team, select "Report a bug" and then choose "❗ Data loss". We will get back to you as soon as possible to help resolve the issue.
Additionally, even if you manage to recover your data using the methods below, we encourage you to report the issue to us. This helps us identify any remaining errors and prevent unresolved problems from recurring.
Lost Card Data
Scenario 1: I opened the desktop or mobile app and noticed that the card or journal content was an older version without my recent edits.
If you encounter this issue, please try the following steps:
Click the menu in the upper right corner of the card.
Select Version history and check if the correct version is available.
If you find the correct version, click Restore to recover your data.
If the Version history does not contain the correct data, this may indicate that the data did not successfully sync to this device. In this case, please check the Version history on the device where you originally edited the correct content.
If you see a completely blank card and there are no records in Version history, it’s possible that your content was saved in a different card. Try using the Ctrl/Cmd + O shortcut to search for keywords from your content—you might be able to locate the correct card.
If you still cannot find the correct version on any device or card, please contact our support team. We will respond as soon as possible and help resolve the issue.
Scenario 2: I edited a card on one device, but the changes do not appear on another device, even though both show as synced.
If this happens, it is possible that one of your devices encountered a sync issue, causing it to mistakenly believe the data was successfully synced.
What to do:
Check the web app – Log in to our web app and verify whether it contains the correct data.
Compare data across devices – Check if the web version matches the content on your different devices.
If the web version differs from one device but matches another (e.g., it matches Device B but not Device A), then Device A has a sync issue that needs to be fixed.
If you encounter this issue—or if even the web version does not show the correct data—please contact our support team with details about your situation. We will respond as soon as possible to help resolve the problem.
Lost Whiteboard Data
Scenario 1: I opened Heptabase and saw a completely blank whiteboard, with no cards or content visible.
If you encounter this issue, please refer to the guide: "I can enter my whiteboard, but I can't find anything!"
Scenario 2: I opened my whiteboard and noticed that the content, layout, or connections appear to be from an older version.
If this happens, try the following steps:
Click the menu in the upper right corner of the whiteboard.
Select Version history and check if the correct version is available.
If you find the correct version, click Restore to recover your data.
If you are unable to find the correct version, please contact our support team. We will respond as soon as possible and assist you in resolving the issue.